Manager, Client Success | Remote

This position will be fully remote and can be hired anywhere in the continental U.S.The Manager, Cyber Operations role is to oversee the Optiv Cyber Operations Client Success Management team in alignment with the business objectives of the organization. The position is responsible for activities related to maintaining and expanding customer relationships and reestablishing those that have lapsed. The position will take the lead in working cross functionally to resolve key customer challenges.

They support initiatives and other priorities by injecting the customers' perspective into the service development and deployment process. The role requires involvement with key stakeholders and maintains a positive relationship with clients while serving as an escalation point for service delivery. This person will also define policies, procedures, and best practices. The position is closely involved in helping to mentor, develop and evaluate employee performance as well as helping with development and continuous improvement of the Cyber Operations services.

How you'll make an impact

Lead and inspire the client success team Responsible for the overall Cyber Operations client life cycle management

Ensure client expectations are set, understood, agreed upon and met Build and improve integration process as needed to continue to improve service efficiency, effectiveness and client satisfaction

Drive the responsiveness to the client(s) of the entire Cyber Operations organization

Monitor service delivery for contractual compliance

Provide input to and help deliver transition plans from a customer deliverable point of view

Make recommendations for contract changes that can improve service, increase revenue and improve customer satisfaction

Serve as a point of contact for service levels, escalations and issues for the customer

Working knowledge of business processes and workflows along with the ability to communicate them in lay person’s terms

Develop service action plans based on root cause analysis, trends and customer inputs

Communicate service interruption, root cause analysis, action plans, capacity/performance trend analysis

Provide timely, accurate and relevant internal and external reporting

Provide appropriate account specific information to service suppliers

Ensure communications on day-to-day service operations are delivered to appropriate customer staff

Deliver cost effective, standard customer measurements in line with contracted commitments

Coordinate actions between clients and the appropriate service delivery departments to ensure needs are met Performs other duties as assigned

Complies with all policies and standards

What we're looking for Bachelor's Degree from four-year college or university Information Technology, Information Security/Assurance, Engineering or similar area of study required4-7 years experience in service delivery management required4-7 years Project Management experience required4-7 years Information Technology experience required

CompTIA Security+ Certification One or more certifications in Security/Networking Upon Hire preferredCISSP Certified Information Systems Security Professional One or more certifications in Security/Networking Upon Hire preferredGSEC Upon Hire preferredGCIA Upon Hire preferredGCIH Upon Hire preferred

Certified Project Management Professional (PMP)-PMI Upon Hire preferred

Team-oriented and possess excellent problem solving, interpersonal, verbal and written communication skills

What you can expect from OptivA 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

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