Customer Success Manager

The Customer Success Manager at GuidePoint Security will serve as a primary advocate for North Central 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 North Central 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.