Customer Success Manager (Mid-Atlantic)
GuidePoint Security provides trusted cybersecurity expertise, solutions and services that help organizations make better decisions and minimize risk. By taking a three-tiered, holistic approach for evaluating security posture and ecosystems, GuidePoint enables some of the nation’s top organizations, such as Fortune 500 companies and U.S. government agencies, to identify threats, optimize resources and integrate best-fit solutions that mitigate risk.
The Customer Success Manager at GuidePoint Security will serve as a primary advocate for Mid-Atlantic commercial customer relations and services engagements, coordinate with project management, and oversee professional services engagements and programs. The position will provide senior customer success management oversight for GuidePoint’s largest professional services customers (e.g. 10-20 accounts) and will interface with relevant GuidePoint personnel and customer stakeholders on a daily basis. Perhaps most importantly, the customer success manager will be charged with providing a critical overlay between GuidePoint’s account executives, delivery engineers, consultants, project managers, and multiple levels of client leadership for the betterment of deliver and customer experience.
The ideal candidate will serve as a “player / coach” to advance this function from within GuidePoint via creativity, execution, and past experience, while also laying a foundation for growth, management, and expansion of this function within the Mid-Atlantic Region.
Roles and Responsibilities:
- Support elite/strategic accounts, this includes but not limited to:
- Professional Service Engagement management.
- Produce executive-level metrics, reporting, and manage SLAs.
- Support Large Scale Security Projects and be able to speak to the project at all levels of organization (network, dev/ops, database administrators, server team, storage, cloud, etc) and not just the security stakeholders to drive progress and reputation for GuidePoint.
- Manage MSSP Partner Relationships as well as support GuidePoint Managed Service as a customer advocate to ensure as well as monitor for performance, efficiency, and operations.
- Interface regularly with Project Managers, Account Executives, Sales Operations, and delivery teams to capture relevant client details and intelligence.
- Advise account team on customer roadmap items and opportunities within the account and help drive sales and adoption of GuidePoint services.
- Adhere to GuidePoint Security Core Values.
- Other duties as assigned.
Required Experience:
- Bachelor’s degree preferred.
- Proficient with Microsoft Office/Microsoft Project/Atlassian Jira/Atlassian Confluence
- Prior Experience running / developing / executing Customer Success Programs for Professional Service firms and/or Vendors within the cybersecurity or Information Technology domain(s).
- Demonstrated knowledge of commercial / vendor program management
- Demonstrated exceptional leadership, communication, time management, facilitation, and organizational skills.
Travel Requirements:
- Up to 10% on-site travel required.
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Why GuidePoint?
GuidePoint Security is a rapidly growing, profitable, privately-held value added reseller that focuses exclusively on Information Security. Since its inception in 2011, GuidePoint has grown to over 1,200 employees, established strategic partnerships with leading security vendors, and serves as a trusted advisor to more than 6,200 customers.
Firmly-defined core values drive all aspects of the business, which have been paramount to the company’s success and establishment of an enjoyable workplace atmosphere. At GuidePoint, your colleagues are knowledgeable, skilled, and experienced and will seek to collaborate and provide mentorship and guidance at every opportunity.
This is a unique and rare opportunity to grow your career along with one of the fastest growing companies in the nation.
Some added perks….
- Remote workforce primarily (U.S. based only, some travel may be required for certain positions, working on-site may be required for Federal positions)
- Group Medical Insurance options: Zero Deductible PPO Plan (GuidePoint pays 90% of the premium for employees and 70% for family plans (spouse/children/family) or High Deductible Health Plan with HSA (GuidePoint pays 100% of the employees premiums and 75% for family plans (spouse/children/family). If you choose the High Deductible / HSA plan, GPS will contribute in 4 equal quarterly installments: ($850 per EE annually / $1750 per family annually (includes spouse/children/family options)
- Group Dental Insurance: GuidePoint pays 100% of the premium for employees and 75% of family plans
- 12 corporate holidays and a Flexible Time Off (FTO) program
- Healthy mobile phone and home internet allowance
- Eligibility for retirement plan after 2 months at open enrollment
- Pet Benefit Option