Senior Consultant - Client Success

Job Purpose

Senior Consultant - Client Success within Cyber Resilience is focused on ensuring that the experience CPX promised the customer is delivered to the highest standard outlined in their contract. This role is critical to ensure CPX understands the business and technical objectives of the customer stakeholders and how these objectives are delivered through the lifecycle of the CPX commitment to this customer while ensuring proper contract management, identifying growth opportunities with the existing contract and working with the sales and business development for opportunity expansion.

Job Responsibilities

Key Focus Areas

Key Activities

Key Responsibilities:

• Responsible for tracking and maintaining customer satisfaction, service level performance, and financial performance
• Advocate for the customer with sales and delivery
• Responsible for the preparation and delivery of customer service and Business Reviews
• Facilitate the Renewals motion with the Customer in partnership with Sales and Business Development
• Oversee the quality of delivery of managed SOC services to CPX clients.
• General oversight of the customer success promise involved in the delivery process focused on onboarding new clients.
• Establish or refine service delivery processes.
• Assist and support in the general oversight of fiscal responsibility to ensure efficient and cost-effective delivery processes.
• Oversee the project, scope, high-level delivery, and implementation plans, including business change management, costs, quality, risk mitigation, and issue resolution.
• Track dependencies, address specific business requirements, and carry out systems integration, deployment, and re-engineering as required.
• Always update weekly and monthly dashboards for services and projects.
• Ensure SLA compliance with the client by establishing underpinning contracts with suppliers and OLAs with internal departments with periodical reviews to comply and align with business plans.
• Assist in guaranteeing that technology service providers provide efficient delivery of hardware and software services.
• Assist in keeping IT strategy aligned with changing business needs, prioritizing initiatives, operations, and related processes, coordinating the deployment of requisite technologies to align with business/user requirements
• Reduce costs and streamline processes without adversely impacting the client experience, such as eliminating unnecessary steps and non-value-added features.
• Perform Quality Assurance tasks.
• Manage established policies to ensure consistently high service performance, monitor employees, and evaluate customer feedback to develop quality improvement processes.
• Manage complaints or feedback on a particular work team and/or share those comments with managers and staff involved.
• Manage established policies to ensure consistently high service performance, monitor employees, and evaluate customer feedback to develop quality improvement processes.
• Responsible for selected contract deliverables meeting their goals and objectives. The Client Success Manager Associate supports the process to ensure that all service departments and employees are accountable for carrying out all required processes and tasks.
  
  

AOR (Any Other Responsibilities)

• Any other responsibilities as required by the Line Manager
  
  

Job Specifications

Skills/Certifications (Technical & Non-Technical)

• Exceptional planning and organization skills.
• Ability to handle high levels of stress.
• Strong people management skills.
• Good communication/interpersonal skills, with the ability to influence decision-making.
• Resilient, able to work effectively under pressure, manage a diverse and competing workload, ensuring deadlines are met.
  
  

CERTIFICATIONS:

• CompTIA Security+
• ITIL
• CCSK
• Scrum Master / PMP
  
  

Minimum Work Experience

• Cross-Team collaboration and influence: work across internal and external teams of all levels to proactively inspire technical implementation decisions and work towards a common goal
• Effective communication: deliver complex information in a confident and convincing manner, appropriate to the audience, that produces clarity and impact
• Customer relationship management: proactively understand customer needs and align architectural and vertical expertise to cross-functional teams to drive alignment on decisions that enhance customer value
• Technical expertise: deep technical knowledge of delivery processes and service portfolio with the ability to understand and connect customer use cases/plans with Cyber resilience solutions and how solutions can be optimally applied in a customer’s environment and accelerate customer value.
• Business acumen – display a clear understanding of the customer’s high-level business landscape, including key strategic priorities, processes, and competitive landscape
• 4 years’ experience in CSM field desired
• Up to 6 years of prior experience in Cyber Security
  
  

Education

• Bachelor of Business, Systems Engineering or Computer Science.