Manager, Client Success
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Job Description
Cyber Operations Client Success Manager leading client relationships, escalations, and service delivery for cybersecurity provider Optiv. Managing lifecycle operations, reporting, contractual compliance, and team development.
Responsibilities:
- Lead and inspire the client success team
- Manage the overall Cyber Operations client life cycle
- Ensure client expectations are set, understood, agreed upon and met
- Build and improve integration processes to improve service efficiency, effectiveness and client satisfaction
- Drive responsiveness to clients across the Cyber Operations organization
- Monitor service delivery for contractual compliance
- Provide input to and help deliver transition plans from a customer deliverable perspective
- Recommend contract changes to improve service, increase revenue and customer satisfaction
- Serve as a customer point of contact for service levels, escalations and issues
- Communicate business processes and workflows in layperson's terms
- Develop service action plans based on root cause analysis, trends and customer input
- Communicate service interruptions, root cause analyses, action plans, and capacity/performance trends
- Provide timely, accurate and relevant internal and external reporting
- Provide account-specific information to service suppliers
- Ensure day-to-day service operations communications reach appropriate customer staff
- Deliver cost-effective, standard customer measurements aligned with contracted commitments
- Coordinate actions between clients and service delivery departments
- Mentor, develop and evaluate employee performance
- Help develop and continuously improve Cyber Operations services
- Perform other assigned duties and comply with policies and standards
Requirements:
- Bachelor's Degree from a four-year college or university in Information Technology, Information Security/Assurance, Engineering or similar area of study required
- 4-7 years experience in service delivery management required
- 4-7 years Project Management experience required
- 4-7 years Information Technology experience required
- CompTIA Security+ Certification, or one or more certifications in Security/Networking, upon hire preferred
- CISSP certification, or one or more certifications in Security/Networking, upon hire preferred
- GSEC upon hire preferred
- GCIA upon hire preferred
- GCIH upon hire preferred
- Certified Project Management Professional (PMP)-PMI upon hire preferred
- Team-oriented with excellent problem solving, interpersonal, verbal and written communication skills
Benefits:
- Employee Resource Groups
- Work/life balance
- Professional training resources
- Volunteer opportunities through “Optiv Chips In”
- Ability and technology necessary to productively work remotely/from home (where applicable)
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