Information Security Program Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Reporting to the regional Practice Manager of Customer Experience (CX), the Information Security Program Manager will oversee a portfolio of clients and work to ensure client satisfaction.

• This will be achieved by aligning our solutions with the client’s business needs and objectives while providing exceptional strategic consultative support and service.

• Success in this role is measured by meeting revenue retention targets, product and feature adoption rates, uncovering revenue growth opportunities, and overall customer satisfaction metrics.

• Effectively develop and maintain relationships with assigned clients and stakeholders, supporting all Cofense products utilized by the client.

• Act as Cofense’s trusted advisor and subject matter expert for the customer.

• Organize customer engagements to ensure smooth onboarding and product implementation, as well as during the customer’s entire lifecycle with Cofense.

• Conduct risk management to reduce churn.

• Persistently demonstrate the value of Cofense products and services while presenting Return on Investment (ROI) data to key client stakeholders.

• Identify and communicate any concerns or risks to internal account partners and leadership.

• Develop recovery plans, with support from the account team, to mitigate risk and enhance customer satisfaction.

• Create and maintain thorough documentation for your book of business.

• Execute administrative tasks and documentation within our CSM toolset.

• Collaborate with internal resources and third parties/vendors as required for successful project execution.

• Ensure timely delivery of tasks, adhering to scope and budget constraints.

• Assist in defining project scope and objectives, engaging all relevant stakeholders, and ensuring technical feasibility.

• Responsible for the profitability of our services and enhancing customer commitment to Cofense products through effective portfolio management.

• Identify avenues for revenue growth within assigned accounts.

• Manage all aspects of a customer’s simulated phishing defense program and fulfill contractual obligations: Recommend tailored phishing programs based on industry best practices and customer objectives.

• Ensure alignment of recommendations with the current threat landscape and the customer’s core business goals.

• Independently produce high-quality, client-ready deliverables to fulfill contractual requirements.

• Share analytic outputs and provide operational and strategic recommendations based on the customer’s overarching security goals and key success indicators.

• For Managed Training clients, oversee the customer’s simulated phishing program using Cofense solutions.

• For assigned Managed Remediation clients, provide monthly Remediation reports while customizing the monthly meetings to address specific threats the client has encountered and review identified malware.

• Travel to client locations as necessary to foster excellent customer relationships.

• Assist in onboarding newer team members, cross-training with the broader CX organization, and collaborating on process and procedural enhancements across Cofense.

⛳️ Requirements

• Excellent verbal and written communication skills.

• Proficient in building strong relationships with customers; demonstrate the ability to successfully manage assigned accounts with ongoing revenue generation, identification of further opportunities, and high levels of customer satisfaction.

• Intermediate understanding of the phishing threat landscape and the risks it poses to organizations.

• Enthusiastic and innovative, capable of inspiring, influencing, and encouraging relationships with customers and colleagues.

• Analytical and process-oriented mindset.

• Critical attention to detail.

• Ownership mentality with a proactive approach and readiness to take initiative.

• Committed to engaging with customers to understand their needs and ensuring they derive the full value of our products and services.

• Excel in nurturing customer relationships and managing assigned accounts to drive ongoing revenue and high customer satisfaction.

• Strong project and program management abilities.

• Ability to work independently to prepare and present deliverables to customers.

• Basic understanding of messaging, SMTP, and email products.

• Familiarity with Microsoft Word, Excel, AI tools, and PowerPoint.

🏝️ Benefits

• Travel Required: Yes

• Professional Services

• Remote