CyberOne

• Actively monitor and manage security event queues, identifying and investigating potential threats and incidents. • Serve as the first point of contact for incoming calls and communications. • Conduct initial analysis and investigation of security alerts, gathering relevant information for escalation to higher-level analysts. • Provide timely and accurate responses to customer inquiries, maintaining a high level of customer service. • Document incidents and actions taken in a clear and comprehensive manner. • Collaborate with other team members to ensure a coordinated response to incidents. • Stay informed about current cybersecurity and network threats, and emerging technologies. • Participate in regular training and development sessions to enhance technical and professional skills.

• Own the demand generation and outreach engine • Create, execute and optimise multi-channel cadences • Monitor ZoomInfo GTM signals daily • Build and maintain prioritised target lists • Write cadence copy • Use A/B testing and engagement data • Work with Marketing to define HubSpot engagement scoring • Align cadences to live marketing campaigns • Qualify engaged contacts against agreed ICP and intent criteria • Report weekly on cadence performance and funnel movement

• Coordinate customer onboarding activities including NDAs, welcome packs, and onboarding documentation • Maintain accurate customer and partner records within Microsoft Dynamics CRM • Support and manage customer engagement and “Road 2 Success” activities • Assist with customer communications and follow-up actions • Ensure customer documentation and records are kept up to date and compliant • Administer and maintain Microsoft Dynamics CRM data integrity • Produce dashboards, reports, and operational insights using Power BI • Monitor customer success metrics and operational KPIs • Support process improvements through data analysis and reporting • Support supplier and contractor onboarding processes • Maintain supplier documentation and compliance records • Coordinate and support supplier audits • Track supplier performance and contract documentation • Complete client security questionnaires and supporting documentation • Manage document control processes across operational and customer-facing documentation • Support document classification and information governance activities • Maintain customer, partner, and supplier onboarding forms and records • Ensure documentation aligns with internal policies and compliance requirements

• Collaborate closely with the Head of Customer Success to support a wide range of operational and customer-facing activities • Own and manage the end-to-end provisioning lifecycle of new customer orders • Coordinate and schedule customer service reviews and prepare service reports • Perform database administration and data maintenance • Support internal management processes and reporting requirements • Contribute to Continual Service Improvement initiatives • Identify and recommend process improvements • Provide ad-hoc administrative support across the business • Maintain strong relationships with client service stakeholders • Support sales-related coordination activities • Liaise with suppliers and service delivery partners

• Content plays a central role throughout business from delivering key go-to-market assets to supporting these with multi-format content pieces that support the sales and marketing funnel. • Responsible for ideating, researching and producing engaging content that will connect to core audiences and support collective growth plans. • Engaging and maintaining regular communication with key 3rd parties including customers and strategic technology partners. • Accountable for achieving and aiming to exceed growth targets through effective content management and development. • Work closely with the wider Marketing, Sales and Leadership teams. • Create, maintain and communicate a clear calendar of content. • Take charge of social media presence to engage target audiences. • Provide regular reporting on how content resonates with key audiences and make recommendations. • Build and develop professional relationships with wider Marketing, Commercial and Technical teams.

• Focused on improving detection capability, writing and tuning analytics, working with Microsoft security tooling • Developing, tuning and maintaining threat-led detections in Microsoft Sentinel using KQL • Building analytics rules, hunting queries, workbooks, automation logic and alert enrichment • Working with log sources across Microsoft Defender, Azure, Microsoft 365, identity platforms, firewalls, SaaS tools and other client environments • Mapping detections to attacker behaviours, TTPs and frameworks such as MITRE ATT&CK • Supporting the onboarding, validation and optimisation of data connectors and log sources • Reducing false positives through structured tuning, baselining and feedback from SOC analysts • Helping develop reusable detection content, playbooks and best-practice templates for CyberOne clients • Validate new or updated content hub detection capability • Collaborating with SOC analysts and incident responders to improve triage quality and investigation workflows • Producing clear documentation for detections, use cases, data requirements, assumptions and response guidance • Supporting client workshops and technical discussions around detection coverage, Sentinel maturity and monitoring / detection strategy • Keeping up to date with emerging threats, Microsoft security capabilities and detection engineering techniques

• Support the Head of Customer Success in running a world-class customer success function. • Take accountability for renewals, re-contracting, and solution evolution to minimise churn and maximise customer lifetime value. • Maintain a clear, accurate forecast of your pipeline — renewals, expansions, and opportunities in flight. • Meet customers regularly to understand their challenges and map them to the right CyberOne services and technology. • Build deep, trusted relationships with customers at every level — from IT teams to senior stakeholders. • Become the go-to person for everything service-delivery related. • Lead structured monthly/quarterly service reviews, ensuring actions are agreed, owned, and delivered on time. • Manage delivery against contracted SLAs and service schedules, ensuring we meet obligations and exceed expectations. • Handle escalations calmly and professionally, including producing Root Cause Analysis reports that strengthen customer confidence. • Produce monthly, quarterly, and annual service reports and deliver them via our customer portal.

• Support the Head of Customer Success in running a world-class customer success function. • Take accountability for renewals, re-contracting, and solution evolution to minimise churn and maximise customer lifetime value. • Maintain a clear, accurate forecast of your pipeline — renewals, expansions, and opportunities in flight. • Meet customers regularly to understand their challenges and map them to the right CyberOne services and technology. • Build deep, trusted relationships with customers at every level — from IT teams to senior stakeholders. • Lead structured monthly/quarterly service reviews, ensuring actions are agreed, owned, and delivered on time. • Manage delivery against contracted SLAs and service schedules, ensuring we meet obligations and exceed expectations. • Direct and oversee order processing, fulfilment, and customer requests end-to-end. • Handle escalations calmly and professionally, including producing Root Cause Analysis reports that strengthen customer confidence. • Keep internal teams aligned and informed so we move as one team around the customer. • Produce monthly, quarterly, and annual service reports and deliver them via our customer portal. • Identify where processes can be improved for speed, quality, and efficiency — then help implement those changes. • Own and maintain the customer performance improvement plans and action tracking.

• Manage the full project lifecycle for multiple client engagements, including security monitoring, vulnerability management, SOC Onboarding, professional services engagements, and incident response service deployments. • Act as the primary point of contact for clients, ensuring clear communication and expectations throughout the project. • Develop detailed project plans that align with client requirements, cybersecurity best practices, and managed service offerings. • Ensure timely delivery of cybersecurity solutions such as Security Information and Event Management (SIEM) platforms, Endpoint Detection and Response (EDR), and other managed security services. • Coordinate with the Security Operations Center (SOC) team and other technical resources to ensure smooth onboarding and integration of security solutions. • Identify potential project risks related to client environments, security tools, or compliance requirements, and work proactively to mitigate them. • Track and manage project scope, schedules, and budgets, delivering regular reports to clients and internal leadership. • Collaborate with sales, technical, and operations teams to scope and deliver projects that meet or exceed client expectations. • Drive continuous improvement by incorporating lessons learned from client engagements and refining project delivery methodologies. • Ensure all client projects adhere to industry security standards (e.g., ISO 27001, GDPR) and internal SLAs. • Lead and manage client projects involving Microsoft technologies, with a primary focus on Microsoft Azure and the wider Microsoft cloud ecosystem. • Oversee the delivery of Microsoft-based transformation, migration, and security enhancement projects within a managed services environment. • Coordinate cross-functional teams, including cloud engineers, security specialists, and SOC resources, to ensure successful delivery of Microsoft technology initiatives. • Ensure Microsoft technology projects are delivered in line with agreed scope, timelines, budgets, and quality expectations. • Act as a central point of coordination between clients, internal teams, and third-party vendors for Microsoft-related projects.

• Advise & Assess: Partner with customers to understand their business and security challenges, assess their Microsoft 365 environments, and identify meaningful improvement opportunities. • Design & Deliver: Architect and implement security and compliance solutions across Microsoft 365, aligned to Microsoft best practices, Zero Trust, and regulatory requirements. • Shape Strategy: Help clients define security strategies, roadmaps, and policies across organisations of varying sizes and maturity. • Hands-On: Lead implementations, tenant migrations, and greenfield deployments translating designs into secure, usable solutions. • Support Pre-Sales: Collaborate with sales teams on solution design, provide technical input, and contribute to Statements of Work and proposals. • Microsoft Partnership: Become the technical face of CyberOne when engaging directly with Microsoft by engaging with their product group and engineering teams.