Email Security Analyst Team Manager

About the Role

At Abnormal Security, we are on a thrilling mission to safeguard the world's largest enterprises against a vast range of relentless email and collaboration application cyber security attacks. Our relentless pursuit involves crafting an exceptional suite of products that empowers customers to seamlessly visualize, expertly control, and fearlessly combat cyber-security threats.

In the role of Email Security Analyst Team Manager at our organization, you will lead a team of analysts responsible for detecting and resolving customer-reported email security threats and issues with exceptional quality and speed, exceeding SLA expectations, and ensuring a top-tier customer experience.

This role is instrumental in scaling our ability to proactively manage the efficacy of customer health and upleveling our processes for responding to our customers’ Misclassification (FN/FP) concerns. You will need to bring an entrepreneurial mindset, adaptability for a startup's pace, and the ability to balance structured processes with adaptability to meet evolving business and customer needs.

Who you are

• You set high standards and expectations for project execution for yourself and the whole team
• You’re motivated to stop email attackers and understand cybersecurity attack modes
• You like to dive into the nitty gritty of complex systems, understand them, and analyze their behavior
• You are a clear communicator. You can write reports understandable by those within and outside the company to effectively explain highly technical issues
• You’re able to organize cross team efforts to solve customer issues.
• You are results-oriented, value collaboration, self-motivated, and willing to adapt to change in a fast-moving environment.

What you will do 

• Lead the execution of Quarterly Business Reviews (QBR) for the First Responders team to ensure delivery against initiatives for proactively managing the efficacy of customer health and upleveling our response for customers that require tactical efficacy health improvements
• Serve as the leader to provide the first line of defense for Customer efficacy, which will involve defining tactical efficacy improvements for customers as well as evaluating the effectiveness of continual monitoring and proactive changes for a customer
• Oversee customer-specific metrics, identifying any blockers or challenges in customer progress and driving necessary escalations with stakeholders in Detection and GTM to resolve issues
• Collaborate closely with Customer Success (CS) and Technical Support Engineering (TSE) teams to prioritize and manage customer issues, ensuring timely assignment and resolution of service tickets (JIRAs).
• Understand and correlate the Detection efficacy roadmap with FN and FP trends, and using the insights you glean to manage the process for high-priority customer escalations to ensure efficient resolution and communication during critical situations
• Drive key performance metrics around Customer Manage and Operations, such as reducing the amount of time it takes to de-escalate a Customer via Efficacy improvements by 50%
• Manage and up-level teams located in both North America and India

Must Haves 

• Strong experience with Email Security, Security, Cloud Security technologies and products: you are able to understand the root causes behind a particular set of Misclassifications (FNs or FPs) and accurately convey them to team members and stakeholders
• 2+ years of experience in building and scaling a team of at least 5+
• Excellent written & verbal communication skills, can quickly, accurately and clearly communicate with team members & stakeholders; in particular, you have experience creating customer-facing materials such as RCAs or COEs
• Ability to define expectations for team performance and uplevel team members based on the team’s 

Nice to Have 

• Experience running distributed teams, particularly managing teams in different regions and geographies

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