Reporting to the regional Practice Manager of Customer Experience (CX), this individual will manage a portfolio of customers, and will be tasked with maintaining client satisfaction. This will be accomplished by ensuring our solutions meet the client’s business needs and objectives all while delivering standout strategic consultative guidance and excellent service. Success in this position is measured by achieving revenue retention goals, product and feature adoption rates, identifying revenue uplift opportunities, and overall customer satisfaction metrics.
Essential Duties/Responsibilities:
- Successfully develop and manage relationships for assigned clients and stakeholders, supporting all Cofense products in use by the client. Represent Cofense as the customer’s trusted advisor and subject matter expert. Coordinate customer engagements to ensure successful onboarding and product implementation, as well as throughout the customer’s full lifecycle with Cofense.
- Perform risk management to minimize churn. Continue to effectively showcase the value of Cofense products and services. Highlight any concerns and/or risks and share this with internal account partners and leadership. Develop get-well plans, with the assistance of the account team, to help minimize risk and increase customer satisfaction.
- Create and maintain comprehensive documentation for your book of business. Perform administrative tasks and documentation within our CSM toolset.
- Coordinate and collaborate with internal resources and third parties/vendors, as needed, for the successful execution of projects.
- Ensure tasks are delivered on time, within scope and within budget. Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility.
- Responsible for the profitability of our services and increasing our customers Cofense product commitment through successful portfolio management. Identify opportunities for revenue expansion within assigned accounts.
- Own all aspects of a customer’s simulated phishing defense program and deliver on Statement of Work (SOW) contractual requirements:
- Recommend customized phishing programs based on industry best practices and customer goals. Ensure alignment of recommendations to the current threat landscape and the customer’s core business objectives.
- Independently produce high-quality, client-ready deliverables to meet Statement of Work (SOW) contractual requirements. Share analytic deliverables and make operational and strategic recommendations based on the customer’s overarching security goals and key success indicators.
- For managed Security and Awareness (SAT) clients, run the customer’s simulated phishing program using Cofense solutions.
- For assigned Managed Phishing Detection and Response (MPDR) clients, deliver monthly MPDR reports while personalizing the monthly MPDR meeting to consist of reviewing unique threats the client has received and review malware identified.
- As necessary, travel to client sites to ensure excellent customer relationships.
- Assist in training newer members on the team, cross-training with the larger CX organization and collaborate on process and procedural improvements across the organization.
- Other duties as assigned.
Knowledge, Skills and Abilities Required
- Strong verbal and written communications skills.
- Excel in developing a strong rapport with customers; showcase the ability to successfully manage assigned accounts wherein continued revenue generation, identification for additional opportunities and overall high levels of customer satisfaction is present.
- Intermediate knowledge of the phishing threat landscape and the risk it presents to organizations.
- Enthusiastic and creative with the ability to inspire, influence and encourage others, in relationships with customers and peers.
- Analytical and process-focused mindset. Attention to detail is critical.
- Sense of ownership with a desire for action and willingness to jump in and roll-up your sleeves.
- Dedicated approach to connecting with customers to understand their needs and ensuring they realize the full value of our products and services.
- Excel in developing deep customer relationships and managing assigned accounts to result in continued revenue generation and high levels of customer satisfaction.
- Project and program management skills.
- Able to work independently to prepare and present deliverables to customers.
- Fundamental understanding of messaging, SMTP, and email products.
- Experience with Microsoft Word, Excel, and PowerPoint.
Education and/or Experience:
- Bachelor’s degree preferred.
- 2-4 years of experience in applying analytic methodologies and principles related to threat management.
- Previous experience supporting customers in a consultant, managed services, or technical account management capacity.
- CISSP, Security+, or PMP certification a plus.
- Information Security and Program Management experience preferred.
- ChurnZero experience preferred.
- Disclaimer-
The above statements are neither intended to be an all-inclusive list of the duties and responsibilities of the job described, nor are they intended to be a listing of all of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job. This job description is not a contract of employment, either express or implied. Employment with Cofense will be voluntarily entered into and your employment is considered at will. Cofense reserves the right to alter the job description at any time without notice.Cofense is committed to equal employment opportunity.
We will not discriminate against employees or applicants for employment on any legally recognized basis [protected class] including, but not limited to: veteran status, uniform service member status, race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, physical or mental disability, marital status, genetic information or any other status or characteristic protected by applicable national, federal, state or local laws and ordinances. We adhere to these commitments in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, and discipline.
