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Service Delivery Manager Profile: Meiko Lopez
In the dynamic world of cybersecurity, heroes emerge to safeguard our customers’ digital realm. One such hero is Meiko Lopez, a senior product manager within Microsoft's service delivery arm for the Defender Experts for XDR service. With almost 13 years of experience at Microsoft, Meiko brings a wealth of knowledge, skills, and a unique approach to the cybersecurity landscape.
Who is Meiko Lopez?
Meiko (pronounced mee-ko) Lopez introduces herself: "My name is Meiko Lopez, and I am a service delivery manager (SDM) for the Microsoft Defender Experts for XDR service." Her journey at Microsoft has been nothing short of extraordinary.
What did you do before becoming an SDM?
Meiko's journey at Microsoft is a testament to her dedication and versatility. She started as a technical account manager, now known as a customer success account manager. In this role, she served as a "Cyber Champ," assisting enterprise customers in crafting and executing their IT strategies and aligning them with Microsoft's solutions. Her early experiences also included roles as a project manager, where she helped customers recover and rebuild their infrastructure after cybersecurity breaches, enhancing their security posture for the long term.
Meiko's transition to a cyber architect role further showcased her technical prowess and leadership. Through these diverse roles, she developed a strong network of partnerships and honed both her business acumen and technical skills. These experiences have enabled her to help customers reach new heights in their cybersecurity journey.
What is your typical “day in the life” of an SDM?
Meiko's day as an SDM is filled with activities aimed at enhancing customer satisfaction and service performance. She conducts operational syncs with her customers, discussing service health and alignment with their business objectives. These discussions also serve as an avenue for collecting feedback and suggestions for operational, technical, and relationship improvements.
In addition to customer interactions, Meiko collaborates with other product managers to share customer feedback and prioritize needs. She engages with her team members on various initiatives that enhance visibility both inside and outside their organization, making the Defender Experts for XDR service even more powerful. Her day wraps up by inputting insights from various stakeholders to track backlog items that ultimately improve the service.
How do you customize your approach for each customer?
Meiko's success lies in her ability to customize her partnership with each customer. She takes the time to understand their unique business and operational context. She reviews notes from past conversations, connects with internal stakeholders aligned to the customer, and reviews Defender Experts operational insights to identify areas that will demonstrate value during their discussions. Active engagement with the team of analysts also provides a deeper understanding of the customer's environment and how they can improve technically.
How do you balance technical expertise with the human element?
In the world of cybersecurity, balancing technical expertise with the human element is paramount. Meiko emphasizes the importance of empathy in high-stakes situations. She believes that technical understanding, coupled with the ability to convey information effectively to the appropriate audience, is the key to success. Communication is the linchpin that ensures resolution and instills confidence in customers.
Meiko's advice to those aspiring to enter the cybersecurity field is simple yet powerful: "Go for it. Gain the foundation and grow from there. There are so many facets of cybersecurity that the possibilities are endless. Network and connect with those in cybersecurity to get a first-hand account of what your future could entail. Find what works best for you."
What are some of your unique strengths and qualities?
Beyond her technical skills, Meiko's unique strengths and qualities benefit her customers in cybersecurity. She's known for her personable nature, which fosters trust and credibility. In the cybersecurity space, trust is everything, and Meiko's ability to connect with others has proven invaluable. Her calm demeanor in critical situations provides assurance to customers that they have a dedicated and dependable ally in their corner.
Meiko Lopez's journey is a testament to the diverse opportunities and paths within the cybersecurity field, and her commitment to excellence serves as an inspiration for those entering this dynamic and vital field.