Analyst1

• Own support operations end-to-end: ticket routing, escalation paths, SLAs, and on-call/24-7 coverage for break/fix requirements. • Set and report on team performance metrics (response time, resolution time, customer satisfaction, escalation volume) to company leadership. • Personally engage on the most complex or highest-stakes technical escalations — installation, configuration, integration, and troubleshooting of a highly configurable cyber threat intelligence platform. • Troubleshoot operational issues with the tool and with integrated tools and/or feeds. • Build and maintain internal processes and tools used by sales engineers and Customer Support Engineers. • Own the quality and completeness of support documentation, including integration guides, and ensure the team maintains them. • Establish standards and oversee delivery of on-prem and cloud installation, configuration, and updates of Analyst1. • Serve as the primary conduit for structured product feedback from Support to the Product team, informed by patterns across the customer base. • Set direction for configuring Analyst1 and peer cybersecurity tools to meet customer objectives (including ITSM, SIEM, and SOAR/Playbook integrations). • Provide product feedback to the Product team based on customer experiences. • Build, lead, and grow the Customer Support team, including hiring, coaching, performance management, and career development.

• Lead Generation & Outreach: Proactively research, target, and engage potential clients in industries that would benefit from our Threat Intelligence Platform, including direct outreach through calls, emails, and social media platforms. • Market Research & Segmentation: Identify and understand key market segments, including SMBs, enterprise-level businesses, and specific verticals that are at high risk for cyber threats and in need of cutting-edge security solutions. • Qualify Leads: Engage with prospects to understand their cybersecurity challenges, assess their needs, and qualify them for the next steps in the sales process by passing high-quality leads to the Account Executives. • Collaborate with Sales Team: Work closely with the sales team to schedule demos and meetings, ensuring a smooth transition and effective follow-up from initial contact to deal closure. • Build Relationships: Build strong, lasting relationships with potential clients by educating them on our solutions, providing thought leadership on cybersecurity best practices, and offering valuable insights into how our solutions can help mitigate their security risks. • Manage Pipeline: Use CRM tools (e.g., Salesforce, HubSpot) to manage leads, track outreach efforts, and update the sales pipeline, ensuring accurate and up-to-date records. • Achieve Targets: Meet and exceed lead generation and qualification goals, while contributing to the overall growth of the sales pipeline and revenue targets. • Grow Into the Role: Partner directly with your manager on messaging, persona playbooks, and call strategy as the outbound function scales — with a clear path toward an Account Executive role as you build pipeline track record.

• Create and develop the Channel Partnerships and Alliances Strategy to Identify and recruit high-performing technology partners including VARs, System Integrators, MSSPs, and technology alliance partnerships. • Lead and manage the overall strategy and execution for Channel Partnerships and Alliances, ensuring alignment with Analyst1’s growth objectives. • Collaborate with internal sales leadership to drive sales opportunities including coordinating sales enablement activities and joint marketing initiatives. • Build and maintain relationships with key executives and leaders within Channel Partnerships and Alliances to ensure long-term, successful collaborations. • Oversee the tracking and analysis of Channel Partnerships and Alliances performance conducting regular reviews and adjusting strategies as needed to achieve targets. • Serve as the primary point of contact for high-level escalations, negotiating contracts, and representing Analyst1 at industry and Channel Partnerships and Alliances events. • Collaborate with cross-functional teams, including product management, engineering, sales, and marketing, to define partnership goals and objectives. • Support initiatives to promote joint marketing activities, co-selling opportunities, and customer success initiatives with partners.