Client Success Manager | Remote, USA

Optiv Security Inc.; Overland Park (KS); Remote; USD 70,000 - 100,000; Full time

Benefits offered by this job

Work-life balance

Professional training resources

Volunteer opportunities

Remote work environment

Job summary

Optiv is seeking a Client Success Manager (US only - Remote) to support clients within the Managed Security Solutions unit. You will translate complex security outcomes for technical and non-technical audiences, onboard new clients, and drive client satisfaction KPIs across Optiv MSS teams.

The role requires a four-year degree in Cyber Security or related field, Security+ certification, and experience with SIEM tools and CRM platforms like Salesforce or ServiceNow.

Qualifications

• Four-year degree in Cyber Security, Computer Science, Information Systems or related field preferred.
• CompTIA Security+ or equivalent certification.
• Knowledgeable with SIEM tools (Splunk, LogRhythm, QRadar).
• Familiarity with MITRE ATT&CK framework and cyber security concepts.
• Experience with CRM software such as Salesforce & ServiceNow.
• Strong presentation and verbal communication skills.
• Ability to translate complex technical concepts into business risk.

Responsibilities

• Onboard new clients and articulate expected outcomes based on service requested.
• Lead technical discussions with clients on operational activities related to cyber threat actor operations.
• Provide technical and product support for managed services.
• Support client renewals by sharing product knowledge and outcomes.
• Develop and support KPIs to measure client satisfaction and drive improvements.

Skills

Cybersecurity knowledge

Communication

Client relations

Presentation skills

CRM software

Problem solving

Salesforce & ServiceNow

Security+

MITRE ATT&CK

Education

Bachelor's degree in Cyber Security or related field

Tools

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.

We work alongside clients to manage cyber risk and equip them with perspectives and programs to accelerate business progress. Our real-world experience, deep vertical expertise and diverse teams enable us to face any challenge with confidence. We put you at the center of our unmatched ecosystem of people, products, partners and programs to design and implement agile solutions. Our adaptive approach continually assesses risk in the context of cyber and broader objectives to secure today's business and fortify it for the future. At Optiv, we manage cyber risk so you can secure your full potential.