Advisor, Cyber Operations & MSP Engagement

SUMMARY

The Advisor, Cyber Operations & MSP Engagement is responsible for supporting the operational success and ongoing engagement of Managed Service Provider (MSP) clients utilizing Arete's Managed Detection and Response (MDR) services. This role serves as the primary day-to-day operational contact for MSP clients, helping ensure successful onboarding, service adoption, operational alignment, and overall client satisfaction.

This position works closely with MSP clients, Cyber Operations, and Sales teams to support service delivery, address operational requirements, facilitate issue resolution, and promote positive client outcomes. The Advisor plays an important role in maintaining strong MSP relationships, supporting service improvements, and ensuring a high-quality customer experience throughout the client lifecycle.

This role is heavily focused on operational execution, client engagement, service optimization, and cross-functional coordination. The Advisor participates in onboarding activities, operational reviews, service enhancement initiatives, and client success efforts while supporting broader business objectives related to MDR service delivery.

ROLES & RESPONSIBILITIES 

MSP Client Operations & Support

• Support the onboarding and operational integration of new MSP clients utilizing Arete's MDR services.
• Coordinate with internal teams to ensure successful implementation of service deliverables and client requirements.
• Assist with operational reviews, service adoption initiatives, and customer success activities.
• Support client communications regarding service performance, operational updates, and ongoing service enhancements.
• Identify opportunities to improve client utilization, operational efficiency, and service effectiveness.
• Support Sales and leadership teams by providing operational input during client discussions when needed.

Cyber Operations Support

• Support the operational delivery of cybersecurity services including Managed Detection and Response (MDR), Extended Detection and Response (XDR), Threat Hunting, Security Operations Center (SOC) services, Penetration Testing, Vulnerability Management, and related MSS offerings.
• Serve as a subject matter resource for MSP clients regarding operational service delivery and cybersecurity best practices.
• Collaborate with Cyber Operations teams to address service issues, improve client outcomes, and enhance operational effectiveness.
• Assist in documenting operational processes, workflows, and service delivery standards.

Service Development & Operational Excellence

• Support the enhancement of Arete's managed security service offerings through client feedback and operational experience.
• Develop and maintain service delivery documentation, operational playbooks, client-facing procedures, and enablement materials.
• Monitor operational metrics and key performance indicators related to onboarding, service adoption, customer satisfaction, and service utilization.
• Identify and recommend process improvements that increase operational efficiency and service consistency.
• Support service quality initiatives and continuous improvement efforts across MSP-related service delivery activities.

Client Engagement & Relationship Management

• Serve as a trusted operational resource for MSP clients and stakeholders.
• Build strong working relationships with client contacts to support service satisfaction and retention.
• Promote adoption of Arete's managed security services through operational guidance and proactive engagement.
• Support client success initiatives through issue resolution, service optimization, and ongoing communication.
• Coordinate regular operational reviews and service discussions with MSP clients.
• Document client feedback and collaborate with internal stakeholders to address operational needs.

Cross-Functional Collaboration

• Collaborate with Sales, Product, Engineering, and Cyber Operations teams to support client requirements and operational objectives.
• Coordinate internal activities necessary to support successful MSP service delivery.
• Escalate operational challenges and risks appropriately to leadership.
• Support organizational initiatives focused on service quality, operational performance, and customer satisfaction.

May perform other duties as assigned by management

SKILLS AND KNOWLEDGE 

• Strong knowledge of managed security services, including MDR, SOC operations, incident response, threat hunting, and modern threat detection methodologies.
• Ability to communicate cybersecurity concepts, service capabilities, and operational processes effectively to technical and non-technical audiences.
• Understanding of MSP operating models and the delivery of cybersecurity services across multi-customer environments.
• Experience supporting managed security service delivery, client onboarding, service adoption, and ongoing operational engagement.
• Strong client relationship management skills with a focus on customer satisfaction, issue resolution, and service optimization.
• Experience developing and maintaining operational processes, service documentation, playbooks, and customer enablement materials.
• Ability to analyze operational metrics, identify process improvement opportunities, and support continuous improvement initiatives that enhance service quality and efficiency.
• Strong organizational, problem-solving, and cross-functional collaboration skills, with the ability to manage multiple priorities and coordinate effectively across Cyber Operations, Service Delivery, Sales, Product, and Engineering teams.
• JOB REQUIREMENTS

• Bachelor's Degree in Cybersecurity, Information Technology, Computer Science, Engineering, or a related technical field and 6+ years of cybersecurity experience or Master's Degree and 4+ years related experience
• Experience supporting managed security services SOC operations, incident response, or related cybersecurity service delivery functions.
• Experience working with MSP, MSSP, or multi-client service environments preferred.
• Experience managing client relationships, onboarding activities, and operational service delivery, and issue resolution within managed services environments.
• Experience coordinating cross-functional teams to achieve customer success objectives.
• Experience documenting operational processes and supporting continuous improvement initiatives.
• Relevant cybersecurity certifications such as GCIH, GCIA, CISSP, Security+, or equivalent preferred.

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities, duties and skills required personnel so classified. 

WORK ENVIRONMENT

While performing the responsibilities of this position, the work environment characteristics listed below are representative of the environment the employee will encounter: Usual office working conditions. Reasonable accommodation may be made to enable people with disabilities to perform the essential functions of this job.

PHYSICAL DEMANDS

• No physical exertion required
• Travel within or outside of the state
• Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force as frequently as needed to move objects

TERMS OF EMPLOYMENT

Salary and benefits shall be paid consistent with Arete salary and benefit policy.

FLSA OVERTIME CATEGORY

Job is exempt from the overtime provisions of the Fair Labor Standards Act.

DECLARATION

The Arete Incident Response Human Resources Department retains the sole right and discretion to make changes to this job description.

EQUAL EMPLOYMENT OPPORTUNITY

We’re proud to be an equal opportunity employer- and celebrate our employees’ differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better. 

Arete Incident Response is an outstanding (and growing) company with a very dedicated, fun team. We offer competitive salaries, fully paid benefits including Medical/Dental, Life/Disability Insurance, 401(k) and the opportunity to work with some of the latest and greatest in the fast-growing cyber security industry.
 
 
When you join Arete…
You’ll be doing work that matters alongside other talented people, transforming the way people, businesses, and things connect with each other. Of course, we will offer you great pay and benefits, but we’re about more than that. Arete is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Arete, where experience matters.
Equal Employment Opportunity
We’re proud to be an equal opportunity employer- and celebrate our employees’ differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.