Customer Success Manager - Remote

Summary

The Customer 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 the virtual IT Manager, always keeping an open line of communication to ensure a successful operational experience. The CSM works together with company resources to deliver consistent technical reports, answering high level and strategic technical questions and ensure all contractual services are provided in a timely and accurate manner. The CSM will work closely with multiple internal departments to ensure their customers are updated on most recent threat intelligence information. The CSM role performs periodic Business Reviews with clients and actively maintains and evolves an IT Roadmap.

Roles And Responsibilities

• Effectively communicate investigative findings and strategy to client stakeholders including technical staff, executive leadership, and legal counsel.
• Identifies customer areas of cyber and/or operational risks and works with the team to provide mitigation solutions.
• Works in conjunction with Managed Services operations and sales leads develop, maintain, innovate, and deliver onboarding and new-hire training.
• The CSM primary responsibility is to demonstrate value delivery to the customer.
• Manages and maintains executable operational plans in line with objectives and contractual commitments
• Work with security and IT operations at clients to implement remediation plans in response to incidents.
• Develop comprehensive and accurate reports and presentations for both technical and executive audiences.
• Prepares and presents Business Review reports with customer stakeholders.
• Track service and project engagements to ensure outcomes and business objectives are reached.
• Responsible for the timely coordination and tracking of multiple work streams across multiple engagements.
• Assists customer with Vendor Management, Contract renewals and negotiations, IT Roadmap and short- term and long-term budgeting.
• Project manage low-touch engagements.
• Responsible for understanding process documentation and assist in its maintenance.
• Serves as point of contact for customer inquiries.
• May perform other duties as assigned by management.

Skills And Knowledge

• Understanding and working knowledge of common critical network protocols and layer 7 technologies
• Ability to learn and innovate utilizing Business Intelligence platforms to deliver continual value
• Comprehensive understating of private and public cloud infrastructure configurations and connectivity
• Possess 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, Digital Investigations.
• Maintain present industry knowledge, best practices, and guidelines in a research capacity
• Fundamental understanding of OSI model, basic networking and troubleshooting concepts
• Familiarity with Public Cloud, Private cloud, and virtualization solutions
• Provide consistent high-quality advisement across the IT spectrum

JOB REQUIRMENTS

• Thorough understanding of enterprise security controls in Active Directory / Windows environments
• Consulting or client-facing background strongly preferred
• 5+ years’ experience involving work directly related to listed skill areas and equivalent to abilities
• Technical experience in the following areas:
• Experience with vulnerability scanning technologies
• Strong team player with the ability to conduct daily duties autonomously desired
• Networking devices such as Switches, Firewalls, Wireless access points
• Must be eligible to work in the US without sponsorship
• Windows desktop and server operating systems
• 3+ years’ experience involving project or incident response engagements
• Ability to travel domestically up to 10% and work onsite at client sites as required
• Backup and disaster planning, RPO and RTO targets

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 accommodations may be made to enable people with disabilities to perform the essential functions of this job.

PHYSICAL DEMANDS

• 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.
• No physical exertion required.
• Travel within or outside of state.

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. Any employee making changes unauthorized by the Human Resources Department will be subject to disciplinary action up to and including termination.

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.