Client Success Manager Level III

Summary

Join BlueVoyant's Client Success Team as a Level III Client Success Manager! This remote position, preferably on the US East Coast, requires US citizenship. You will be the primary point of contact for clients, advocating for their needs internally and ensuring they maximize the value of our cybersecurity platform. Responsibilities include managing communications, driving customer adoption, and contributing to retention and growth. This role demands extensive experience in client services, IT, and cybersecurity, along with superior communication and organizational skills. BlueVoyant offers a dynamic environment and opportunities to work with executive leadership and contribute to service improvement.

Requirements

• 7+ years of client services, IT and cyber security background
• Extensive experience managing large, complex accounts with multiple LOB’s and stakeholders
• Ability to operate independently with minimal support from leadership
• Ability 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
• Ability to promote team culture by independently demonstrating abilities that solve organizational problems and drive efficiencies within CS
• Ability to define, create, execute service improvement plans
• Ability to provide advanced feedback and technical requirements for process maturity
• Ability to create, adhere to, and help influence standard organizational systems
• Ability to organize and conduct speaking engagements to internal BV groups with minimal oversite from leadership
• US Citizenship

Responsibilities

• Serve as the primary point of contact for all customer requests, needs, correspondence, escalations, etc
• Be the primary advocate within internal BV stakeholder groups to drive tangible outcomes
• Manage customer communications internally with respective BV Teams
• Coordinate all customer interactions (regular cadence, working sessions, escalation calls, etc.) both with the customer and internal BV Teams
• Oversee the transition from deployment to Steady State and establish cadence/operating rhythm for new customers
• Drive customer adoption/engagement of current and additional services provided from BV
• Aid in driving retention conversations to ensure customers are on target for contract renewals
• Aid in discussions related to potential customer churn (Playbooks, Churn War Room, etc.)
• Work closely with Sales Counterpart to position, educate, and drive potential growth opportunities for additional BV Service offerings
• Work directly with BlueVoyant Executive Leadership Team to strategically align and coordinate support for BlueVoyant’s largest accounts
• Create, organize, and shepherd customer value discussions with the customer quarterly
• Communicate BV product/service landscape and effectively move from one team to another to obtain answers and resolve issues
• Articulate BV’s offerings, benefits, SOPs and deliverables without hesitation
• Demonstrate an advanced understanding of assigned BV Specific Product sets

Preferred Qualifications

Remote location in the United States East Coast