Client Success Manager

Job Summary

The Client Success Manager is responsible for nurturing and growing the client and 5iron

Cyber relationship. While a technology or information security background is not required, a base level understanding of information technology or previous technology implementation is preferred. The candidate must demonstrate a strong commitment to stakeholder relationships by proactively communicating and taking ownership of risks/issues and facilitating effective outcomes in a timely manner. Infrequent and occasional travel may be required.

• Building and nurturing long-term relationships with small to medium size clients to solidify our partnership and commitment to their success.
• Develop and maintain client success plans to ensure that clients derive maximum value and satisfaction from their investments in the 5iron Managed Services.
• Maintain KPIs such as client retention rates, churn rates, client satisfaction (CSAT), Net Promoter Score, and renewal rates.
• Conduct regular client check-ins and listen for opportunities for 5iron to perform more effectively and act as an initial point of escalation when necessary.
• Being the voice of the client to 5iron, as well as relaying 5iron’s position to the client.
• Becoming a trusted advisor for our accounts and capable of ensuring clients are appropriately leveraging the platforms we manage for them and are satisfied with the services they receive from our Security Operations Center.
• Identify opportunities to upsell to existing clients by listening for key information regarding additional service offerings.
• Driving client retention and growth through notification of contract renewals, processing of contract renewals, identifying product expansion opportunities.
• Successfully planning and prioritizing a high volume of activities and requests to manage client issues and requests requirements, including following through on requests in a timely manner, asking clarifying questions to determine the correct source and impact of issues, as well as understanding use cases to coach customers to alternate solutions when possible.
• Facilitate client onboarding as needed for security platforms such as email security, endpoint protection, network monitoring, and cloud security solutions.

• 3+ years of demonstrated success in an Account Management role, preferably in a technology organization.
• 1+ year leading client facing projects.
• The ability to be flexible and work in a rapidly changing environment is required.
• Bachelor's degree, or combination of education and relevant experience.
• Aptitude for technology.
• Basic understanding of cybersecurity concepts and MSSP services preferred.
• Fanatical devotion to customer service, business quality, and data security.
• Excellent organizational and written/oral communication skills.
• Up to 25% travel may be required.

• Company-paid health, dental and vision insurance plans for the employee.
• Up to a 4% 401k company match that vests immediately, it’s yours to keep.
• Generous paid time off and 10 holidays per year.
• Paid time off to vote and volunteer.
• Paid time off on your birthday because it’s your special day.
• Up to $100 per month for your internet and cell phone service.
• Team building events.

• All candidates will be required to take an extensive background screen, credit screen, and drug screen prior to employment.
• This is an on-site position for candidates located in Franklin, TN.