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Customer Success Manager

Fortress Information Security

Posted on: 15 Mar 2024

Job Location: Orlando, US

Job Description:

Customer Success - Customer Success Manager What you can expect as a Customer Success Manager at Fortress: The Customer Success Managerwill act as a primary liaison between Fortress and its clients, ensuring timely delivery of work assignments, deadlines, and objectives in line with established service level agreements (SLAs). They will build strategic, advisory relationships with customers, ensuring they continue to find value in Fortress's products and services while keeping track of and fulfilling all open commitments. The candidate will also nurture customer relationships to promote product adoption, ensure retention, and contribute to long-term success. Problem-solving with various stakeholders, escalating issues, analyzing data, and driving organizational improvements are key parts of this role. Additionally, they will spearhead strategic initiatives, manage revenue and capacity forecasting, oversee the Quarterly Business Review process, and handle metrics reporting for their clients as outlined by senior leadership, alongside performing other assigned duties. Responsibilities include: Represent Fortress as the key point of contact to our clients. Consistently deliver on assigned workload, commitments, deadlines, and objectives while following established service level agreements (SLA) in scope and leveraging appropriate tools, methods, frameworks, and professional standards. Establish a trusted and strategic advisory relationship with each assigned customer and drive continued value of our products and services by ensuring all open commitments are tracked, communicated, and delivered. Foster relationships with assigned customers through increasing adoption, ensuring retention and long-term customer success. Engage multiple stakeholders to problem solve, escalate issues, extract and analyze data, and drive continuous improvements for your clients and the organization. Own key strategic initiatives as assigned, ensuring progress is tracked and reported upon, and delivery dates are met. Own the upsell strategy for your assigned customers. Own the forecasting of revenue and capacity for your clients. Own the Quarterly Business Review process for our clients. Own the metrics reporting for your clients as defined with senior leadership. Other duties as assigned. Minimum Qualifications: 5+ years of experience operating within the utility or other highly regulated industry. 5+ years of proven working experience in operational risk management, information security, cyber security, IT (Information Technology) Audit, crisis management, security standards/ assessments, or risk management. 3+ years of professional experience in client or vendor facing roles with a focus in relationship management and negotiation skills. Passion for driving customer success and measurable outcomes. Attention to detail, sound judgement, logical thinking, and proven ability to drive tasks to completion, meet deadlines in a fast-paced environment, and adapt to changing business environment with minimal supervision. Experience in a customer/client-facing environment delivering products, providing presentations, and running client status meetings. Solid understanding of risk management concepts, particularly related to third party risk management, information security, IT general controls, and basic audit terminology and concepts. Experience managing a team of teams. Ability to effectively manage multiple tasks simultaneously. Understanding of compliance, fraud, and risk mitigation frameworks; NIST (National Institute of Standards and Technology), ISO (Independent System Operators), NERC (North American Electric Reliability Corporation) CIP (Critical Infrastructure Protection). Preferred Experience: Experience in account management, sales, marketing, buying, customer service, or consulting Proven experience effectively prioritizing schedule and flexing workload to meet tight deadlines and challenging work objectives. Education: Bachelor's degree Preferred Licensing/Certifications: Certification in security or risk management (CTPRP, CRISC, CISA, CISSP) Employee Benefits: Remote and Hybrid working environment Competitive pay structure Medical, dental, vision plans with employees covered up to 90% with highly progressive options for dependents and families Company paid life, short- and long-term disability insurance Employee Assistance Program 401(k)match Paid time off and holiday pay Access to thousands of Learning & Development courses that range from mental health and wellbeing, stress, and time management to an array of technical and business-related courses Employment Perks: We provide each employee with professional growth opportunities through succession planning, up-skilling, and certifications Tuition and certification reimbursement Employee Referral Programs Company Sponsored Events Fortress is proud to be an Equal Opportunity Employer. All employees and applicants will receive consideration for employment without regard to age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law. Fortress Information Security takes part in the E-Verify process for all new hires. For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will have to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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