Client Success Manager | Remote, USA

Optiv; Leawood (KS); Remote; USD 85,000 - 120,000; Full time

Benefits offered by this job

Employee Resource Groups

Work/life balance

Professional training resources

Volunteer opportunities

Remote work possible

Job summary

Optiv is hiring a Client Success Manager (US-only remote) to support clients within the Managed Security Solutions unit. You will articulate complex security outcomes clearly, onboard new clients, and set expectations for service results.

You will develop and monitor KPIs, coordinate with Optiv MSS teams and VCISOs to drive client satisfaction and operational improvements, while supporting renewals and client relationships.

Qualifications

• Four-year degree in Cyber Security, Computer Science, Information Systems or related field preferred.
• CompTIA Security+ Certification or equivalent cyber security certification Upon Hire preferred.
• Knowledgeable with SIEM tools (Splunk, LogRhythm, QRadar).
• Knowledgeable of MITRE ATT&CK Framework.
• Experience with CRM software such as Salesforce and ServiceNow.
• Strong presentation and verbal communication skills.
• A process-oriented individual with strong attention to detail and organization.
• Must possess initiative, motivation and problem-solving skills.
• Ability to translate complex technical concepts into business risk and outcomes.
• Experience with cyber threat actor techniques, tactics, and procedures.
• Experience with CRM software such as Salesforce & ServiceNow.

Responsibilities

• Briefing new clients on operational execution and expected outcomes
• Technical/tactical discussions on 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

Skills

Security+ Certification

SIEM tools

MITRE ATT&CK

CRM software

Executive communication

Cyber threat knowledge

Relationship building

Problem solving

Business risk translation

Salesforce

Education

Four-year degree in Cyber Security, Computers Science, Information Systems or related

Tools

Salesforce

ServiceNow

Splunk

LogRhythm

QRadar

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.

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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