Client Success / Account Manager - Cybersecurity

Company: Proficio Inc
Location: Carlsbad
Posted on: February 23, 2021

Job Description:

Client Success / Account Manager - Cybersecurity Sales Carlsbad, California, United States Full time Proficio is an award-winning managed detection and response (MDR) services provider. We provide 24/7 security monitoring, investigation, alerting and response services to organizations in healthcare, financial services, manufacturing, retail and other industries. Proficio has been highlighted in Gartner's Market Guide for Managed Detection and Response Services for the last three consecutive years. We have a track record of innovation. Proficio invented the concept of SOC-as-a-Service. We were the first MSSP to provide automated response services and the first in our space to provide a risk scoring dashboard. Our typical client is a medium to large-sized organization that lacks the in-house resources to address the challenges of a rapidly changing threat landscape. The difficulty of hiring and retaining cybersecurity professionals are widely understood but our prospective clients also struggle to effectively harness technology and build hardened processes. While Proficio has developed a unified service delivery platform designed to meet the needs of the most demanding clients, what sets us apart is the quality and passion of our people. We believe the SOC of the Future will meld the creativity of human intelligence with the power of advanced technologies like AI. SUMMARY The mission of the Client Success department is to ensure that our customers achieve their security goals with our platform and provide guidance on improving their security program for the long term. The Client Success Manager understands that while our customers have many similarities, each is unique and has specific security goals. We are looking for a Client Success Manager who is able to discern where a customer is on their security maturity journey and assess how to integrate Proficio services into their security program. You will possess a fanatical devotion to customer service, business quality, and data security. Moderate travel optional (to clients in geographical area) DESCRIPTION

• Develop and execute strategies that contribute to key metrics - retention, upsell, increased service utilization/adoption, and contractual compliance
• Identify avenues for additional monthly and annual recurring revenue (MRR/ARR) by strategically contacting key decision makers on a planned basis
• Develop qualified client references throughout the portfolio and deliver appropriate acknowledgement for providing references
• Develop and maintain strong relationships within assigned client segment to ensure maximum customer satisfaction and retention metrics
• Utilizing a consultative approach, showcase technical knowledge in regular conversations with clients (operational through C-Level)
• Act as the liaison between clients and internal departments (Engineering, SOC, Operations, Finance, Legal) to ensure timely completion of client initiatives, solve technical problems and propose new feature development
• Regularly review internal processes, documents, tools, reports, and sales strategy to provide unparalleled customer service to clients
• Facilitate meetings with clients to ensure service delivery milestones are met
• Ensure quality standards are being consistently applied in the implementation of services
• Create and maintain project plans, track customer requirements, and translate customer requests into deliverables Requirements
  • Experience developing processes and managing projects in a technology-based service organization
  • Experience and understanding of SIEM technology operations (ArcSight, Splunk, Elastic)
  • Capable of being resilient when facing difficult situations. Acts calmly when faced with criticism or roadblocks. Can bounce back from negative experiences and maintains a positive, professional attitude despite adversity or challenges
  • Possess practiced situational adaptability in their approach in real time to match the shifting demands of the business and customer situations
  • Proven ability to gain the trust of others through honesty, integrity and authenticity
  • Think out-of-the-box and energize others with passion, quality and commitment
  • You are a creative self-starter - always looking for ways to improve processes and create a better customer experience.
  • Aptitude for technology knowledge, spreadsheet and Salesforce utilization; previous experience with project management tools (ServiceNow, JIRA)
  • Competitive base salary plus aggressive commission plan - no cap on success
  • Health, Dental and Vision plans available first of the month and other benefits available from day 1
  • ProLunch, Game Room, onsite gym, and fun employee activities!
  • 401K plan
  • Gym reimbursement
  • Employee Assistance Program
  • Life and Voluntary Life Insurance programs

Keywords: Proficio Inc, San Diego , Client Success / Account Manager - Cybersecurity, Executive , Carlsbad, California