Client Success Manager

Client Success Manager

Merlin Cyber seeks an experienced customer-focused and self-motivated client success manager to support our federal clients. The client success manager will build relationships and become established with our clients as a trusted advisor on cybersecurity and IT solutions to retain and expand business. The candidate will work directly with customers, solution partners, and our internal teams to promote delivery of value and ensure customer satisfaction with various cybersecurity and IT solutions across multiple client organizations. This includes removing roadblocks and resolving problems, through appropriate communications, coordination, and escalations while maintaining high customer satisfaction. The candidate will join a team of likeminded thought leaders who are encouraged to differentiate themselves as cybersecurity leaders and trusted advisors.

The candidate will support customers as they transition from sales prospects, building close relationships, and becoming established as a trusted advisor. Responsibilities include:

• Work directly with customers, solution partners, and Merlin internal teams to ensure all items on the bill of materials or scope of the project are successfully delivered while maintaining high customer satisfaction.
• Manage and lead stakeholder communications related to existing or prospective technology projects.
• Conduct weekly and monthly business reviews that include status, insights, and opportunities for growth.
• Develop comprehensive project plans to be shared with clients and other staff members.
• Support and coordinate activities and develop content for re-compete and organic growth opportunities.
• Support Merlin internal teams with marketing campaigns and business growth opportunities that include identifying customer-driven objectives, requirements, budget, and timelines.
• Analyze budgetary and financial objectives against project requirements and constraints.
• Remove roadblocks and resolve customer problems, concerns, and complaints.
• Promote value of the Merlin brand and client success team through customer experience.

The candidate will possess outstanding customer service and communication skills and have a passion for cybersecurity, IT, and innovative business solutions.

• Proven experience as a client success manager or similar role.
• Project Management Professional certification or equivalent experience is preferred.
• Excellent written and verbal communication skills with ability to lead briefings and conversations with various levels of customers.
• Working knowledge of office tools including MS Project, PowerPoint, Excel and Word.
• Proficient aptitude for technical and SME support services as they relate to cybersecurity and IT solutions.
• Proficiency with information security, network optimization and data management tools is a plus.
• Experience supporting federal mandates and goals such as the Zero Trust Maturity Model is preferred.
• CompTIA Security+ (Plus) certification or equivalent is preferred.
• Basic understanding of governance, risk and compliance requirements such as FISMA, NIST, FedRAMP and Authority to Operate processes.

Success attributes include commitment to personal and professional integrity and respect for others, a roll-up your sleeves attitude and low-ego approach, commitment to teamwork and professional relationship development, passion for lifelong learning, growth, and development, flexibility and nimbleness; comfortable with ambiguity and rapid change, strong communication and functional project management skills, ability and desire to innovate, try new things, and creatively explore novel solutions to business challenges, and a professional and respectful approach to the diversity of thought, action, identity, and attributes.

At Merlin, we want to empower and inspire employees to be and do their best. Workdays are dynamic, collegial, and fun. Our office features multiple places to work, free from typical office barriers. Our wellness package provides access to an on-site gym and includes medical, dental, and vision insurance along with options for FSA and EAP. We offer 401(k) with employer match, unlimited PTO, and a culture respectful of the reality that not everything in one's personal life is guaranteed to happen only after hours.

Merlin International, Inc. does not discriminate based on race, color, religion, national origin, sex, sexual orientation, gender identity, age, genetic information, disability, veteran status, or any other status protected by applicable law or regulation. It is our intention that all qualified applicants be given equal opportunity and that selection decisions be based on job-related factors.