Expel

• Act as a change agent and educator, you’re not just a salesperson • Understand what Expel does and how it maps to your customer's business problems • Introduce Expel to the customers who believe in you and tell them what we do. Find where we fit and bring them on board, so we can help them together. • Engage with new prospective customers. Begin to build your personal relationship with them as you tell them about Expel. If Expel fits, change them from prospects to customers. • Tell us what you learn as you explore the market. Help us understand where Expel fits, what we are missing, how can we be better, and ultimately, get to “yes” before “no” • Seamlessly own the full sales cycle with a high degree of technical proficiency, familiarity with MEDDPIC is a plus

Role Description You’ve caught the security bug. Maybe it was the 18th breach-related credit-monitoring notification that started you down a research rabbit hole. Maybe you like the competitive nature of going against the world's best attackers. Maybe you like computers and protecting people and just realized there is a job that checks both of those boxes. One thing is for certain; you are set on becoming a cyber security analyst. You’ve read the blogs, watched tutorials, downloaded Wireshark and collected some network traffic, maybe even gotten a cert. Now it's time to join the fight! 90+% of data breaches begin with phishing, and our growing Managed Phishing service sets out to keep our customers secure. If you want to help grow this team, and break into security analysis, we’d love to speak with you! A Junior Security Operations Center Analyst position at Expel may be just what you’re looking for. Not only will you help our customers stay safe, you’ll learn how to think like an attacker, respond to real attacks, and be encouraged to innovate and solve problems. Surrounded by seasoned analysts, you’ll have no shortage of mentors eager to help you master the art. Qualifications - Flexibility and an openness to new challenges because, hey, startup life - Client comes first mindset - you aim to answer questions and process customer requests quickly and to a high standard - An inquisitive mind and a noble spirit - A keen sense of humor - A fundamental understanding of phishing, TCP/IP, and core application layer protocols - Basic understanding of Windows, Mac, and Linux operating systems and command line tools - Awareness of cloud applications (O365, Okta, etc) and cloud infrastructure (AWS, GCP, Azure) - Familiarity with the attack lifecycle (or kill chain, if you prefer) - Knowledge of attack vectors, threat tactics, and attacker techniques - Excellent analytical and prioritization skills - you can navigate competing priorities, spot the details most people don’t and ask for help when you need it - Clear and concise written communications - you know how to change your tone for the audience and can seamlessly switch between slacking a team member, a customer, or writing a report - A bachelor's degree in a technical field or a compelling story Requirements - Participate in our 24x7 shift rotation: bad actors remain active throughout nights, weekends, and holidays so we’re always watching - Apply your real passion for information security at protecting our customers - Be perpetually dissatisfied with the state of affairs, then help us get better - Help us meaningfully impact the security of our customers' organizations - Once we bring you up to speed, constantly experiment to find new ways of catching bad actors Benefits - Compensation for this role is €45,000 EUR + 20% bonus & equity - Eligibility for unlimited PTO (which we model and encourage) - Work location flexibility - Up to 24 weeks of parental leave - Excellent health benefits

• Help design, execute and continuously improve playbook-driven customer interactions across the scale segment: new customer/onboarding, health checks, renewals, proactive outreach • Own specific motions or programs within the model, from design through execution and measurement • Exercise judgment on edge cases, distinguishing between situations that fit the playbook, situations that need a creative solution, and situations that require escalation • Design and lead one-to-many customer engagements: webinars, digital campaigns, scaled communications • Identify patterns in customer interactions and translate them into process improvements that make the scale function stronger • Maintain technical credibility in every interaction, speaking knowledgeably about Expel's service, security operations, and common integration patterns • Provide coaching and guidance to associate-level team members on process execution and customer handling • Contribute to the design of the scale operating model itself: systems requirements, automation workflows, measurement frameworks

• Execute playbook-driven customer interactions across the scale segment: new customer/onboarding sequences, health checks, renewal prep, proactive outreach • Handle inbound customer requests through shared queues, resolving issues using established processes and documenting outcomes • Monitor health signals and act on automated alerts, escalating when situations exceed the playbook • Participate in one-to-many customer motions: webinars, office hours, digital campaigns • Maintain technical credibility in every interaction, speaking knowledgeably about Expel's service and security operations basics • Flag gaps in playbooks and processes as you encounter them, contributing observations that help the team improve • Provide surge support during security incidents affecting scale customers

• manage Expel's TSE team • hire, coach, develop team members • keep SLOs green • handle hard escalations • transform the function to accomplish significantly more by eliminating wasted work

• Lead conversations about our metrics and dashboards, and leverage multi-sourced data and analytics principles to give answers to our team on how we can optimize our data and programs • Understand the connection between all of our data sources and how to pull them together in fact and dimension models • Build and cultivate a positive relationship between teams where metrics and goals are aligned • Provide data-driven recommendations to help teams across the business be more efficient and successful

• Write and edit technical content: blogs, threat reports, data sheets • Hunt for stories and embed with threat intel and SOC teams • Interview security experts and translate their knowledge into content • Turn one piece of research into many formats: blog, social, report • Work with cross-functional teams to ensure technical accuracy • Write with SEO in mind and follow the in-house style guide

• Carry a portfolio of complex commercial and enterprise accounts • Drive ABR toward 95%+ across your portfolio • Own strategic relationships with economic buyers and security leaders • Lead business reviews focused on outcomes and driving resolution • Identify and qualify expansion opportunities and partner with Account Executives to close • Orchestrate internal resources so nothing falls through the cracks • Help customers build the internal case for Expel • Own executive communication during security incidents • Mentor and coach junior CSMs on complex situations • Participate in on-call rotation for customer escalations a few times per year

• Drive renewal rates toward 95%+ across your book of business by staying ahead of risk, building genuine relationships, and helping customers get measurable value from Expel • Own the business relationship with security leaders, key practitioners, and where possible, the people who hold the budget — and make sure they can articulate Expel's value to their own leadership • Lead business reviews (sync or async, depending on the account) that tie Expel's work directly to what the customer cares about • Spot and qualify expansion opportunities — cross-sells, upsells, overages — and hand them off to Account Executives to close • Orchestrate internal resources (SSEs, TSEs, Support, Product) to make sure nothing falls through the cracks when customers need something • Keep customers informed and calm during security incidents, coordinating with the SOC on the technical side while you handle the relationship • Forecast renewals accurately, support senior teammates on complex situations, and participate in an on-call rotation for escalations a few times a year

• Lead, coach, and develop a team of CSMs across multiple levels and geographies; meet people where they are and systematically raise their game in value communication, renewal execution, and stakeholder engagement • Own ABR and DBGR outcomes for your team’s portfolio; drive forecast accuracy and hold the team accountable for surfacing and addressing renewal risks early • Coach CSMs through the full renewal cycle — from health monitoring and success planning to commercial negotiation and close • Set clear performance expectations and manage to them with both directness and care • Maintain active visibility into customer health; make sure the right conversations are happening at the right cadence and quality • Partner with TAM, SSE, TSE, Support, and Product to connect your customers with the technical depth they need • Be present for your team and your customers when it matters — including across time zones and through escalations