Four-year degree in Cyber Security, Computer Science, Information Systems, or related field preferred
CompTIA Security+ Certification or equivalent upon hire preferred
Familiarity with SIEM tools like Splunk, LogRhythm, QRadar
Knowledge of the MITRE Attack Framework
Current understanding of client success practices and security technologies
Strong presentation and verbal communication skills
Experience with CRM software such as Salesforce & ServiceNow
Ability to engage with C-Suite executives and build trusted relationships
Responsibilities
Onboard new clients and clarify expected outcomes
Lead technical discussions on cyber threat operations
Provide technical and product support for Managed Services
Educate clients on product knowledge to encourage renewals
Measure and analyze client satisfaction KPIs
Collaborate with technical teams to address client satisfaction issues
Translate complex technical concepts into business risks and outcomes
Benefits
Commitment to inclusivity through Employee Resource Groups
Work/life balance
Access to professional training resources
Opportunities for creative problem-solving on complex projects
Volunteer opportunities through 'Optiv Chips In'
Technology support for remote work
Full Job Description
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)
About Optiv
Optiv Security is a security solutions integrator that enables clients to reduce risk by taking a strategic approach to cybersecurity. Optiv helps clients plan, build and run successful cybersecurity programs that achieve business objectives through its depth and breadth of cybersecurity offerings, extensive capabilities and proven expertise in cybersecurity, integration and cyber operational services. Optiv maintains premium partnerships with more than 350 of the leading security technology manufacturers. Optiv has offices in the United States, Canada and Europe. Optiv was founded in 2015 as a result of the merger between Accuvant and FishNet Security. Optiv is headquartered in Denver, Colorado.
