Technical Implementation Manager

As a Technical Implementation Manager at Red Canary, you will serve as a crucial member of the Onboarding Team, guiding customers during the implementation phase of Red Canary's cybersecurity products. You'll engage in meaningful discussions with clients to tailor the integration phase, ensuring it aligns with their business and tech needs. You will also establish clear expectations, timelines, and milestones with customers, facilitating smooth processes to maximize their investment in our solutions.

To thrive as a Technical Implementation Manager at Red Canary, candidates should possess experience with EDR, MDR, licensing configurations, or similar tools. Strong communication skills and attention to detail are essential, as you will be interfacing with clients and internal teams. Familiarity with software deployment tools, like SCCM or JAMF, is a plus, but it's your enthusiasm and customer-first approach that will set you apart in this role.

At Red Canary, we are committed to the growth of our employees, including Technical Implementation Managers. We encourage continuous learning through training sessions, relevant workshops, and participation in industry conferences. Your role in developing scalable onboarding processes will also provide invaluable hands-on experience in enhancing your skills and understanding of cybersecurity.

Yes! Red Canary embraces a remote-first culture, allowing Technical Implementation Managers to work from virtually anywhere in the US. This flexibility fosters a healthy work-life balance, making it easier for you to focus on providing top-notch service to our customers while enjoying the comfort of your own home.

Red Canary takes pride in offering a comprehensive benefits package to our Technical Implementation Managers. This includes 100% paid premiums for medical, dental, and vision, flexible time off, paid parental leave, and access to wellness programs. Additionally, we provide the opportunity for participating in our bonus program and stock options, ensuring that our employees feel valued and supported.

In the role of Technical Implementation Manager, it's crucial to listen actively and assess the urgency and impact of each customer's needs. I typically evaluate priorities based on deadlines, the complexity of requests, and potential impact on the customer's integration experience. By maintaining open communication with both customers and internal teams, I can effectively allocate resources and address the most pressing issues while keeping clients informed.

Certainly! In a previous role, I had to explain to a client that their requested timeline for deployment wouldn't be feasible due to technical constraints. I approached the conversation with empathy, acknowledging their needs while clearly outlining our reasons. By involving them in the solution process and discussing alternative timelines, we managed to maintain a positive relationship and align our goals effectively.

To ensure successful onboarding, I utilize a structured process that includes setting clear expectations and milestones up front. I often create detailed onboarding plans tailored to each client, outlining timelines and technical requirements. Frequent check-ins during the implementation phase allow me to address any roadblocks promptly, fostering transparency and trust.

I stay well-informed about cybersecurity trends by subscribing to industry-leading publications, attending webinars, and participating in professional networks. Engaging with colleagues and attending conferences also allows me to share insights and strategies that can benefit our clients during the implementation process.

When dealing with varying client systems, I take a comprehensive approach by first thoroughly understanding their existing technology stack. This often involves asking detailed questions to gain insights into their infrastructure. I then communicate necessary technical requirements clearly, ensuring alignment with their systems and addressing any complexities up front.

The most crucial skill for a Technical Implementation Manager is effective communication. It’s essential to clearly convey technical concepts to non-technical stakeholders while also understanding their needs. Building rapport with clients and ensuring they feel supported throughout the process is vital for successful implementation.

My customer service approach focuses on empathy, active listening, and proactive problem-solving. By prioritizing the client's experience and maintaining an open line of communication, I strive to ensure they feel supported and valued throughout the implementation journey.

I've worked hands-on with various software deployment tools, including SCCM and JAMF, during multiple implementation projects. My familiarity with these platforms allows me to guide clients through installation processes and address any technical issues efficiently.

To ensure accurate data collection, I establish a clear set of requirements with clients at the outset of the onboarding process. I also monitor their progress continually and provide hands-on support to address any issues that may arise, ensuring that all data is collected effectively and in a timely manner.

I view client feedback as a valuable tool for improvement. I actively solicit input during and after the implementation process, which allows me to adjust strategies and better meet their needs. This feedback loop not only enhances the onboarding experience but also strengthens our long-term partnership with clients.