Client Success Manager

Role Overview

• Work with assigned customer base to understand current network security profile, identify gaps in this profile, and proactively work to expand Proficio service offerings on contract to close these gaps.
• Develop qualified client references throughout the portfolio and deliver appropriate acknowledgement for providing references
• Regular review and organization of pending customer tasks. This work includes follow up on overdue tasks in our queue, assignment of queue tasks to appropriate personnel, and adding meeting notes to tasks in progress.
• This role will work with the CSM team to understand current pain points and develop more efficient workflows.
• Work with our various service delivery teams to ensure new staff is given access to all customer environments required and terminated staff is removed from access lists. This work involves engagement with customers across multiple systems and frequent tracking with our internal teams. Quick access to systems is critical for our security teams to provide prompt response to security alerts!
• Act as the liaison between clients and internal departments (Engineering, SOC, Operations, Finance, Legal) to ensure timely completion of client initiatives, solve technical problems and propose new feature development
• Create and maintain project plans, track customer requirements, and translate customer requests into deliverables
• Develop and maintain strong relationships within assigned client segment to ensure maximum customer satisfaction and retention metrics
• Ensure quality standards are being consistently applied in the implementation of services
• Facilitate meetings with clients to ensure service delivery milestones are met
• Follow up and tracking of requests for custom development with our R&D team. The creation of new and customer features requires time, but our customers require feedback – this role bridges the two by providing real time updates to customization requests for our CSM staff.
• Organization of customer information across platforms. Proficio utilizes multiple systems to deliver services. These systems need to be continually updated to ensure that the information is correct downstream. This role will work to ensure that data replication is consistent amongst the most important operational platforms.
• Ensure security, availability, and confidentiality of all sensitive data collected, processed, or stored by this position

Requirements

• 2+ years+ previous client or customer success experience including responsibility for upsells and renewals.
• Experience developing processes and managing projects in a technology-based service organization
• Experience and understanding of SIEM technology operations (Sentinel, Splunk, Elastic)
• Capable of being resilient when facing difficult situations. Acts calmly when faced with criticism or roadblocks. Can bounce back from negative experiences and maintains a positive, professional attitude despite adversity or challenges
• Possess practiced situational adaptability in their approach in real time to match the shifting demands of the business and customer situations
• Proven ability to gain the trust of others through honesty, integrity and authenticity
• Think out-of-the-box and energize others with passion, quality and commitment
• You are a creative self-starter – always looking for ways to improve processes and create a better customer experience.
• Aptitude for technology knowledge, spreadsheet and Salesforce utilization; previous experience with project management tools (ServiceNow)

Tech Stack

• ServiceNow
• Splunk

Benefits

• Opportunity to work in a progressive operation with structured training and roadmap for success
• Lunches and fun employee activities!
• Experience in one of the hottest IT industries today!