Manager, Client Success | Remote, USA

This position will be fully remote and can be hired anywhere in the continental U.S.The Manager, Cyber Operations role is to oversee the Optiv Cyber Operations Client Success Management team in alignment with the business objectives of the organization. The position is responsible for activities related to maintaining and expanding customer relationships and reestablishing those that have lapsed. The position will take the lead in working cross functionally to resolve key customer challenges. They support initiatives and other priorities by injecting the customers' perspective into the service development and deployment process. The role requires involvement with key stakeholders and maintains a positive relationship with clients while serving as an escalation point for service delivery. This person will also define policies, procedures, and best practices. The position is closely involved in helping to mentor, develop and evaluate employee performance as well as helping with development and continuous improvement of the Cyber Operations services.How you'll make an impactLead and inspire the client success teamResponsible for the overall Cyber Operations client life cycle managementEnsure client expectations are set, understood, agreed upon and metBuild and improve integration process as needed to continue to improve service efficiency, effectiveness and client satisfactionDrive the responsiveness to the client(s) of the entire Cyber Operations organizationMonitor service delivery for contractual complianceProvide input to and help deliver transition plans from a customer deliverable point of viewMake recommendations for contract changes that can improve service, increase revenue and improve customer satisfactionServe as a point of contact for service levels, escalations and issues for the customerWorking knowledge of business processes and workflows along with the ability to communicate them in lay person’s termsDevelop service action plans based on root cause analysis, trends and customer inputsCommunicate service interruption, root cause analysis, action plans, capacity/performance trend analysisProvide timely, accurate and relevant internal and external reportingProvide appropriate account specific information to service suppliersEnsure communications on day-to-day service operations are delivered to appropriate customer staffDeliver cost effective, standard customer measurements in line with contracted commitmentsCoordinate actions between clients and the appropriate service delivery departments to ensure needs are metPerforms other duties as assignedComplies with all policies and standardsWhat we're looking forBachelor's Degree from four-year college or university Information Technology, Information Security/Assurance, Engineering or similar area of study required4-7 years experience in service delivery management required4-7 years Project Management experience required4-7 years Information Technology experience requiredCompTIA Security+ Certification One or more certifications in Security/Networking Upon Hire preferredCISSP Certified Information Systems Security Professional One or more certifications in Security/Networking Upon Hire preferredGSEC Upon Hire preferredGCIA Upon Hire preferredGCIH Upon Hire preferredCertified Project Management Professional (PMP)-PMI Upon Hire preferredTeam-oriented and possess excellent problem solving, interpersonal, verbal and written communication skillsWhat you can expect from OptivA company committed to our inclusive value through our Employee Resource GroupsWork/life balanceProfessional training resourcesCreative problem-solving and the ability to tackle unique, complex projectsVolunteer Opportunities. “Optiv Chips In” encourages employees to volunteer and engage with their teams and communities.The ability and technology necessary to productively work remotely/from home (where applicable)EEO StatementOptiv is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity or expression, sexual orientation, pregnancy, age 40 and over, marital status, genetic information, national origin, status as an individual with a disability, military or veteran status, or any other basis protected by federal, state, or local law.Optiv respects your privacy. By providing your information through this page or applying for a job at Optiv, you acknowledge that Optiv will collect, use, and process your information, which may include personal information and sensitive personal information, in connection with Optiv’s selection and recruitment activities. For additional details on how Optiv uses and protects your personal information in the application process, click here to view our Applicant Privacy Notice. If you sign up to receive notifications of job postings, you may unsubscribe at any time.SummaryLocation: Leawood, Kansas; Charlotte, North Carolina; Atlanta, Georgia; Overland Park, Kansas; Orlando, FloridaType: Full time