Florian B.

-Act as a trusted technical advisor to a strategic client, ensuring their long-term success and maximizing the value derived from Trend Micro solutions.

-Provide proactive customer support through regular health reviews, best practice recommendations, and threat intelligence reports tailored to the client's context.

-Define, monitor, and analyze key KPIs to measure solution adoption and usage (utilization rates, activated features, platform maturity) as well as the quality of technical support (case status, resolution times, escalations).

-Represent the customer's voice internally, ensuring their needs, challenges, and priorities are clearly considered by Trend Micro teams.

-Provide on-site support: advice, technical expertise, and troubleshooting throughout the onboarding, implementation, and operational phases.

-Manage the account from a technical perspective through proactive product updates, monthly/quarterly reviews, threat assessments, performance indicator monitoring, and training sessions on solutions and emerging threats.

-Lead and coordinate escalations to ensure rapid and effective resolution of technical support incidents.

-Collaborate closely with the account manager to identify expansion opportunities and anticipate potential risks.

-Contribute to continuous improvement initiatives and internal projects aimed at enhancing customer experience and satisfaction.

Trend Micro Vision One (XDR), Apex One, Deep Security / Cloud One, Email Security, Network Security, Threat Intelligence, IOC / IOA, MITRE ATT&CK, SIEM integrations, REST API, AWS / Azure, Active Directory, Endpoint & Network Telemetry, SOC collaboration.

Conduct technical discovery, presentations, and solution design phases for key accounts.

Develop proposals aligned with compliance, risk, and business objectives.

Collaborate with sales teams to drive the adoption of secure communication solutions across various industries.

Provide strategic and technical support to key EMEA partners as a trusted point of contact.

Deploy technical training and enablement programs to accelerate partner adoption and autonomy.

Coordinate the management of critical incidents and escalations, focusing on service continuity and partner satisfaction.

Actively participate in knowledge capitalization and dissemination initiatives to enhance team effectiveness and partner experience.

Technical environment: Sophos Central, Sophos Firewall (XG), Sophos UTM, Intercept X, Endpoint & Server Protection, Email Security, Sophos MDR, Sophos VPN (IPsec / SSL), Authentication Services, Azure AD, Active Directory, SIEM / Logs, Incident Response, Sophos Central APIs.