At Optiv, we’re on a mission to help our clients make their businesses more secure. We’re one of the fastest growing companies in a truly essential industry.

In your role at Optiv, you’ll be inspired by a team of the brightest business and technical minds in cyber security. We are passionate champions for our clients, and know from experience that the best solutions for our clients’ needs come from working hard together. As part of our team, your voice matters, and you will do important work that has impact, on people, businesses and nations. Our industry and our company move fast, and you can be sure that you will always have room to learn and grow. We’re proud of our team and the important work we do to build confidence for a more connected world.

POSITION SUMMARY

With the massive growth of the security challenge and increase in the sophistication of products and solutions, customers are turning to managed security providers to help them expand their capabilities and achieve more. We believe that the best way to help our customers is to develop a more sophisticated and deeper relationship with them (unlike the typical “outsourcing experience”). For Optiv this means investing and delivering excellence at each customer touch point across its current organization of service delivery managers, security experts and technical experts both inside of MSS and within the larger Optiv. To address that need, Optiv created this new leadership position directly accountable for those intersections to deliver a truly differentiated customer experience. This person will have overall responsibility for creating that experience. This role is great for CISO or senior security leader looking to move into a revenue generating operation with a start up culture or a security services leader looking to solve one of the hardest challenges in security - how to scale it.

Position Overview:

Given our business model, where our customers pay us over time, Customer Success is absolutely vital to our long-term profitability and client retention. We will not be successful unless our customers are receiving massive value from our service. As such, we need an executive to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.). Responsible for driving continuous improvement and building teamwork and collaboration within Solution Delivery and PMO; proactively supports colleagues and builds collective knowledge, confidence and capability by participating in peer reviews, forums and initiatives that focus on sharing best practices and improving team efficiency, quality, consistency, culture, work / life balance. Work with the Executive Sponsor and Business lead to define the project scope and translate into defined Business Objectives and Program Goals.

PRIMARY DUTIES AND RESPONSIBILITIES

1. Business Operations & Financial Analysis – Ensure that MSS has the key performance metrics to measure and react across the business and through the portfolio of offerings.
2. Service & Technical Delivery Management – Own the client experience E2E, produce client satisfaction metrics and be MSS’ representative for the corporate wide Client Satisfaction Program.
3. Increase renewal rates and reduce churn/cancellations - Tactically and strategically support the Service Delivery Team in short term client issues, long term client satisfaction issues, measure client happiness/loyalty through improving contract renewals and reducing client cancellations.
4. Establish quality control procedures to ensure that all products/services moved into production, and any enhancements developed, have minimal or zero defects that could impact client delivery.
5. Define segmentation of customer base and varying strategies - Work with Marketing to define client profiles by offerings, align services (new and existing) to profiles and create targeted actions for sales teams.
6. Define and Optimize Customer Lifecycle - Map the customer journey, develop listening points in journey (e.g., usage, satisfaction, etc.), standardize interventions for each point in the journey
7. Employer of Choice – Happy Employees = Happy Clients – Work with peers and leaders in MSS to create workplace experience programs that enhance an associates work/life balance, experience, and career development.
8. Drive Customer Success Outcomes - Understand the business problem the customer is trying to solve and ensure Optiv MSS solves the customer actual problem; whether it is administrative or technical.
9. Enhance Effectiveness and Efficiency Through Technology - Be nimble with tools and solutions for modern technology companies and SaaS services
10. Communicate with Technical and Non-Technical customers around security - Understand security concepts and solutions to a deep enough level to communicate in a practical way with stakeholders and customers of various levels of security experience

SUPERVISORY RESPONSIBILITIES

• Service Delivery Management
• Business & Financial Operations
• Client/Employee Satisfaction
• Quality Control

QUALIFICATIONS

Education and Experience

• 10+ years experience in leading customer-facing (internal or external) organizations
• Ability to manage influence through persuasion, negotiation, and consensus building
• Strong empathy for customers AND passion for revenue and growth
• Firm belief that employee experience is critical to the success of our client’s experience
• Deep understanding of security concepts and solutions. Experience as a CISO or senior security leader a significant plus
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Relevant Bachelor’s degree; preference for computer science or related degree

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All your information will be kept confidential according to EEO guidelines.