Manager, Client Success

This is a fully remote position, open to applicants in Florida, +2 more states.

📋 Description

• Lead and motivate the client success team.

• Oversee the complete Cyber Operations client life cycle.

• Ensure that client expectations are established, understood, agreed upon, and fulfilled.

• Develop and enhance integration processes to boost service efficiency, effectiveness, and client satisfaction.

• Foster timely responses to clients throughout the Cyber Operations organization.

• Supervise service delivery to ensure compliance with contractual obligations.

• Contribute to and assist in executing transition plans from a customer deliverable perspective.

• Suggest contract modifications to enhance service, increase revenue, and improve customer satisfaction.

• Act as the primary point of contact for customers regarding service levels, escalations, and issues.

• Articulate business processes and workflows in simple terms.

• Formulate service action plans based on root cause analysis, trends, and customer feedback.

• Relay information regarding service interruptions, root cause analyses, action plans, and capacity/performance trends.

• Provide timely, accurate, and relevant reports for both internal and external stakeholders.

• Supply account-specific information to service providers.

• Ensure that daily service operations communications reach the appropriate customer personnel.

• Deliver cost-effective, standardized customer metrics that align with contractual commitments.

• Facilitate coordination between clients and service delivery teams.

• Mentor, develop, and assess employee performance.

• Assist in the development and ongoing improvement of Cyber Operations services.

• Perform additional assigned tasks and adhere to policies and standards.

⛳️ Requirements

• A Bachelor's Degree from a four-year college or university in Information Technology, Information Security/Assurance, Engineering, or a related field is required.

• 4-7 years of experience in service delivery management is required.

• 4-7 years of experience in project management is required.

• 4-7 years of experience in Information Technology is required.

• CompTIA Security+ Certification, or one or more certifications in Security/Networking, is preferred upon hire.

• CISSP certification, or one or more certifications in Security/Networking, is preferred upon hire.

• GSEC certification is preferred upon hire.

• GCIA certification is preferred upon hire.

• GCIH certification is preferred upon hire.

• Certified Project Management Professional (PMP) from PMI is preferred upon hire.

• A team-oriented individual with exceptional problem-solving, interpersonal, verbal, and written communication skills.

🏝️ Benefits

• Employee Resource Groups.

• Work/life balance.

• Access to professional training resources.

• Volunteer opportunities through “Optiv Chips In.”

• Necessary tools and technology to work productively from home or remotely (where applicable).