Technical Implementation Manager

Summary

Join Red Canary as a Technical Implementation Manager (TIM) and play a key role in ensuring customer success with our products. You will provide hands-on guidance and support during the implementation phase, engaging in clear communication with clients to customize integration and align with their business needs. Responsibilities include establishing a foundation for a world-class onboarding organization, partnering with other teams to scope and provision accounts, clearly communicating technical requirements, setting expectations and timelines, and monitoring customer portals. This role requires experience with EDR, MDR, and licensing configuration, strong communication skills, and the ability to prioritize customer needs. Red Canary offers a competitive salary, bonus program, stock options, and a comprehensive benefits package including 100% paid premiums for medical, dental, and vision, flexible time off, paid parental leave, and a flexible work environment.

Requirements

• Experience working with EDR, MDR, and licensing configuration or similar tools/systems is required
• A listener first, adept at working across internal and external teams with competing priorities
• Understand how to prioritize customer needs and escalate if needed to the appropriate internal team
• Independent and self-sufficient, focused on the needs of your customers and genuinely excited about forging a path forward when none exists
• Willing to push back on customers when in their best interest; comfortable with difficult conversations
• Strong written and oral communication skills with proven ability to initiate and manage relationships via phone
• Emphasis on attention to detail and quality

Responsibilities

• Serve as a key member of the Onboarding Team, providing hands-on guidance and support to customers during the implementation phase of Red Canary products within their internal systems
• Engage in clear dialogue and cadence with clients to customize the Red Canary integration phase ensuring the solution aligns with client business needs and technology stack
• Establish the foundation for building a world class Onboarding organization by delivering best in class service while playing a key role in developing scalable processes and measurable outcomes
• Partner with the Customer Success and Sales teams to successfully scope and provision customer accounts
• Clearly communicate technical requirements to clients to ensure data collection is handled effectively and timely
• Set clear expectations, timelines, and milestones with each customer, and meet these targets as they move through the provisioning process
• Monitor customer portals during onboarding to validate setup and configuration

Preferred Qualifications

• Hands on experience with Carbon Black, Crowdstrike, and/or Endgame, preferred
• Ability to deploy software (SCCM, JAMF, Batch), preferred

Benefits

• 100% Paid Premiums: Red Canary offers a 100% paid plan option for medical, dental and vision for you and your dependents. No waiting period
• Health & Wellness - Access to mental health services, Employee Assistance Program and additional programs to incentivize healthy habits
• Fertility Benefits: All new hires are eligible for benefits as of their first day
• Flexible Time Off: Take the time you need to recharge including vacation, sick, bereavement, jury duty, and holidays
• Paid Parental Leave- Full base pay to bond/care for your new child
• Pre-Tax Plans - Red Canary offers a variety of plans to fit you and your dependent specific needs including FSA, HRA and HSA, with employer funding to offset out of pocket health care expenses
• Flexible Work Environment- With 60% remote workforce, Canaries can work virtually from almost anywhere in the US