Alec Brockus

Technical Account Manager @Critical Start

Dallas-Fort Worth, TX, US

Lead monthly environmental and security posture reviews for strategic customers, delivering clear insights, performance updates, and actionable recommendations to drive improvement to overall cybersecurity program maturity.Analyze unresolved alerts, detection trends, and event telemetry to identify workflow gaps, tuning opportunities, and successful security outcomes.Leverage expertise to advise customers on best practices, advanced capabilities, and optimal use of Microsoft, Palo Alto Cortex XDR, CrowdStrike, SentinelOne, and SIEM technologies.Develop trusted advisor relationships with customers to ensure they maximize the value of MDR services, platform integrations, and contracted security capabilities.Act as the customer advocate during escalations within Security Operations, partnering closely with SOC analysts, Incident Response, and Customer Success to guide investigations and communicate findings.Support Pre-Sales teams by providing technical validation, customer success stories, and real-world use cases to assist with new business opportunities.Identify and pursue growth opportunities within existing accounts, including expanded products, added services, and upgraded support tiers.Provide structured customer feedback to Product and Development teams to help drive platform enhancements, resolve feature gaps, and influence future roadmap direction.Drive account retention by ensuring full adoption, utilization, and measurable value from MDR solutions.Proactively mitigate churn risk through effective communication, escalation management, expectation alignment, and cross-functional coordination.

Texas Tech University - Rawls College of Business

Bachelor of Business Administration (BBA), Marketing