Customer Success Manager

Quantum Sky is searching for a Customer Success Manager to support new and existing Security Operations Center (SOC) Services customers. This exciting role requires an appetite for learning, superior attention to detail, the ability to meet tight deadlines, great organizational skills, and the ability to work in a highly collaborative work environment. Professionalism in dealing with senior leaders within our customers’ organizations is important.

Responsibilities:

• Establish, document, and mature processes for onboarding new customers, as well as onboarding existing customers to new services
• Facilitate relationships to promote customer satisfaction and to sustain and expand business opportunities between Tyto and our customers
• Proactively communicate with clients to ensure they are an integral part of the project for clarification of requirements and regular assessment of progress
• Lead and participate in meetings and discussions and serve as the central point of contact for each customer
• Evaluate each customer’s SOC program requirements, capability gaps, and opportunities for leveraging our available services to fill gaps
• Prepare and present written communications, plans, reports, briefings, and background materials for the client’s executive management teams
• Establish, document, and manage the scope, schedule, resource allocation, cost, and expense tracking for projects and sustaining activities to ensure successful project execution and deliverable deadlines are met on time
• Identify, document, and communicate problems and risks that could adversely impact performance, cost and/or delivery schedule, and opportunities for improvement on the project
• Develop an adoption roadmap and project schedule in coordination and collaboration with subject matter experts
• Identify opportunities to provide new services or product ideas to current customers
• Drive continuous improvement by creating repeatable processes and templates to improve efficiencies and consistency of excellence in service delivery
• Interface with internal teams and provide project coordination support for various efforts including engineering, IT, and cyber defense monitoring

Required:

• Experience in client-facing roles
• 5+ years project management experience
• Bachelor's degree
• Proven track record of successfully organizing, structuring, and creating cross-functional efforts, projects, and programs
• Ability to quickly add value in cross-functional team environments
• Energetic self-starter with the ability to work independently, make sound decisions, and support recommendations through analytical reasoning and effective communication
• Ability to easily adapt to a changing environment
• Experience balancing multiple customers’ demands simultaneously
• Experience participating in and setting engagement objectives and scope
• Experience developing work plans for components of engagements, coordinating activities between work streams, and identifying changes in scope
• Experience designing deliverable content to precisely reflect the engagement contract and client needs and strive to improve deliverable quality through verification and validation of results
• Experience leveraging Atlassian products including Jira and Confluence for project management, task tracking, and knowledge management

Desired:

• PMP certification preferred
• Knowledge of best practices and fundamental components of effective shared services and cybersecurity programs; techniques, tools, and processes, preferred
• Experience supporting continuous improvement initiatives and performance reporting in a managed service context

Compensation:

• Compensation is unique to each candidate and relative to the skills and experience they bring to the position. The salary range for this position is typically between $140,000-$150,000. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range.

Benefits:

• Highlights of our benefits include Health/Dental/Vision, 401(k) match, Paid Time Off, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and parental leave.