Client Experience Manager

OPPORTUNITY OVERVIEW

IDX, a ZeroFox company, seeks dynamic individual to fill the role of Client Experience Manager. In this multifaceted position, you will be responsible for building and maintaining strong post-sales relationships with a diverse range of clients across the breach notification industry. Additionally, you will provide essential support to our Project Management team, ensuring efficient operations and exceptional client service in a fast-paced environment. This includes handling project administration duties, managing client and internal reporting, assisting with escalation management, and ensuring efficient operation of systems and processes.

As a Client Experience Manager, you will work closely with Breach Response Project Managers to ensure successful and time-sensitive project planning, implementation, and reporting on contracted breach response services. Your primary responsibility will be to provide essential support in implementing breach response programs with clients, leveraging your expertise in data breach and identity theft concepts, practices, and procedures. This role demands sound judgment, discretion, and a commitment to professionalism as you collaborate with the Sales team to address client issues effectively and efficiently.

If you are a proactive individual with a passion for client success and project support, we encourage you to apply for this exciting opportunity. Join us in driving client satisfaction and operational excellence in a dynamic and rewarding environment.

Role and responsibilities

• Partner effectively with clients and internal stakeholders on projects of varying sizes to ensure their success with our products and services.
• Deliver consistent, high-quality engagement to clients, serving as a trusted advisor and support contact.
• Track and report post launch project status to internal and external stakeholders.
• Provide project reporting to internal and external stakeholders.
• Coordinate project activities on multiple projects simultaneously
• Collaborate with internal teams to streamline client experiences and drive operational enhancements.
• Attend call reviews and manage escalations.
• Act as a liaison with our vendors for project set up, monitoring, and client requests.
• Collaborate with internal teams to streamline client experiences and drive operational enhancements.
• Approve vendor invoices and obtain vendor estimates and compare them to pricing model estimates.
• Perform other duties as assigned

Required qualifications and skills

• Experience working in a client / customer service environment, typically obtained in 2+ years.
• Strong organizational and time management skills.
• Excellent verbal and written communication skills.
• Client service orientation with a belief in teamwork and collaboration.
• Demonstrated success in driving client satisfaction and retention in a high volume, fast-paced environment.
• Skilled in Microsoft Excel, Salesforce account data management, file transfer applications.
• Ability to maintain flexible working hours, at times requiring evening, weekend, or distance work in support of regulated deadlines.
• Willingness to continually upgrade knowledge and understanding of the breach management and privacy practices.

Desired qualifications and skills

• Bachelor's degree in relevant fields
• Past experience in a client-based services environment, including project coordination responsibility for service engagements

Benefits

• Competitive compensation
• Community-driven culture with employee events
• Generous time off 
• Comprehensive health benefits & 401(k) plan
• Fun, modern workplace
• Respectful and nourishing work environment, where every opinion is heard and everyone is encouraged to be an active part of the organizational culture

Interested?

• Ready to apply? Visit us at https://www.zerofox.com/careers to find out more and join the best team in the security industry.
• Not ready to apply? Email careers_at_zerofox_dot_com to speak with a member of the team!

Other

• This position may entail up to 10% travel
• This role is based out of our office in Beaverton, OR.
• This role requires occasional work on nights and weekends as needed.

ABOUT ZEROFOX

ZeroFox is on a mission to make the internet safer for all. Innovation is at our core – we are relentless in the pursuit of finding new ways to disrupt external cyber threats on the surface, deep, and dark web. ZeroFox offers the only unified cybersecurity platform combining advanced AI analytics, digital risk and privacy protection, full-spectrum threat intelligence, and a robust portfolio of breach, incident and takedown response capabilities to protect customers from growing threats across the external attack surface. It’s a great time to join us in the Fox Den – with fresh private equity funding, expanding investments in AI, a people-first culture, and centers of excellence around the world, we’re growing like never before. If you’re looking for a mission-oriented, customer-focused, collaborative team and ready to take the fight to the adversary, apply to join us in the Den today.

Equal Opportunity, Diversity & Inclusion

We aim to build a team that represents a variety of backgrounds, perspectives, and skills. We embrace inclusion and ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, military or veteran status, or any other personal characteristic.