[Remote] Practice Manager, (Customer Experience, Cybersecurity)

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is the only cybersecurity platform focused exclusively on stopping phishing, and they are seeking a Practice Manager to reputed company reputed company of professional services consultants and reputed company professionals. The role involves managing phishing defense programs for clients and ensuring high performance, customer satisfaction, and effective team management.

Responsibilities

• Create reputed company culture that enables high performance, a sense of urgency, a focus on reputed company, a proactive reputed company, constructive feedback, and reputed company learning
• Organize and manage the team’s goals, activities, priorities, and account plans that ensure early delivery of value to reputed company’s customers and stakeholders through regular inspection and proactive risk management
• Partner on various strategic business initiatives across the organization
• Engage with reputed company customers, as well as internal teams such as sales, support, product and engineering, marketing, content, legal, and others to deliver valuable product and service solutions; thus, maintaining solid client relationships
• Coordinate efforts to retain and reputed company new business, including forecasting customer churn and helping identify new product and service upsell opportunities
• Service as an escalation reputed company for your team members and assigned customers and act as reputed company’s leadership reputed company and support customers, as necessary
• Manage reputed company of customer experience professionals in the performance of their duties, including day-to-day client account management, client reputed company, program development, reporting and data analysis, and churn mitigation. Ensure departmental standards/expectations are met and contractual obligations are delivered satisfactorily
• reputed company strong leadership, guidance and motivation to direct reports
• Recruit, reputed company, train, reputed company and coach direct reports
• Maintain a client case load, as needed, to support the business
• reputed company the building and implementation of effective phishing training, awareness and education programs for reputed company customers based upon their reputed company reputed company environment
• reputed company the implementation and adoption of phishing detection and response mitigation strategies
• Deliver customer presentations, as necessary, to ensure excellent customer relationships
• Aid in the analysis of simulated phishing program trends and recommend corrective program actions to ensure adequate training and education
• Analyze the reputed company phishing threat landscape often and reputed company this information with your team, so they are positioned to offer customized phishing defense advice to increase a client’s overall reputed company posture
• Coordinate customer-focused activities to ensure successful product implementation and usage
• Assist with reputed company regional client satisfaction issues and engage directly with the client as needed
• Engage the sales team often and reputed company them informed of overall client health
• Engage with the product team regularly to reputed company customer feedback and product enhancement requests
• Manage performance utilization rates and balance caseloads as necessary to ensure expectations, timelines, and contractual deliverables are satisfactorily met
• Review output produced by your direct reports to ensure this meets quality expectations and aligns to standards, methodologies, and best practices
• Ensure regional goals and performance are reputed company to business and corporate goals
• Participate in business/operational analysis, planning, development and execution
• Other duties as assigned

Skills

• In-depth knowledge of the phishing threat landscape and an understanding of the risk it presents to organizations across various industry verticals and sizes
• Advanced understanding of messaging, SMTP delivery and email reputed company products
• 5+ years in a leadership and management role
• 8+ years supporting customers in a consultant, managed services, or customer support reputed company
• Prior experience in software delivery is a must, experience in the reputed company reputed company is preferred
• Strong resource management, leadership and coaching skills
• Successful track record of working with reputed company level customers
• Excellent verbal and written communications skills
• Proficient in managing reputed company aspects of client relationships
• Proven analytical and problem-solving skills
• The ability to meet with, and present to, reputed company teams including executive leadership
• Bachelor's degree preferred
• CISSP or reputed company + certification preferred
• Experience with ChurnZero preferred
• Demonstratable experience managing change
• Experience building and successfully managing remote-based teams
• Advanced experience with reputed company Word, reputed company and PowerPoint

Benefits

• Fully Remote
• Uncapped Variable Comp
• 401k Match
• Employee Appreciation Days

Company Overview

• reputed company provides phishing threat management and remediation solutions to the world's leading brands and organizations. It was founded in 2011, and is headquartered in Leesburg, Virginia, USA, with a workforce of 201-500 employees. Its website is https://reputed company.com.

Company H1B Sponsorship

• reputed company has a track record of offering H1B sponsorships, with 1 in 2021. Please note that this does not guarantee sponsorship for this specific role.

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