Practice Manager, (Customer Success, Cybersecurity)

Cofense is a cybersecurity platform focused on stopping phishing threats. The Practice Manager will lead a team of professional services consultants and customer success professionals to develop and manage phishing defense programs, ensuring high-quality service delivery and client relationship management.

Responsibilities:

• Create a team culture that enables high performance, a sense of urgency, a focus on outcomes, a proactive mindset, constructive feedback, and continuous learning
• Organize and manage the team’s goals, activities, priorities, and account plans that ensure early delivery of value to Cofense’s customers and stakeholders through regular inspection and proactive risk management
• Partner on various strategic business initiatives across the organization
• Engage with Cofense customers, as well as internal teams such as sales, support, product and engineering, marketing, content, legal, and others to deliver valuable product and service solutions; thus, maintaining solid client relationships
• Coordinate efforts to retain and gain new business, including forecasting customer churn and helping identify new product and service upsell opportunities
• Service as an escalation point for your team members and assigned customers and act as Cofense’s leadership presence and support customers, as necessary
• Manage a team of customer experience professionals in the performance of their duties, including day-to-day client account management, client onboarding, program development, reporting and data analysis, and churn mitigation. Ensure departmental standards/expectations are met and contractual obligations are delivered satisfactorily
• Provide strong leadership, guidance and motivation to direct reports
• Recruit, onboard, train, develop and coach direct reports
• Maintain a client case load, as needed, to support the business
• Oversee the building and implementation of effective phishing training, awareness and education programs for Cofense customers based upon their current security environment
• Oversee the implementation and adoption of phishing detection and response mitigation strategies
• Deliver customer presentations, as necessary, to ensure excellent customer relationships
• Aid in the analysis of simulated phishing program trends and recommend corrective program actions to ensure adequate training and education
• Analyze the current phishing threat landscape often and share this information with your team, so they are positioned to offer customized phishing defense advice to increase a client’s overall security posture
• Coordinate customer-focused activities to ensure successful product implementation and usage
• Assist with all regional client satisfaction issues and engage directly with the client as needed
• Engage the sales team often and keep them informed of overall client health
• Engage with the product team regularly to share customer feedback and product enhancement requests
• Manage performance utilization rates and balance caseloads as necessary to ensure expectations, timelines, and contractual deliverables are satisfactorily met
• Review output produced by your direct reports to ensure this meets quality expectations and aligns to standards, methodologies, and best practices
• Ensure regional goals and performance are aligned to business and corporate goals
• Participate in business/operational analysis, planning, development and execution
• Other duties as assigned

Requirements:

• Experience managing a team of professional services consultants and customer success professionals
• Strong background in resource management, client management & business management
• Outstanding service delivery management skills
• People management skills
• Relationship management skills
• Leadership skills
• Technical acumen
• Ability to drive customer outcomes through involvement in and ownership of customer interaction
• Ability to achieve team goals
• Ability to conduct appropriate reporting
• Ability to conduct internal and external stakeholder reviews
• Ability to ensure support and alignment across the CX organization
• In-depth knowledge of the phishing threat landscape
• Understanding of the risk phishing presents to organizations across various industry verticals and sizes
• Advanced understanding of messaging, SMTP delivery and email security products
• 5+ years in a leadership and management role
• 8+ years supporting customers in a consultant, managed services, or customer support capacity
• Strong resource management, leadership and coaching skills
• Successful track record of working with enterprise level customers
• Excellent verbal and written communications skills
• Proficient in managing all aspects of client relationships
• Proven analytical and problem-solving skills
• Ability to meet with, and present to, internal and external teams including executive leadership
• Bachelor's degree
• CISSP or Security + certification
• Experience with ChurnZero
• Demonstratable experience managing change
• Experience building and successfully managing remote-based teams
• Advanced experience with Microsoft Word, Excel and PowerPoint