Client Success Manager | Remote, USA

Optiv • Columbia, MD

11d • Remote

About The Position

At Optiv, we’re on a mission to help our clients make their businesses more secure. We’re one of the fastest-growing companies in a truly essential industry. Join us. The Client Success Manager will support clients within the Managed Security Solutions (MSS) business unit. Their job is to articulate complex technical outcomes to technical and non-technical clients in a clear and concise way based on the audience. Client Success Managers are responsible for onboarding all new clients to inform them of what outcomes they can, and just as importantly, cannot expect based on the particular service requested by the client. A strong command of security operations technical concepts and repeatable processes are required. The job of the Client Success Manager is to own, develop, and support key process indicators to understand client satisfaction. This includes repeatable measurement of client satisfaction KPIs and working across Optiv MSS Technical Teams at the direction of the VCISOs to facilitate operational corrective actions needed to address tactical and systemic client satisfaction issues.

Requirements

• Four-year degree in Cyber Security, Computer Science, Information Systems or related degree.
• Knowledgeable with various SIEM tools (Splunk, LogRhythm, QRadar, etc) is required.
• Knowledgeable of MITRE Attack Framework
• Security+, or equivalent cyber security certification
• Current knowledge of client success practices, security threats, solutions, security tools, network technologies & procedures.
• Strong presentation and verbal communication skills.
• A process-oriented individual with strong attention to detail, an appropriate sense of urgency, and strong organizational skills.
• Must possess a high degree of initiative, motivation, and problem-solving skills
• Ability to translate complex technical concepts into business risk and desired outcomes
• Experience with cyber threat actor techniques, tactics, and procedures
• Experience with Client Relationship Management (CRM) software such as Salesforce & ServiceNow.
• Experience working with C-Suite executives, VPs or Directors.
• Ability to build and nurture trusted relationships with clients and internally.

Responsibilities

• Briefing new clients on operational execution and expected outcomes
• Technical/tactical discussions on operational activities as they related to cyber threat actor operations
• Provide Technical and Product Support for Managed Services
• Provide Client product knowledge & support to encourage renewals

Benefits

• A company committed to championing Diversity, Equality, and Inclusion through our Employee Resource Groups
• Work/life balance
• Professional training resources
• Creative problem-solving and the ability to tackle unique, complex projects
• Volunteer Opportunities. “Optiv Chips In” encourages employees to volunteer and engage with their teams and communities.
• The ability and technology necessary to productively work remotely/from home (where applicable)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees