Navigator

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

📋 Description

• Develop and uphold strong, trusted relationships with designated clients and partners.

• Act as the main point of contact throughout the client's journey.

• Assess client satisfaction, relationship health, and potential risks to retention.

• Recognize client needs and opportunities for enhancing the client experience.

• Advocate for clients within the organization and coordinate teams to address issues and resolve challenges.

• Connect clients with subject matter experts, consultants, vCISOs, and other vital resources.

• Collaborate with Sales, SOC, Professional Services, Finance, IT, and other departments.

• Facilitate discussions with clients, expert introductions, and strategic conversations.

• Manage client requests, escalations, and follow-ups.

• Document, assign, track, and resolve requests through established workflows.

• Support quarterly business reviews, annual program assessments, renewal discussions, and client growth opportunities.

• Collect project updates and communicate progress to clients.

• Share insights on cybersecurity, industry updates, webinars, and educational opportunities.

• Identify recurring issues and work together on improvements in processes and service delivery.

• Assist in the development and ongoing enhancement of The Navigators program.

• Maintain precise client records, requests, and engagement documentation.

• Utilize CRM, ticketing systems, and AI-assisted tools to optimize workflows.

• Establish scalable processes that support long-term client success and organizational growth.

• Adhere to information security policies and procedures, report suspicious activities or weaknesses, and engage in enhancing information security.

⛳️ Requirements

• Over 3 years of experience in customer success, account management, client services, or a comparable client-facing role.

• Proficient understanding of cybersecurity and managed services, including MDR and professional services like Governance, Risk, and Compliance (GRC).

• Excellent written and verbal communication skills.

• Capability to build relationships, manage competing priorities, and drive results across several teams.

• Proactive, solution-oriented mindset with exceptional organizational and problem-solving skills.

• Experience in managing client requests, service-level commitments, escalations, and follow-through.

• Comfort with CRM platforms, ticketing systems, and technology-driven workflows.

• Ability to identify client needs, recognize opportunities for added value, and collaborate with account teams.

• Previous experience in cybersecurity, managed security services, or technology consulting.

• Familiarity with Managed Detection and Response (MDR), cybersecurity operations, or professional security services.

• Exposure to account renewals, quoting, contract coordination, or initiatives for account growth.

• Understanding of compliance frameworks such as PCI DSS, HIPAA, NIST CSF, ISO 27001, or SOC 2.

• Must be authorized to work in the United States.

• Will not require sponsorship for employment visa status, nor disclose sponsorship needs.

🏝️ Benefits

• Flexible work schedule and a casual work environment.

• Comprehensive healthcare, dental, and vision coverage.

• Paid Time Off (PTO).

• Sick Leave.

• Personal Choice Holidays.

• Life/Accident Insurance.

• 401(k) plan with company matching.

• Company Bonus.

• Collaborative culture.

• Variety of projects.

• Hands-on exposure to B2B marketing in the cybersecurity sector.