Director Client Success - Managed Security Operations | Remote, USA

This position will be fully remote and can be hired anywhere in the continental U.S The Director of Client Success is a key Cyber Operations leader and highly motivated self-starter, who manages teams of highly skilled Customer Success Managers, Technical Account Managers, and Onboarding Project Managers whose combined purpose is to manage the impact, efficiency, and ongoing maturity of the service experience for Optiv Managed Services clients.  While serving as a key escalation point for Cyber Operations Practice Leaders, Sales teams, and clients, this role develops and leads a client facing business unit with data driven decisioning, exceptional metrics and reporting, and proactive problem management.  

How You Will Make an Impact

  • Lead teams providing operational and strategic planning, including fostering innovation, planning projects, and organizing and negotiating the allocation of resources
  • Work closely with clients on reporting, escalations, and overall service satisfaction
  • Collaborate and consult with Managed Service leaders on the overall advancement of the organization and Optiv in general
  • Direct and drive KPI measurement, and process and documentation improvement
  • Manage financial aspects of the group, including preparation for purchasing, budgeting, and budget review
  • Manage staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions
  • Develop and maintain an educational environment where the knowledge and performance and morale of the group is constantly advancing
  • Perform annual staff appraisals
  • Establish and maintain regular written and in-person communications with the organization’s executives, other group heads regarding pertinent activities
  • Ensure client onboarding projects are delivered on-time, within scope and within budget
  • Build and manage a team of highly motivated, customer-focused individuals to manage the overall success of service offerings and retention of clients
  • Review and report service performance against operating plans and standards, working in collaboration with the services delivery teams to monitor program metrics and KPI’s
  • Drive program/client revenue growth by identifying cross-sell and upsell opportunities
  • Present monthly and quarterly reports on service performance as requested or required both clients and Managed Services leadership

What We’re Looking For

  • Bachelor’s Degree (B.A.) from four-year college or university in Information Technology, Information Security/Assurance, Engineering or similar area of study or equivalent experience 
  • 12+ years professional IT and Information Security experience 
  • 8+ years leading customer service oriented teams 
  • 3+ years professional experience in managed services 
  • One or more certifications in Security/Networking including Security+, GSEC, GCIA, GCIH, CISSP or other security specific vendor/product certifications 
  • Proven ability to make decisions and perform complex problem solving activities under pressure 
  • Advanced business acumen and technical savvy required 
  • Sharp analytical abilities and the ability to make sound decisions quickly required 
  • Deep understanding of regulatory compliance such as NIST, SOX, HIPPA, NERC CIP, PCI, etc. and their differentiators across global regions 
  • Deep understanding of laws pertaining to cyber security and their differentiators across global regions 
  • Experience working with ticketing and knowledge management systems such as Service Now 
  • Experience with ITIL concepts and practices 
  • Experience with reporting platforms such as DOMO and PowerBI 
  • #LI-NA1
If you are seeking a culture that supports growth, fosters success, and moves the industry forward, find your place at Optiv! As a market-leading provider of cyber security solutions, Optiv has the most comprehensive ecosystem of security products and partners to deliver unparalleled services. Our rich and successful history with our clients is based on trust, serving more than 12,000 clients of varying sizes and industries, including commercial, government, and education. We have the proven expertise to plan, build, and run successful security programs across Risk Management, Cyber Digital Transformation, Threat Management, Security Operations - Managed Services, and Identity and Data Management.With Optiv you can expect• A company committed to championing Diversity, Equality, and Inclusion through our Affinity groups including, Black Employee Network, Disabled Employee Network, Latino Employee Network, Optiv Pride (LGBTQIA+), Veterans Support Network, and Women's Network.• Work/life balance. • Professional training resources• Creative problem-solving and the ability to tackle unique, complex projects• Volunteer 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)Optiv is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, status as an individual with a disability, 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.

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