Customer Success Manager (Mid-Atlantic)

GuidePoint Security provides trusted cybersecurity expertise, solutions and services that help organizations make better decisions and minimize risk. The Customer Success Manager will serve as a primary advocate for Mid-Atlantic commercial customer relations, managing professional services engagements and coordinating with various stakeholders to enhance customer experience.

Responsibilities:

• Support elite/strategic accounts, this includes but not limited to:
• Professional Service Engagement management
• Produce executive-level metrics, reporting, and manage SLAs
• Support Large Scale Security Projects and be able to speak to the project at all levels of organization (network, dev/ops, database administrators, server team, storage, cloud, etc) and not just the security stakeholders to drive progress and reputation for GuidePoint
• Manage MSSP Partner Relationships as well as support GuidePoint Managed Service as a customer advocate to ensure as well as monitor for performance, efficiency, and operations
• Interface regularly with Project Managers, Account Executives, Sales Operations, and delivery teams to capture relevant client details and intelligence
• Advise account team on customer roadmap items and opportunities within the account and help drive sales and adoption of GuidePoint services
• Adhere to GuidePoint Security Core Values
• Other duties as assigned

Requirements:

• Bachelor's degree preferred
• Proficient with Microsoft Office/Microsoft Project/Atlassian Jira/Atlassian Confluence
• Prior Experience running / developing / executing Customer Success Programs for Professional Service firms and/or Vendors within the cybersecurity or Information Technology domain(s)
• Demonstrated knowledge of commercial / vendor program management
• Demonstrated exceptional leadership, communication, time management, facilitation, and organizational skills
• Up to 10% on-site travel required