Areté
Client Success Manager III
Areté, Boca Raton, Florida, us, 33481
Summary
The Client Success Manager III (CSM III) 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 III 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 III works together with and leads other company resources to deliver consistent technical reports, answers high level and strategic technical questions, and ensures all contractual services are provided in a timely and accurate manner. The CSM III works closely with multiple internal departments to ensure their clients are updated on most recent threat intelligence information. The CSM III role performs periodic Business Reviews with clients and actively works with them to ensure adoption of products and services.
Roles & Responsibilities
Demonstrates value delivery to the customerCoordinates and guides multiple work streams across multiple engagementsServes as point of contact for customer inquiriesManages and maintains executable operational plans in line with objectives and contractual commitmentsTracks service and project engagements to ensure outcomes and business objectives are reached and ensures alignment and effective communicationPrepares and presents Business Review reports with customer stakeholdersProject manages low-touch engagementsMay assist client with Vendor Management, Contract renewals and negotiations, IT Roadmap, and short-term and long-term budgetingIdentifies customer areas of cyber and/or operational risks and works with the team to provide mitigation solutionsWorks in conjunction with Managed Security Services operations and sales leads to develop, maintain, innovate, and deliver onboarding and new-hire trainingUnderstands process documentation and assists in its maintenanceWorks with Manager, Client Success and leads projects to develop and improve Client Success processesDevelops comprehensive and accurate reports and presentations for both technical and executive audiencesEffectively communicates investigative findings and strategy to client stakeholders including technical staff, executive leadership, and legal counselWorks with security and IT operations teams and clients to implement remediation plans in response to incidentsGuides and mentors more junior team membersRecognized as an expert in Client Success methodologies within companyMay perform other duties as assigned by management
Skills And Knowledge
Thorough understating of private and public cloud infrastructure configurations and connectivityThorough understanding and knowledge of common critical network protocols and Layer7 technologiesStrong 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 InvestigationsAbility to learn and innovate utilizing Business Intelligence platforms to deliver continual valueAbility to provide consistent high-quality advisement across the IT spectrumCurrent industry knowledge, best practices, and guidelines in a research capacityGeneral understanding of OSI model, basic networking and troubleshooting conceptsThorough familiarity with Public Cloud, Private cloud, and virtualization solutionsProficiency with vulnerability scanning technologiesThorough understanding of enterprise security controls in Active Directory / Windows environmentsStrong team player with the ability to conduct daily duties autonomously desiredEnsures alignment and effective communication among team members and clients
Job Requirements
3+ years’ experience involving project or incident response engagementsBachelor's Degree and 6-15 years of experience involving work directly related to listed skill areas and equivalent to abilities or Master's or Advanced Degree and 5+ years related experienceThorough technical experience in the following areas:Windows desktop and server operating systemsNetworking devices such as Switches, Firewalls, Wireless access pointsBackup and disaster planning, RPO and RTO targetsConsulting or client-facing backgroundMust be eligible to work in the US without sponsorshipAbility to travel domestically up to 10% and work onsite at client sites as required
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The Client Success Manager III (CSM III) 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 III 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 III works together with and leads other company resources to deliver consistent technical reports, answers high level and strategic technical questions, and ensures all contractual services are provided in a timely and accurate manner. The CSM III works closely with multiple internal departments to ensure their clients are updated on most recent threat intelligence information. The CSM III role performs periodic Business Reviews with clients and actively works with them to ensure adoption of products and services.
Roles & Responsibilities
Demonstrates value delivery to the customerCoordinates and guides multiple work streams across multiple engagementsServes as point of contact for customer inquiriesManages and maintains executable operational plans in line with objectives and contractual commitmentsTracks service and project engagements to ensure outcomes and business objectives are reached and ensures alignment and effective communicationPrepares and presents Business Review reports with customer stakeholdersProject manages low-touch engagementsMay assist client with Vendor Management, Contract renewals and negotiations, IT Roadmap, and short-term and long-term budgetingIdentifies customer areas of cyber and/or operational risks and works with the team to provide mitigation solutionsWorks in conjunction with Managed Security Services operations and sales leads to develop, maintain, innovate, and deliver onboarding and new-hire trainingUnderstands process documentation and assists in its maintenanceWorks with Manager, Client Success and leads projects to develop and improve Client Success processesDevelops comprehensive and accurate reports and presentations for both technical and executive audiencesEffectively communicates investigative findings and strategy to client stakeholders including technical staff, executive leadership, and legal counselWorks with security and IT operations teams and clients to implement remediation plans in response to incidentsGuides and mentors more junior team membersRecognized as an expert in Client Success methodologies within companyMay perform other duties as assigned by management
Skills And Knowledge
Thorough understating of private and public cloud infrastructure configurations and connectivityThorough understanding and knowledge of common critical network protocols and Layer7 technologiesStrong 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 InvestigationsAbility to learn and innovate utilizing Business Intelligence platforms to deliver continual valueAbility to provide consistent high-quality advisement across the IT spectrumCurrent industry knowledge, best practices, and guidelines in a research capacityGeneral understanding of OSI model, basic networking and troubleshooting conceptsThorough familiarity with Public Cloud, Private cloud, and virtualization solutionsProficiency with vulnerability scanning technologiesThorough understanding of enterprise security controls in Active Directory / Windows environmentsStrong team player with the ability to conduct daily duties autonomously desiredEnsures alignment and effective communication among team members and clients
Job Requirements
3+ years’ experience involving project or incident response engagementsBachelor's Degree and 6-15 years of experience involving work directly related to listed skill areas and equivalent to abilities or Master's or Advanced Degree and 5+ years related experienceThorough technical experience in the following areas:Windows desktop and server operating systemsNetworking devices such as Switches, Firewalls, Wireless access pointsBackup and disaster planning, RPO and RTO targetsConsulting or client-facing backgroundMust be eligible to work in the US without sponsorshipAbility to travel domestically up to 10% and work onsite at client sites as required
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