Team Lead, Cyber Customer Success (Remote)

SEIZE THE OPPORTUNITY TO BE A PART OF SOMETHING GREAT!

Presidio is on the leading edge of a technology-driven movement to transform the way business is done, for our customers and our customers' customers. Joining Presidio means immersing yourself in a culture of self-starters, collaborators and innovators who make real, lasting change in the marketplace via cutting-edge technology and business solutions. At Presidio, we know that it's our people that make the connections happen.

WHY YOU SHOULD JOIN US? You will set your career on track for outstanding achievement with a company that knows no limits. Presidio is a leading a global digital services and solutions provider focused on Digital Infrastructure, Business Analytics, Cloud, Security & Emerging solutions.

THE ROLE: Team Lead

Job Summary:

As a Lead for our Cyber Customer Success Team, you will be well versed in customer success and customer experience management, with an understanding of Cybersecurity Consulting Services and Managed Security Services, business models. You understand the ins and outs of customer success organizations and what drives renewal, expansion, and customer value delivery. You know how to scale customer success capabilities in a digital, self-service manner and you're ready to apply your knowledge to help clients. You've led and managed customer success teams and transformation efforts previously and understand services and technology delivery.

Additionally, as the Lead for our Customer Success and Growth team, you will support ongoing partner relationships which may include onboarding, oversight of existing cybersecurity partners, and input into the QA/QC processes. You will be responsible for ensuring there is an extreme focus on our partners with best-of-class solutions and service providers to enable growth for our customer base. In this role, you will seek, own and manage relationships with leading cybersecurity service providers and firms. You will work directly with our product development, delivery, and sales teams to achieve goals and drive growth together.

Travel Requirements:

This position will be remotely based within the Continental United States with limited travel up to 5%.

Job Responsibilities:

• Establish relationships with client stakeholders and build long-term partnerships
• Provide overall value and relationship management to a portfolio of customers
• Manage customer expectations and demonstrates expertise and leadership
• Take an advocate role in receiving and managing customer escalations and service reviews
• Evaluate clients' current post-sales success and support offerings, identify gaps, provide recommendations and propose strategic solutions that address their unique needs and business goals
• Build and deliver tailored customer engagement experiences with weekly meetings, health checks, Quarterly Business Reviews, Annual Business Reviews, and Roadmap reviews.
• Understand and advise clients on how to effectively drive consumption, renewals, uplift, and cross-sell
• Ability to own, lead & improve the customer journey from onboarding, through implementation and post-launch consultations

Internal Operations:

• Engage appropriate internal resources as needed to address product and service scope, onboarding, and service enablement projects.
• Document voice of the customer feedback and route to the correct internal group(s) that can take action/resolve
• Champion product features on behalf of customers and participate in product discussions
• Collaborate with R&D, Development, and Product teams to funnel product feedback, feature requests, services requests, and enhancements in a closed feedback loop
• Identify opportunities and drive business development efforts to build the Presidio Consulting practice
• Work with and alongside internal services teams and the customer to establish critical goals and define success criteria

Shared Responsibilities:

• Serve as a key stakeholder and owner of cyber partner relationships
• Manage and coach team members
• Oversee and serve as a stakeholder in all service delivery QA/QC processes

Required Skills:

• Excellent oral and written communications skills, including mastery of writing and speaking to technical and non-technical audiences at customers
• Ability to effectively drive communications, enablement, conflict resolution, problem-solving, and project management
• Ability to continuously learn new technology and to keep pace with an ever-changing industry
• Working familiarity with Agile methodologies, project management, and best practices
• Ability to learn and persuasively articulate Presidio's value proposition to client senior executive teams
• You have an eye for process improvement
• A high degree of organization and attention to detail
• Strong analytical and problem-solving skills
• Expert understanding of Emotional Intelligence

Additional Desired Skills:

• Certifications and certificates for PMP, SCRUM Master, CCSMP, and ITIL Foundation Certification are a major plus (but not required)

Education and Experience:

• Bachelor's Degree or equivalent work experience and/or military experience
• 3+ years of experience in a Customer Success role managing a portfolio of accounts primarily in the small to mid-size market
• 4-5 years of management experience leading teams
• Previous security industry experience or demonstrated understanding of cyber security concepts and terminology

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ABOUT PRESIDIO

Presidio is committed to Diversity, Equity, and Inclusion at the highest levels and has strengthened its drive to build and drive systemic DEI change process across all levels of the organization. Cultivating a culture of inclusion where the expression of all our differences are valued, celebrated, and add to our collective achievements.

Presidio is a global digital services and solutions provider accelerating business transformation through secured technology modernization. Highly skilled teams of engineers and solutions architects with deep expertise across cloud, security, networking and modern data center infrastructure help customers acquire, deploy and operate technology that delivers impactful business outcomes. Presidio is a trusted strategic advisor with a flexible full life cycle model of professional, managed, and support and staffing services to help execute, secure, operationalize and maintain technology solutions. We serve as an extension of our clients' IT teams, providing deep expertise and letting them focus on their core business. Presidio operates in 40+ US offices and offices in Ireland, London, Singapore, and India.

For more information visit: http://presidio.com

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Presidio is an Equal Opportunity / Affirmative Action Employer / VEVRAA Federal Contractor. All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, sexual orientation, gender identification or any other characteristic protected by applicable federal, state and local statutes, regulations and ordinances.

To read more about discrimination protections under Federal Law, please visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf

If you have any difficulty using our online system and need an accommodation in the job application process due to a disability, please send an email to [email protected] for assistance.

Presidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings. State Employment Services, please provide priority referrals to [email protected].

RECRUITMENT AGENCIES PLEASE NOTE:

Agencies/3 Parties may not solicit to any employee of Presidio. Any candidate information received from any Agency/3 Party will be considered a gift and property of Presidio, unless the Agency/3 Party is an Authorized Vendor of Presidio with an up-to-date Presidio Contract in hand signed by Presidio Talent Acquisition. No payment will be made to any Agency/3 Party who is not an Authorized Vendor, nor has specific approval in writing from Presidio Talent Acquisition to engage in recruitment efforts for Presidio.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)