Manager, Intelligence Services - (Customer Success)

Manager, Intelligence Services (NA)

The Manager position is for our Enterprise Consulting team in North America, responsible for driving technical implementation and customer success activities with our enterprise clients. 

Recorded Future’s Intelligence Services mission is to partner with our clients to deliver successful security outcomes and business value from our solutions and services. Your days will be spent coaching a team of Consultants and working closely with our clients to ensure that they are effectively using our intelligence cloud and services to positively impact a range of security functions including security operations, incident response, threat research, vulnerability management, risk, and geopolitical / physical threat teams. 

Job Responsibilities

• Accountable for delivering team renewal and upsell goals. The primary focus is on maximizing the value that we’re bringing to your team’s clients.
• Responsible for ensuring, achieving, and reporting account health, flagging and escalating at-risk accounts, and overseeing the development and execution of success plans.
• Identifying areas for improvement around operational processes, client engagements, and product functionality - and then delivering improvements.
• Responsible for hiring and managing a team of IntServ Consultants to support regional clients, prioritizing work and overseeing operations.
• Managing the professional development and training plans of your team members, regularly having 1:1s, providing positive and constructive feedback, and conducting reviews and annual appraisals for the team. 
• Primary escalation point for technical solutions and customer problems, filling in scheduling/participation gaps and ensuring appropriate participation in critical meetings and sensitive scenarios.
• Coaching the team on how to most effectively use Recorded Future across use cases, and manage development, evolution, and alignment of your team’s skills and experience.
• Point person for communication with other team leaders and managers.
• Partnering with Sales leadership to understand business priorities and requirements, and manage the technical requirements for growth of business with existing clients. 
• Working closely with functional areas (including ops, training, product, professional services, data science, and marketing) to ensure that projects are appropriately prioritized and delivered.

Qualifications

• 3+ years of Experience managing and developing a team of motivated and high-performing individuals.
• Extensive experience as a security professional with threat intelligence and other information security experience required. 
• Experience working in a consultative or customer success role directly with clients.
• Proven ability to troubleshoot challenging technical concerns and find best-fit solutions.
• Demonstrated experience speaking technically with analysts and strategically with senior executives. 
• Up to 30% travel required.