Client Success Manager | Remote, USA

Optiv • Atlanta, GA

1d • Remote

About The Position

The Client Success Manager supports clients within Optiv’s Managed Security Solutions (MSS) business unit. The role explains complex technical outcomes clearly to both technical and non-technical audiences and onboards new clients, setting expectations about the outcomes they can and cannot expect from the requested service.

The manager owns, develops, and supports key process indicators used to understand client satisfaction. This includes measuring client satisfaction KPIs consistently and working across Optiv MSS technical teams, at the direction of the VCISOs, to facilitate corrective actions for tactical and systemic client satisfaction issues. The role requires a strong command of security operations concepts and repeatable processes.

Requirements

• Strong command of security operations technical concepts and repeatable processes.
• 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, 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 CRM software such as Salesforce and ServiceNow.
• Experience working with C-suite executives, VPs, or directors.
• Ability to build and nurture trusted relationships with clients and internally.
• CompTIA Security+ or equivalent cybersecurity certification.

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.
• Discuss technical and tactical 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 for understanding client satisfaction.
• Measure client satisfaction KPIs consistently.
• Work across Optiv 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 through Optiv Chips In.
• Technology and resources necessary to work productively remotely/from home, where applicable.
• Employee Resource Groups.

What This Job Offers

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