Client Success Manager - Remote, USA

Optiv; Leawood (KS); Remote; USD 70,000 - 100,000; Full time

Benefits offered by this job

Work-life balance

Professional training resources

Volunteer opportunities

Remote work option

Job summary

Optiv is hiring a Client Success Manager to support US-based clients in the MSS unit, with remote work options. You will translate complex technical outcomes for diverse audiences, onboard new clients, and drive satisfaction using repeatable KPI processes.

You will engage with security operations concepts, MITRE ATT&CK, and CRM tools to guide client outcomes and renewals across multiple teams.

Qualifications

• Four-year degree in Cyber Security, Computer Science, Information Systems or related field preferred.
• CompTIA Security+ or equivalent certification preferred.
• Knowledge of SIEM tools (Splunk, LogRhythm, QRadar, etc.).
• Experience with client success practices and security solutions.

Responsibilities

• Onboard new clients and set expectations for outcomes and deliverables.
• Lead technical and business discussions about security operations and threat actor activities.
• Provide technical and product support for Managed Services.
• Support client renewals through product knowledge and relationship management.

Skills

Security concepts

CRM tools

SIEM knowledge

MITRE ATT&CK

Executive communication

Education

Bachelor's degree in Cyber Security, CS, IS or related

Tools

Splunk

LogRhythm

QRadar

Salesforce

ServiceNow

Job description

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 (US only - Remote) 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.

How you'll make an impact

• 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

What we're looking for

• Four-year degree in Cyber Security, Computer Science, Information Systems or related degree preferred
• CompTIA Security+ Certification or equivalent cyber security certification Upon Hire preferred
• Knowledgeable with various SIEM tools (Splunk, LogRhythm, QRadar, etc).
• 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.
• #LI-KG1

What you can expect from Optiv

• A company committed to our inclusive value 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)

EEO Statement

Optiv is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity or expression, sexual orientation, pregnancy, age 40 and over, marital status, genetic information, national origin, status as an individual with a disability, military or veteran status, or any other basis protected by federal, state, or local law.

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