Manager, Client Success | Remote, USA

The Manager, Cyber Operations role is to oversee the Optiv Cyber Operations Client Success Management team in alignment with the business objectives of the organization. The position is responsible for activities related to maintaining and expanding customer relationships and reestablishing those that have lapsed. The position will take the lead in working cross functionally to resolve key customer challenges. They support initiatives and other priorities by injecting the customers' perspective into the service development and deployment process. The role requires involvement with key stakeholders and maintains a positive relationship with clients while serving as an escalation point for service delivery. This person will also define policies, procedures, and best practices. The position is closely involved in helping to mentor, develop and evaluate employee performance as well as helping with development and continuous improvement of the Cyber Operations services.

How you'll make an impact

• Lead and inspire the client success team
• Responsible for the overall Cyber Operations client life cycle management
• Ensure client expectations are set, understood, agreed upon and met
• Build and improve integration process as needed to continue to improve service efficiency, effectiveness and client satisfaction
• Drive the responsiveness to the client(s) of the entire Cyber Operations organization
• Monitor service delivery for contractual compliance
• Provide input to and help deliver transition plans from a customer deliverable point of view
• Make recommendations for contract changes that can improve service, increase revenue and improve customer satisfaction
• Serve as a point of contact for service levels, escalations and issues for the customer
• Working knowledge of business processes and workflows along with the ability to communicate them in lay person’s terms
• Develop service action plans based on root cause analysis, trends and customer inputs
• Communicate service interruption, root cause analysis, action plans, capacity/performance trend analysis
• Provide timely, accurate and relevant internal and external reporting
• Provide appropriate account specific information to service suppliers
• Ensure communications on day-to-day service operations are delivered to appropriate customer staff
• Deliver cost effective, standard customer measurements in line with contracted commitments
• Coordinate actions between clients and the appropriate service delivery departments to ensure needs are met
• Performs other duties as assigned
• Complies with all policies and standards

What we're looking for

• Bachelor's Degree from four-year college or university 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 One or more certifications in Security/Networking Upon Hire preferred
• CISSP Certified Information Systems Security Professional 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 and possess excellent problem solving, interpersonal, verbal and written communication skills