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Senior Client Success Advisor

2 months ago

New York, New York, United States Drawbridge Partners Full time
Job Overview

Position: Senior Client Success Advisor

As a pivotal member of the Client Success team at Drawbridge Partners, you will play a crucial role in fostering and maintaining robust relationships with our clients, their IT teams, and associated third-party partners. This position offers an opportunity to deepen your understanding of our business processes, service deliverables, and the intricacies of cybersecurity risk management.

Key Responsibilities:

  • Act as the primary liaison for Drawbridge clients, ensuring their needs are met with excellence.
  • Facilitate initial meetings and develop success strategies for onboarding new clients.
  • Implement and monitor success strategies to enhance client satisfaction.
  • Introduce clients to new platform offerings and ensure they are well-informed about our services.
  • Collaborate closely with the Account Management team to promote positive client engagement.
  • Oversee post-delivery client satisfaction assessments.
  • Engage clients through our tech-enabled platform, showcasing innovative tools and features.
  • Work alongside fellow Client Success professionals to establish best practices and relay client feedback to the product development team.
  • Assist in managing client projects, gaining skills to lead initiatives effectively.
  • Customize project management approaches to streamline processes and enhance efficiency.
  • Identify and address risks and vulnerabilities for clients and service providers.
  • Conduct thorough risk analyses, assessments, and security audits utilizing both internal and external tools.
  • Demonstrate a comprehensive understanding of business processes, internal controls, and risk management standards.
  • Interpret controls and provide actionable recommendations for risk mitigation.
  • Learn and apply relevant regulatory frameworks and compliance guidelines for cybersecurity.
  • Ensure timely completion of projects and maintain regular communication with clients regarding project status.
  • Conduct periodic check-ins with clients to ensure service quality aligns with expectations.
  • Maintain accurate internal records and project updates.
  • Build and sustain relationships with clients, IT providers, and other service partners.

Project Duties:

  • Prepare detailed reports analyzing the strengths and gaps in clients' cybersecurity programs.
  • Lead risk assessment discussions with clients and their IT teams to gather insights on security controls.
  • Conduct due diligence on service providers, ensuring compliance with security standards.
  • Organize and facilitate training sessions for clients, tracking attendance and outcomes.
  • Conduct incident response tabletop exercises and prepare comprehensive summaries of findings.

Compensation: Competitive salary range of $75,000-$95,000.

Qualifications:

  • Bachelor's Degree in Business, Finance, or a related field.
  • 6-10 years of experience in a client-facing or support role.
  • Proficiency in Microsoft Office Suite and CRM software, including Salesforce Service Cloud.
  • Experience with ticketing systems such as Jira or ConnectWise.
  • Strong communication skills, both written and verbal.
  • Exceptional organizational abilities and attention to detail.
  • Familiarity with security standards and frameworks (NIST, CIS, COBIT, etc.) is advantageous.
  • Certifications such as CRISC, CISA, CISSP, or Security+ are a plus.
  • Knowledge of IT infrastructure, cloud technology, and incident response strategies.

About Drawbridge Partners: Drawbridge Partners is a leading provider of cybersecurity software and advisory solutions tailored for the asset management sector. Our innovative platform empowers firms to effectively manage their governance, risk, and compliance (GRC) needs while addressing complex cyber threats. We pride ourselves on delivering exceptional service and support to over 1,000 clients, helping them navigate vulnerabilities and achieve their business objectives.