Sr. Critical Account PM

As the number of cyberattacks and digital threats continue to grow, our world needs more passionate and innovative individuals who seek to be trailblazers in and shapers of the rapidly evolving cybersecurity landscape.

At Trend Micro, we offer tremendous opportunities that will challenge and equip you to become engineered to do good in whatever path you take. By choosing to be an agent of change, you will be part of an impactful mission that aims to make the world safe for exchanging digital information.

Escalation Management:

• Take full ownership of critical situations impacting strategic customers, including product issue, detection issue and deal-driven feature request, with direct access to R&D and Product Managers
• Maintain cohesive and comprehensive communications with all stakeholders in multiple tracks, with executive level reporting on progress, action plans and strategy
• Form a solid understanding of the business impact to the customer, and the internal impact any proposed solution or workaround can have; ensure all parties are aware of the challenges

Product Development:

• Maintain feedback channels for exchanging ideas and updates on product feature requests
• Setup calls with customers on-demand to provide direct feedback
• Help advise on development priorities using data and customer feedback
• Track themes, patterns, and systemic gaps to proactively advise to PM for product planning priorities

Project Management:

• Organize and maintain strategic product operations projects on behalf of Product Owners
• Projects usually span multiple teams within the organization
• Maintain a register of all project’s organization-wide to optimize resource utilization, ensuring that work isn’t being done in silos that could benefit everyone globally

You have:

• Experience leading and influencing without authority
• Excellent communication skills (both written and verbal) and a strong ability to negotiate, mediate and chair discussions under stressful conditions with ongoing business-critical outages
• Familiarity with Vision One platforms, cloud infrastructure, and/or cyber threat detection solutions.
• A desire to develop a deep awareness of Trend Micro operations and form long-lasting coalitions with key players both internal & external
• An entrepreneurial mindset that balances creative problem solving with the desire to run through walls to deliver outcomes
• You possess the ability to understand complex technical issues and share with different stakeholders at all organisation levels CxO, VP, and engineers both internal and customer
• An analytical, planning, and process building capability
• The ability to occasionally work flexible hours based on business and customer needs in addition to occasional international travel for customer facing meetings or Trend Micro business events
• Ideally 4+ years of industry experience in an operational role and/or 4+ years in a top tier consulting firm, with demonstrated competence handling complex scenarios
• Ideally an undergraduate from a top university in an analytics heavy major (e.g., Engineering or Economics) and/or a graduate degree from a top university in Engineering, Economics, or Business