Customer Success Manager - Washington DC

Military Spouse Corporate Career Network•Washington, DC

1d•Onsite

About The Position

Quantum Sky is seeking a Customer Success Manager to support new and existing Security Operations Center (SOC) Services customers. The role requires an appetite for learning, superior attention to detail, the ability to meet tight deadlines, strong organizational skills, and the ability to work collaboratively. Professionalism when dealing with senior leaders within customers’ organizations is important. The Customer Success Manager will oversee customer relationships and project coordination, including onboarding, defining and managing project scope and schedules, assessing customer SOC requirements, and coordinating with internal engineering, IT, and cyber defense monitoring teams. The position also supports continuous improvement and the identification of opportunities to expand services for existing customers.

Requirements

Experience in client-facing roles.
At least 5 years of project management experience.
Bachelor’s degree.
Proven ability to organize, structure, and create cross-functional efforts, projects, and programs.
Ability to quickly add value in cross-functional team environments.
Ability to work independently, make sound decisions, and support recommendations with analytical reasoning and effective communication.
Ability to adapt to a changing environment.
Experience balancing demands from multiple customers simultaneously.
Experience participating in and setting engagement objectives and scope.
Experience developing work plans for engagement components, coordinating activities between work streams, and identifying scope changes.
Experience designing deliverable content to reflect engagement contracts and client needs, and improving deliverable quality through verification and validation of results.
Experience using Atlassian products, including Jira and Confluence, for project management, task tracking, and knowledge management.

Nice To Haves

PMP certification.
Knowledge of best practices and fundamental components of effective shared services and cybersecurity programs, including techniques, tools, and processes.
Experience supporting continuous improvement initiatives and performance reporting in a managed service context.

Responsibilities

Establish, document, and mature processes for onboarding new customers and onboarding existing customers to new services.
Facilitate relationships to promote customer satisfaction and sustain and expand business opportunities between Tyto and its customers.
Communicate proactively with clients so they are integral to projects, clarifying requirements and regularly assessing progress.
Lead and participate in meetings and discussions and serve as the central point of contact for each customer.
Evaluate each customer’s SOC program requirements, capability gaps, and opportunities to use available services to fill gaps.
Prepare and present written communications, plans, reports, briefings, and background materials for clients’ executive management teams.
Establish, document, and manage project and sustaining-activity scope, schedule, resource allocation, cost, and expense tracking to support successful execution and timely delivery.
Identify, document, and communicate problems and risks that could adversely affect performance, cost, or delivery schedules, as well as opportunities for improvement.
Develop an adoption roadmap and project schedule in coordination and collaboration with subject matter experts.
Identify opportunities to provide new services or product ideas to current customers.
Drive continuous improvement by creating repeatable processes and templates that improve efficiency and consistency in service delivery.
Interface with internal teams and provide project coordination support for efforts involving engineering, IT, and cyber defense monitoring.