From the eyes of a customer Customer Success Panel Aneel Jaeel SVP Customer Success Group, McAfee
Speaker Aneel Jaeel Senior Vice President Customer Success Group McAfee
Speakers Major General Chartchai Chaigasam Director General Royal Thai Armed Forces Cyber Security Center Lieutenant Colonel Scott Campbell Security Director Department of Defence Steven Russell Network Security Manager Coles
Agenda Customer Success Group Journey Overview and offerings Customer Success Panel Discussion Tackling the growing cybersecurity challenges Growing the McAfee partnership Leveraging Customer Success offerings
Customer Success Group Journey Commitment Provide exceptional customer experience throughout your product lifecycle Service Offerings Holistic, outcome and lifecycle-based cybersecurity services Successful Outcomes Predictable time to value Better product adoption and consumption Improved security posture
Customer Success Commitment Upgrade: Creates roadmap for your upgrade cycle to minimize business disruptions while preparing for upgrades Optimize: Gives guidance on best practices and automation for security processes, policies, and procedures Success in every stage of your lifecycle Manage: Extends and enhances your team with bestin-class management and monitoring of your security systems and devices Plan: Provides planning assistance to implement changes, gain predictability, and help you quickly adapt to the ever-evolving cybersecurity landscape Deploy / Implement: Delivers efficient planning and product implementation, using bestpractice methodology, while developing your staff s skillsets to help with ongoing deployments
STRATEGIC FOUNDATIONAL Customer Success Portfolio Cybersecurity Services Consulting Services Education Services Technical Support Design Upgrade Guided On-demand training New Portal Landing Pages Deploy Assess Solution Services Migrate Optimize Solution services to deploy and optimize McAfee products Product Training Security Training Product and security training to improve knowledge Instructor-led training elearning training Business Support Enhanced Communities Improved Content 24/7/365 expert technical support Consulting Services Customer Success Plans Incident Response Data Protection SR# Sec Ops Strategic Security Services Threat Intelligence Premier Success Plan Enhanced Success Plan Essential Success Plan McAfee as a service Cloud Strategic services to build desired cybersecurity posture and provide outcome assurance Comprehensive, structured plans to provide predictable security outcomes
Customer Success Plans Unique in the cybersecurity industry Personalized, structured plan that combines success and escalation management, consulting and education services, and expert guidance Designed to increase product adoption, reduce security risk, and maximize the value of your McAfee investment Feature Success management Escalation management Business reviews Education Services Consulting Services Onsite emergency CUSTOMER SUCCESS PLANS Premier Success Plan Customer Success Manager Assigned Technical Contact Enhanced Success Plan Customer Success Manager Provided by Customer Success Manager Essential Success Plan Support Account Manager Quarterly Quarterly Semi-annually Unlimited elearning site license Instructor-led training 160-hours Flexible menu of options 5 elearning licenses 40-hours Flexible menu of options Up to 6 Up to 2 Access to elearning training Health Check (epo or Endpoint)
Love the McAfee products and the customer success personnel. They are the fastest group I have ever worked with. - K-12 School McAfee Customer Success Group has supported me with maintaining a high standard of security for my organization over the last five years. - Aviation Company
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