catonetworks · USA
Cato Networks is the converged network and security cloud for the AI era. As AI reshapes cybersecurity, enterprises face a dual challenge: unlocking AI’s potential while defending against AI-driven attacks. Cato addresses both through a unified, cloud-native platform, providing the visibility and context to prioritize risks and stop threats in real time across users, applications, data, and AI agents. Join us as we scale: take on ambitious technological challenges and shape the next generation of enterprise security at a company trusted by thousands of organizations worldwide. The Support Delivery Manager (SDM) is a customer-facing role responsible for driving success and ensuring an exceptional support experience for up to 4 strategic accounts. Acting as the lead advocate for customers, the SDM collaborates across teams to oversee support operations, align on strategic objectives, and ensure customers achieve maximum value from the product. The SDM stays on top of ticket statuses, drives solutions, and keeps communication clear and proactive. With a strong technical background, they help troubleshoot issues, spot trends, and guide customers through challenges. They also act as the main escalation point, run regular check-ins, and build solid relationships to ensure smooth collaboration. Key Responsibilities and Role Overview Serve as the primary point of contact for up to 4 accounts, building and maintaining strong, long-term relationships with key stakeholders. Conduct regular technical reviews to analyze support trends, ticket resolution progress, and critical issues, ensuring continuous improvement and maximizing product value realization Offer high-level oversight, coordination, and comprehensive supervision of the various tickets managed across teams, including ILMM, NOCaaS , MDR and Support. Oversee open support tickets for assigned accounts, monitoring trends and ensuring timely resolution within SLAs. Continuously …truncated… municate ticket progress, statu…
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