Client Success Manager III

Summary

Join BlueVoyant as a Client Success Manager III and play a crucial role in ensuring client success and satisfaction. You will serve as the primary point of contact for customer requests, manage communications, and oversee the transition from deployment to steady state for new customers. Drive customer adoption of services, aid in retention conversations, and identify risks related to potential churn. Collaborate with sales and executive leadership to identify growth opportunities and strategically align support for large accounts. Create and lead customer value discussions, effectively communicate BlueVoyant's offerings, and contribute to service improvement plans. This role requires a strong cybersecurity background and experience managing complex accounts.

Requirements

• 5+ years of client services, IT and cyber security background
• Extensive experience managing large, complex accounts with multiple LOB’s and stakeholders
• Able to operate independently with minimal support from leadership
• Able to identify the buying landscape within customer environments and maintain relationships with critical decision makers
• Superior organizational skills and ability to adapt to quickly evolving environments
• Excellent written and verbal communication skills
• Promotes team culture by independently demonstrating abilities that solve organizational problems and drive efficiencies within CS
• Able to define, create, execute service improvement plans
• Ability to provide advanced feedback and technical requirements for process maturity
• Can create, adhere to, and help influence standard organizational systems
• Can organize and conduct speaking engagements to internal BV groups with minimal oversite from leadership

Responsibilities

• Serves as the primary point of contact for all customer requests, needs, correspondence, escalations, etc
• Primary advocate within internal BV stakeholder groups to drive tangible outcomes
• Responsible for managing customer communications internally with respective BV Teams
• Responsible for the coordination of all customer interactions (regular cadence, working sessions, escalation calls, etc.) both with the customer and internal BV Teams
• Oversees the transition from deployment to Steady State and establishes cadence/operating rhythm for new customers
• Drives customer adoption/engagement of current and additional services provided from BV
• Aids in driving retention conversations to ensure customers are on target for contract renewals
• Aids in risk identification and mitigation related to potential customer churn (Playbooks, Churn War Room, etc.)
• Works closely with Sales Counterpart to position, educate, and drive potential growth opportunities for additional BV Service offerings
• Works directly with BlueVoyant Executive Leadership Team to strategically align and coordinate support for BlueVoyant’s largest accounts
• Creates, organizes, and shepherds customer value discussions with the customer quarterly
• Able to communicate BV product/service landscape and can effectively move from one team to another to obtain answers and resolve issues
• Able to articulate BV’s offerings, benefits, SOPs and deliverables without hesitation
• Advanced understanding of assigned BV Specific Product sets

Preferred Qualifications

• 5-7 years of hands-on client relationship management experience with a focus in Managed Security Services or Technology
• Consulting experience working with Big 4 and top national firms
• Security +, Network +, CISSP, and other relevant certifications preferred