Sophos

• Provide day-to-day IT support for users across Japan primarily and rest of APJ • Manage and maintain end-user devices, peripherals, and workplace technology • Deliver onboarding and offboarding activities, ensuring all IT access, equipment, and account requirements are completed accurately and on time • Maintain asset records and ensure inventory information remains up to date • Monitor and manage the Ticket queue and Genesys chat queues, ensuring requests are triaged and handled within agreed service levels • Troubleshoot and resolve hardware, software, access, and collaboration tool issues • Work closely with local users, global IT teams, and third-party vendors where required • Create and maintain knowledge articles, support documentation, and process guides • Identify opportunities for process improvement and operational efficiency • Participate in automation, AI, and service improvement projects assigned to the team • Support testing, implementation, and adoption of new tools and processes • Share knowledge and provide guidance to junior team members when required • Participate in project activities and support business initiatives as needed

• Manage named accounts accountable for engagement and satisfaction over the lifetime of the customer. • Establish key relationships with the customer, ensuring regular check-ins to understand, and address promptly, client needs and concerns. • Develop strong relationships with key buyers and influencers in customer accounts and leverage these during the lifetime of the customer. • Partner with the customer to build a joint plan for success, maintaining a detailed understanding of the customer’s business to achieve high levels of customer satisfaction, engagement, and adoption of Sophos technology. • Deliver an outstanding customer experience to support our brand promise of delivering superior cybersecurity outcomes and to facilitate the cross-sell and upsell of services and products. • Monitor customer analytics and KPIs to reinforce the value of the customer solution and identify areas to improve customer experience and optimize the solution. • Conduct regular business reviews, clearly articulating the specific value Sophos’ services are delivering to the customer and progress on specific customer milestones and goals. • Coordinate activities of associated roles across onboarding, sales, product operations, services, and renewals to ensure smooth handoffs and optimal customer experience. • Sustain business growth and profitability by maximizing value, driving usage, adoption, upselling services, and reducing churn. • Act as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams within Sophos are engaged for quick resolution. • Work within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience.

• Lead, mentor, and manage a team of Cyber Risk Advisors • Conduct regular 1:1s and provide ongoing coaching • Oversee day-to-day workload distribution • Act as the primary escalation point for technical issues and customer concerns • Partner with the Director of Operations on team hiring and onboarding • Identify skill gaps and drive development initiatives • Track and report on service-level and individual performance KPI metrics • Serve as a trusted Cyber Risk Advisor for a portfolio of customers • Lead high-stakes Cyber Risk Advisory sessions • Monitor customer environments for vulnerabilities and emerging threats • Ensure service translates into measurable reductions in attack surface • Handle escalated customer issues with professionalism

• Contribute to the design and implementation of product features that align with technical strategy, quality standards, and functional requirements. • Develop full lifecycle code from development, testing, production, and subsequent fixes and improvements. • Participate in release planning, providing reliable estimations and delivering work that meets scope and quality expectations. • Engage in code reviews and other collaborative engineering practices. • Take part in daily standups, sprint ceremonies, and retrospective discussions. • Participate in security reviews of new development to help ensure compliance with Sophos security requirements and industry best practices. • Troubleshoot and resolve issues as a first responder in the team.

• Lead day-to-day MDR operations, overseeing case queues, analyst workloads, SLA performance, escalations, and resource allocation to ensure consistent service delivery. • Guide and review incident investigations, validating findings, assessing business impact, recommending response actions, and ensuring appropriate escalation management. • Serve as a key point of coordination during customer and internal escalations, providing clear updates, risk assessments, recommendations, and resolution plans. • Coach, mentor, and develop MDR analysts through case reviews, feedback, skills development, and performance management. • Conduct quality reviews of investigations, customer communications, documentation, and calls to drive operational excellence and continuous improvement. • Analyse operational metrics and dashboards to identify trends, risks, capacity constraints, and opportunities to improve service quality, efficiency, and customer outcomes. • Develop and maintain SOPs, playbooks, workflows, and knowledge-base content to improve consistency and operational readiness. • Provide technical leadership in intrusion analysis, incident response, digital forensics, malware investigations, and threat hunting activities. • Lead response efforts during significant security incidents, ensuring effective coordination, decision-making, and ownership through resolution. • Stay current on threat actor tactics, techniques, and procedures (TTPs), leveraging threat intelligence to enhance investigations, detections, and response capabilities. • Partner with Engineering, Labs, and Content teams to improve detection quality, reduce false positives, and address recurring investigation gaps.

• Build and manage a robust sales pipeline across our SMB / Mid Market accounts • Qualify opportunities with precision and forecast with confidence to meet and exceed your targets • Lead full sales cycle from territory planning, demand generation, discovery, solution alignment, commercial closure, to long-term account expansion. • Build strong executive relationships with CISOs, CIOs, and security leaders to understand business challenges and drive value-based selling. • Collaborate with our Channel Sales team and partner ecosystem to expand reach and generate pipeline through indirect engagements. • Work closely with Sales Engineers and channel partners throughout the sales cycle to ensure high customer satisfaction and strong adoption of Sophos technologies. • Represent the brand at industry events, customer briefings, and strategic forums.

• Lead cross-functional initiatives focused on reducing friction, removing bottlenecks, and improving the Sales & SDR revenue generating potential. • Design and improve core GTM processes across lead management, routing, qualification, handoff and pipeline progression workflows. • Partner with Sales, SDRs, Marketing and Systems teams to identify process gaps, define business requirements, and implement scalable solutions. • Document current-state and future-state workflows to ensure design meets the desired outcome not just stakeholder input. • Support Stakeholders in “Idea to Implementation” process by prioritizing initiatives that drive true revenue impact and use existing dashboards, data trends, current process & systems to provide guidance & recommendations when needed. • Translate strategic initiatives into operational plans, timelines, and change management activities that support successful rollout. • Support systems enhancements by partnering on workflow design, ticket creation, solution UAT, release readiness, and post-launch optimization.

• Lead cross-functional initiatives focused on reducing friction, removing bottlenecks, and improving the Sales & SDR revenue generating potential. • Design and improve core GTM processes across lead management, routing, qualification, handoff and pipeline progression workflows. • Partner with Sales, SDRs, Marketing and Systems teams to identify process gaps, define business requirements, and implement scalable solutions. • Document current-state and future-state workflows to ensure design meets the desired outcome not just stakeholder input. • Support Stakeholders in “Idea to Implementation” process by prioritizing initiatives that drive true revenue impact and use existing dashboards, data trends, current process & systems to provide guidance & recommendations when needed. • Translate strategic initiatives into operational plans, timelines, and change management activities that support successful rollout. • Support systems enhancements by partnering on workflow design, ticket creation, solution UAT, release readiness, and post-launch optimization.

• Work directly with SOC analysts and leaders to fully understand the evolving workflow of security operations. • Gain insight into the customer experience through direct and indirect customer interactions. • Translate customer experience insights into defined operational gaps (e.g., training, documentation, process) and drive alignment on corrective actions. • Analyze end-to-end workflows to identify cross-functional gaps, inefficiencies, and improvement Opportunities. • Track and validate the impact of improvement initiatives, ensuring changes result in measurable gains in customer experience and performance. • Proactively identify emerging risks and trends in performance or customer experience, enabling early intervention. • Collaborate across teams to understand external drivers that affect service delivery. • Assess change management impacts to service teams, identifying risk and outlining readiness goals. • Identify opportunities in quality, performance, efficiency, and consistency within service delivery and provide detailed recommendations for measurable improvement. • Develop and revise policies, guidelines, and other documentation as needed and as related to the role. • Thoughtfully integrate AI solutions into every relevant aspect of operational performance analysis. • Define and refine performance metrics to ensure alignment with customer experience, quality, and operational outcomes. • Conduct in-depth root cause analysis when unforeseen deviations in performance are not observed within our existing metrics. • Communicate complex information clearly and confidently across verbal, written, and visual formats, tailored to diverse leadership audiences. • Continuously improve the maturity of our quality assurance program.

• Grow new acquisitions and existing customer business within assigned SMB territories: Saudi Arabia and Pakistan. • Be accountable for monthly revenue goals through deal qualification, prior customer engagement, and value-based positioning of Sophos solutions. • Understand end-to-end deal flow processes, including the roles and responsibilities of cross-functional support teams, to quickly resolve issues. • Ensure quotes and other sales-related tasks are processed in a timely, efficient, and accurate manner while maintaining compliance with internal policies. • Use Clari and Power BI tools to manage the weekly sales funnel and assigned sales metrics. • Communicate effectively and efficiently with customers, partners, and distributors to progress assigned tasks. • Achieve agreed quarterly sales goals and performance indicators, including daily standards for the number of tasks handled and closed. • Effectively communicate with Sophos prospects and customers using phone, email, LiveChat, SMS, and Sales Engagement tools. • Add value to the channel business through best-in-class partner support, driving new logo and cross-sell campaigns with a strong growth mindset.