Client Success Manager

This is a fully remote position, open to applicants in Florida, +3 more states.

📋 Description

• Brief new clients on operational execution and anticipated outcomes

• Lead technical and tactical discussions concerning operational activities linked to cyber threat actor operations

• Provide technical and product support for managed services

• Offer client product knowledge and assistance to promote renewals

• Onboard new clients and communicate expected as well as excluded outcomes based on the requested service

• Own, develop, and support key performance indicators for client satisfaction

• Continuously measure client satisfaction KPIs

• Collaborate with Optiv MSS Technical Teams, under the guidance of the VCISOs, to facilitate corrective actions that address tactical and systemic client satisfaction issues

• Clearly articulate complex technical outcomes to both technical and non-technical clients

⛳️ Requirements

• Bachelor's degree in Cyber Security, Computer Science, Information Systems, or a related field

• Familiarity with various SIEM tools, including Splunk, LogRhythm, and QRadar

• Understanding of the MITRE ATT&CK Framework

• Security+ or an equivalent cybersecurity certification

• Proficient and knowledgeable in using Copilot for all Microsoft Office products

• Experience in creating AI agents

• Up-to-date knowledge of client success practices, security threats, solutions, security tools, network technologies, and procedures

• Excellent presentation and verbal communication skills

• Process-oriented with a strong attention to detail, appropriate urgency, and organizational skills

• High level of initiative, motivation, and problem-solving abilities

• Capability to translate complex technical concepts into business risks and desired outcomes

• Experience with cyber threat actor techniques, tactics, and procedures

• Familiarity with CRM software such as Salesforce and ServiceNow

• Experience working with C-Suite executives, VPs, or Directors

• Ability to build and maintain trusted relationships with clients and internally

🏝️ Benefits

• Work/life balance

• Professional training resources

• Volunteer Opportunities

• The ability and technology necessary to work productively from home (where applicable)

• Employee Resource Groups

• Opportunities for creative problem-solving and the ability to tackle unique, complex projects