Client Success Manager | Remote, USA

Optiv • Overland Park, KS

2d • Remote

About The Position

The Client Success Manager supports clients in Optiv’s Managed Security Solutions (MSS) business unit. The role communicates complex technical outcomes clearly to technical and non-technical audiences and onboards new clients, setting expectations about what the requested service can and cannot deliver. It requires a strong command of security operations concepts and repeatable processes. The manager owns, develops, and supports key process indicators for measuring client satisfaction, working across MSS technical teams at the direction of the VCISOs to facilitate corrective actions for tactical and systemic client satisfaction issues.

Requirements

• CompTIA Security+ certification or equivalent cybersecurity certification; preferred upon hire.
• Knowledge of various SIEM tools, such as Splunk, LogRhythm, and QRadar.
• Knowledge of the MITRE ATT&CK Framework.
• Current knowledge of client success practices, security threats and solutions, security tools, network technologies, and procedures.
• Strong presentation and verbal communication skills.
• Process-oriented, with strong attention to detail, an appropriate sense of urgency, and strong organizational skills.
• 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 software such as Salesforce and ServiceNow.
• Experience working with C-suite executives, vice presidents, or directors.
• Ability to build and nurture trusted relationships with clients and internally.

Nice To Haves

• Four-year degree in Cyber Security, Computer Science, Information Systems, or a related field.
• CompTIA Security+ certification or equivalent cybersecurity certification upon hire.

Responsibilities

• Brief new clients on operational execution and expected outcomes.
• Lead technical and tactical discussions about operational activities related to cyber threat actor operations.
• Provide technical and product support for managed services.
• Provide client product knowledge and support to encourage renewals.
• Own, develop, and support process indicators and repeatable measurements of client satisfaction.
• Work with MSS technical teams, at the direction of the VCISOs, to facilitate operational corrective actions addressing client satisfaction issues.

Benefits

• Work/life balance
• Professional training resources
• Volunteer opportunities
• Technology and resources necessary to work productively remotely/from home, where applicable

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level