SUMMARY
The Client Success Manager (CSM) is an integral part of the Managed Services team acting as one of the primary client interfaces and is the client advocate for service delivery. The CSM adds value to their customers by serving as their advocate, always keeping an open line of communication to ensure a successful operational experience. The CSM assists other company resources to deliver consistent technical reports, gets answers for high level and strategic technical questions, and ensures all contractual services are provided in a timely and accurate manner. The CSM works closely with multiple internal departments to ensure their clients are updated on most recent threat intelligence information. The CSM role assists team members with performing periodic Business Reviews with clients and actively works with them to ensure adoption of products and services.
ROLES & RESPONSIBILITIES
Demonstrates value delivery to the customer
Coordinates and tracks multiple work streams across multiple engagements
Serves as point of contact for customer inquiries
Manages and maintains executable operational plans in line with objectives and contractual commitments
Tracks service and project engagements to ensure outcomes and business objectives are reached
Prepares and presents Business Review reports with customer stakeholders
Project manages low-touch engagements
May assist client with Vendor Management, Contract renewals and negotiations, IT Roadmap, and short-term and long-term budgeting
Identifies customer areas of cyber and/or operational risks and works with the team to provide mitigation solutions
Assists Managed Security Services operations and sales leads to develop and maintain onboarding and new-hire training
Understands process documentation and assists in its maintenance
Develops comprehensive and accurate reports and presentations for both technical and executive audiences
Effectively communicates investigative findings to client stakeholders
Works with security and IT operations teams and clients to implement remediation plans in response to incidents
Works under little to no supervision, may receive general guidance on new assignments
Escalates difficult or complex issues to CSM II or CSM III
May perform other duties as assigned by management
SKILLS AND KNOWLEDGE
Working knowledge of private and public cloud infrastructure configurations and connectivity
Fundamental understanding and working knowledge of common critical network protocols and Layer7 technologies
Strong communication skills, both verbal and written, in one or more of the following technical disciplines: Incident Response, System/Network administration, Security Operations, Information Security, Forensics, and Digital Investigations
Ability to learn and innovate utilizing Business Intelligence platforms to deliver continual value
Ability to provide consistent high-quality advisement across the IT spectrum
Current industry knowledge, best practices, and guidelines in a research capacity
Basic understanding of OSI model, basic networking and troubleshooting concepts
Familiarity with Public Cloud, Private cloud, and virtualization solutions
Basic knowledge of vulnerability scanning technologies
Fundamental understanding of enterprise security controls in Active Directory / Windows environments
Strong team player with the ability to conduct daily duties autonomously desired
Consulting or client-facing background, preferred
JOB REQUIREMENTS
2+ years’ experience involving project or incident response engagements
Associate’s Degree and 6-8 years of experience involving work directly related to listed skill areas and equivalent to abilities or Bachelor’s Degree and 2-5 years related experience
Technical experience in the following areas: Windows desktop and server operating systems
Networking devices such as Switches, Firewalls, Wireless access points
Backup and disaster planning, RPO and RTO targets
Must be eligible to work in the US without sponsorship
Ability…