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Customer Success Management
21
October

The Secure Sense Approach to Customer Success

October 21, 2020
In Company
By Mackenzie Parnham

A founding principle at Secure Sense is our dedication to customer success and care – an approach that spans across all areas of business.

Each practice is fuelled by creating the best customer service outcome, so the natural next step was to integrate a Customer Success Management Team (or CSM for short!) into our Managed Services offerings. Our CSM team is now an integral part of all our Managed Service offerings, delivering customer success!

What exactly is a Customer Success Manager?

When you work with Secure Sense as a managed service customer, you will be appointed a dedicated Project Manager to ensure your service is onboarded correctly and a Customer Success Manager who will serve as the liaison between you and our MSSP team, and Secure Sense management. They ensure that you get the most out of your service.

How is a CSM team beneficial to your security?

The key responsibilities of our CSM team go beyond ensuring your service runs smoothly and identifying opportunities to improve the service, but rather extend to become your go-to contact throughout the term of your service to ensure ultimate success in your security, return-on-investment and troubleshoot any conflict that may arise. An open dialogue approach allows your CSM to continuously make improvements to ensure your requirements are met while developing and maintaining all documentation to keep track of your services and help the Sales team to keep track on your product expiration dates.

Why will a Secure Sense Managed Service help my business?

Secure Sense is committed to providing your business with the best security and the highest levels of customer success and service. A Secure Sense managed service will allow your business to have access to a team of experts while saving the cost of hiring your own cybersecurity team. Not only will you receive a white-glove service that Secure Sense customers have come to expect working with an MSP gives your business maximum operational efficiency allowing you to get the most out of your investment. You will also have peace of mind knowing you have dedicated resources for your security – from your account manager to our project manager,  CSM team, 24×7 SOC plus a SOC advocate who will altogether provide you with a high-quality service. Your service is our top priority and your environment will always be protected.

A Real World Scenario

During a weekly scheduled Service Status meeting, a SIEM customer expresses the following challenge to their CSM: The majority of their workforce has been moved to a remote work due to COVID-19. There is now significant pressure from management to increase the visibility of the value and effectiveness of the current endpoint security controls with messaging tailored to C-level/Executive stakeholders.

CSM: Behind the Scenes

The CSM in turn briefs the SOC and SOC Advocate in order to collect the required information and formulate an initial approach specific to the customer’s controls. The proposed work is discussed in detail with members of the broader technical team. The plan is to leverage their Managed SIEM to correlate data across relevant security controls via a series of complex and precisely tuned AI Engine rules. Our reporting specialists are also engaged to prepare templates to express the new custom metrics in a manner that will be immediately understood and impactful. The new rule logic is implemented and tested before being enabled in production and any adjustments fine-tuned. Production data is ultimately exported as data sets needed for the new reporting deliverables. The CSM and SOC Advocate work with the resources creating the final product to ensure it meets the needs that have been expressed by the customer and samples are presented to the customer team to gain approval.

What the Customer Sees:

The customer had a need and expressed it to the singular point of contact to whom they know they can take any request. Within a matter of hours, the customer receives an update and expectations are set for the time and effort to produce a sample deliverable. Regular updates are provided by the CSM in a non-obtrusive manner (SAM Portal Ticket, Email, etc. according to established preferences) so the customer can track progress at their convenience without additional demands of their time. Within the agreed timeframe, the customer receives samples from the CSM who asks for their feedback to fine-tune the new reporting deliverables and the final product is rolled into production and the customer reports to their stakeholders, a new fancy report in hand.

Key Benefits

  • A single discussion with a single contact whose job is to know their services, business and environment
  • Dedicated management of new initiatives resulting in efficient turnaround for requests
  • Proactive communication at expected intervals in an expected manner
  • Peace of mind that the matter is being handled specifically by resources who make it their business to be informed about customer specifics

Interested in how a Secure Sense CSM can help your organization?

We’d love to chat! Get in touch with a Secure Sense sales team member here to discuss your managed service options.

On the blog yesterday we discussed the real value of a managed service. Catch up here.

In honour of Cyber Security Awareness Month, we will be sharing insight on the latest cybersecurity news, tips from Secure Sense experts and general security knowledge geared towards keeping you out of the headlines and focused on what matters most, your business. Don’t miss a beat by following along on our Twitter, Facebook and LinkedIn Pages.

Check back on this month’s blogs for more on cybersecurity awareness:

Security Technologies: SD-WAN

Security Technologies: Next-Gen Endpoint

How To Protect Against Coronavirus Phishing Scams

The New Cyber Norm

The Real Value of a Managed Service

Secure Sense is the security provider that cares. We are a team of experts with a passion for IT and protecting your organization is what motivates us daily. If you have questions or want to learn more about how we can improve your organization’s security, our services or just want to chat security please give us a shout.

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A Secure Sense Competitive Advantage

Welcome back to the Cyber Security Month blog! In last week’s blog, we talked about the importance and value of an MSSP, what sets Secure Sense apart from other MSSP’s and how Secure Sense can help your business. Today, we want to continue the conversation around the competitive advantage of working with Secure Sense and what sets us apart in the world of managed security.

In addition to our dedicated customer success teams and our 24×7 SOC (read more in the previous blog here) Secure Sense’s white glove service stands out in many other ways. Continue reading to find out the secret keyphrase, and our competitive advantage.

Expert engineers/analysts

Our experienced technical team comes from diverse technical backgrounds, representing a wealth of security knowledge. They play an integral role in everything we do at Secure Sense; from evaluating partners to developing services, allowing us to focus entirely on the best products and the highest training certificates.

Our engineers, architects, and analysts are required to ensure they are up-to-date on technical training. In addition to solution technical training, our technical team has focused on training in the following areas:

  • Communication for clearer and more accurate ticket updates​
  • Troubleshooting skillsets have led to fewer escalations internally, and ultimately shorter times to remediate​
  • Critical analysis skills which have measurably improved our ticket responses in providing higher quality responses to tickets.

This training has had a measurable increase in the quality of our services, as well as time to remediate and reduce escalations.

Our SOC has many teams that work with our expert analysts to ensure you receive the most from your service. In addition to our security analyst team, Secure Sense has four other technical teams: the reporting team, the threat intel team, the automation team, and the purple team.​

Automation team:

The Secure Sense automation team reviews customer requests, as well as potential customer controls, and ties those controls in with our managed services for automated systems mitigation, stopping threats in their tracks.​

The team is also responsible for:

  • Automated SIEM log analysis, tied into our Threat intelligence team to streamline the ingestion of IOCs into our managed services.
  • Implementing our vendor vulnerability review and remediation systems allows us to reduce our critical vulnerability remediation windows and provide improved visibility into coverage and reporting.
  • Delivering smart-responses from our SIEM solution, and implementation of Reporting team recommendations and improvements.​
  • Automating reporting and alerting directly into our ServiceNOW portal, providing short response times to customer alerts

Reporting team:

Secure Sense has created a dedicated reporting team to streamline and bring more meaningful data to our customers on a regular basis. This team not only builds custom reports, but also analyzes how our customers are using our services, identifying any particular improvements that we could be making to the services, and providing recommendations to the rest of the managed service teams.​

Our reporting team also builds datasets and analyses based on our customer tickets, as well as managed service systems, to identify new use cases and patterns that we can leverage to improve services internally.​

Threat intel team:

Our internal Threat Intel team reviews various events that have occurred and identifies the relevant TTPs. They provide this intelligence to our purple team which will operationalize it.​

The Secure Sense threat intel team focuses on both systematic collection of IOCs and analysis thereof, as well as individual TTPs that are used to identify new and emerging threats. ​The team looks at those tools, Techniques and procedures that threats are using in the market, and identifies how they could be leveraged against our existing customer base, along with better enhancing our services to detect those TTPs when in use.​​

Purple team:​

Secure Sense’s Purple team reflects the blend of both defensive or blue team skillsets, along with offensive or red team skillsets. The team takes tools, techniques and procedures identified by the threat intel team, analyses our customer’s environments and identifies if we can detect them. ​ With customer collaboration, the Purple team can provide execution packages where we can simulate specific components of a threat, and then validate that we have visibility into that TTP being run in a customer environment.

Professional services

Secure Sense’s implementation and support experts are experienced in a wide variety of Professional Services engagements with specialized tactical teams within our extended technical bench, focused on specific technologies and or products.

In most cases, Professional Services are project-based services that require a skilled engineer or architect for a one-time project or short-term change in your organization; or a senior consultant to provide a wide range of risk advisory services. Project teams will also typically address any ongoing support or maintenance after the initial project is complete.

Our cybersecurity consultant team and senior architects hold a broad range of top industry certifications and credentials, along with many years of experience in the industry. Our methodologies for common engagement types have been developed and refined to reflect the most up-to-date best practices and to scale to projects of any size, including global enterprise enablement.

A few of the engagements we commonly offer include:

  • Cybersecurity Architecture Assessment and Design
  • Solution Implementation Services
  • Health Checks
  • Penetration Testing
  • Vulnerability Assessments
  • Threat and Risk Assessment
  • Enablement & Training
  • Ongoing Support

Secure Sense focuses on continual training and certification among our technical ranks in order to provide the most knowledgeable technical support.

Security training

Secure Sense offers security training and can assist in helping your organization to create its cyber security training program. From general employee awareness training to specific security training for your IT and security staff, Secure Sense can help your organization combat the threats they face on a daily basis. Our team is able to offer:

  • Engaging user awareness training for end-users
  • Technology training for security solutions and products
  • Security Analyst training
  • Threat hunting training
  • Threat simulations to give your internal security teams practice in using internal tools
  • Tabletop exercise development and execution to simulate incidents and incident response

Your Key word is “Purple Team”

Don’t forget! Take this keyword and head to our LinkedIn page here to comment on it for your chance to win one of many prizes this month!

As always, if you’re interested in learning more about Secure Sense’s competitive advantage or any of our services, don’t hesitate to reach out to us at 866-999-7506 or sales@securesense.ca!

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