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Customer Success Manager

2 months ago

Salt Lake City, United States Legato Security Full time
Who We Are

Legato Security is an information security firm founded upon the belief that every organization has the right to keep its data private and secure. Our mission is to build close partnerships with our clients, serving them not as just a vendor, but as trusted advisors helping to build effective, proactive plans. Our focus is always on both the technical and human elements within an organization. We believe in comprehensive strategies designed to harden networks, deflect attackers, and rapidly recover from any accidents. As technology progresses, so do our tactics, ensuring our experts are always prepared to serve forward-looking leaders eager to stay ahead of emerging threats.

Position Overview

As the Customer Success Manager, you will be responsible for maintaining and growing client relationships: communicating with clients regarding technical project completion, performing check-ins, preparing and presenting client metrics and reports, and facilitating renewals. You will ensure the client experience is a positive one, working directly with clients and de-escalating situations if necessary. Relationship management and customer support experience are required. You would have the potential to excel and grow the company's overall customer success program. The CSM has the opportunity to work with multiple teams, including Security Operations, Sales, Risk and Compliance, Implementation, and leadership. This role is an opportunity to join a fast-growing startup, with room to advance as the company and the department continues to scale.

Specific Job Responsibilities
  • Maintain a full schedule of client updates, renewal discussions, and project updates.
  • Perform proactive client outreach to inform clients of potential problems, product updates, or new service offerings
  • Maintain a positive and collaborative relationship with customers
  • Act as liaison between SOC staff and customers
  • Maintain an advanced knowledge and proficiency of all Legato Security product and service offering for software resale, managed security services, and professional services engagements
  • Maintain current knowledge of threats, attack methods, and security technologies through ongoing training and education.
  • Provide technical support and troubleshooting when needed regarding existing or new security tools and solutions
  • Monitor, analyze, and interpret security/system logs for events, operational irregularities, and potential incidents for recommendations to customers
  • Ensure project deadlines are met by working with technical staff and address delays or project changes
  • Write technical reports for assessments, best practice recommendations, or other required project deliverables with input from the technical staff
  • Write proposals, statements of work, and solutions alignments documents for prospective clients or for additions to current services
  • Ensure that customer's security requirements are met
  • Interface with architects, engineers, and analysts to explain client requests and align needed solutions
  • Gather requirements for service developments and enhancements based on customer requests
  • Travel to Prospects and Customers for on-site meetings as needed
  • Develop progress reports, Client Delivery Reports, and quarterly review data for presentation to customers on a regular basis
  • Interact closely with Channel Partners in support of joint-customer initiatives
Qualifications

Required Qualifications:
  • Bachelor's degree or comparable industry experience in technology, project management, or business
  • Must have excellent written and verbal communication skills. Technical writing skills are highly desirable
  • Understanding of IT infrastructure, information security, and compliance controls highly desirable
  • Proven experience with leading client meetings
  • Proven experience with preparing client reports
  • Comfortable interacting with clients as well as all levels of internal staff members
  • Excellent organizational skills are required
  • Experience working for an MSSP is preferred
Perks
  • Start-up company in a growth phase with opportunity for advancement based on performance
  • Start-up culture with an office in downtown Salt Lake City, UT
  • Competitive medical and dental benefits for employee and family members
  • Other company-provided benefits such as short-term disability, basic life insurance, children's orthodontia, with additional voluntary benefits available, and 401K match
  • Flexible Paid Time Off policy
  • Professional Development opportunities specific to role

Embark on a journey where your skills are valued, your growth is fostered, and your voice is heard. At Legato Security, we understand that diversity is the key to innovation. Our hiring process is designed to provide a transparent, consistent, and uniform experience for all applicants, mitigating unconscious bias every step of the way. We foster a culture of belonging, where each team member is an integral part of the Legato family.

Legato Security is an equal opportunity employer.