Client Success Manager

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 to travel domestically up to 10% and work onsite at client sites as required

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities, duties and skills required personnel so classified.

WORK ENVIRONMENT

While performing the responsibilities of this position, the work environment characteristics listed below are representative of the environment the employee will encounter: Usual office working conditions. Reasonable accommodation may be made to enable people with disabilities to perform the essential functions of this job.

PHYSICAL DEMANDS

• No physical exertion required
• Travel within or outside of the state
• Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force as frequently as needed to move objects

TERMS OF EMPLOYMENT

Salary and benefits shall be paid consistent with Arete salary and benefit policy.

FLSA OVERTIME CATEGORY

Job is exempt from the overtime provisions of the Fair Labor Standards Act.

DECLARATION

The Arete Incident Response Human Resources Department retains the sole right and discretion to make changes to this job description.

EQUAL EMPLOYMENT OPPORTUNITY

We’re proud to be an equal opportunity employer and celebrate our employees’ differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.

Arete Incident Response is an outstanding (and growing) company with a very dedicated, fun team. We offer competitive salaries, fully paid benefits including Medical/Dental, Life/Disability Insurance, 401(k) and the opportunity to work with some of the latest and greatest in the fast-growing cyber security industry.

When you join Arete…

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses, and things connect with each other. Of course, we will offer you great pay and benefits, but we’re about more than that. Arete is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Arete, where experience matters.

Equal Employment Opportunity

We’re proud to be an equal opportunity employer- and celebrate our employees’ differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.