Client Success Manager

The Company

Every day, NuHarbor Security improves the cybersecurity of our clients by making it stronger and easier to understand.  Our comprehensive suite of security services, from strategic advising to 24-hour monitoring and management, provide an organizational view of security that is focused on results and recommendations that are valuable for both business and technical leaders.  We’re growing quickly because our clients, and the general market, are looking for these outcomes and for the data it gives them to explain, promote, and justify, their security investment and mission.

The Role

The Client Success Manager (“CSM”) leads client relationship management for NuHarbor Services clients. They are the orchestrator both internally and externally of the client experience, pulling in any respective Services team member or NuHarbor executive when appropriate. The Client Success Manager’s responsibility is to ensure a successful 
experience, drive NuHarbor service adoption, renewal, and growth.

What you’ll do

• Lives by the NuHarbor Values: Help Clients Win, Always Improve, Protect the House. 
• Drives successful outcomes, helping clients achieve maximum value from their NuHarbor investment resulting in long-term loyalty.
• Collaborates cross-functionally with key stakeholders to ensure alignment of client services throughout the client lifecycle.
• Understand all assigned client contracts and easily speak to what services the client has in order to provide strategic cybersecurity posture recommendations aligned to our services.
• Ensure renewals for existing clients are monitored and planned for as part of the sales cycle.
• Escalate potential client risks proactively per SLA timelines and/or client feedback.
• Work cross-functionally to expand our suite of services based on desired client outcomes.
• Within CRM, document client communications ensuring visibility and access across the internal client team.
• Translate and facilitate the client experience across all departments at NuHarbor.
• Lead and/or participate in client meetings as appropriate for their Services, aligning with technical teams and driving proactive preparation to provide exemplary client 
  experience with each touchpoint.
• Balance client requests and needs with service resources and capabilities to achieve mutual outcomes. 

Your foundation.  The requirements for this role:

• Bachelor's degree in business, Computer Science, Information Systems, or related field.
  • In lieu of a degree, we are open to proven success and a minimum of four years of experience.
• Five (5) + years’ experience working within the technology industry in a client facing role such as Client Success, Account Management, or Technical Sales Operations.
• Three (3) + years of experience in a client facing role within cybersecurity.
• Exceptional verbal and written communication skills and attention to detail.
• Proven experience communicating complex technical information to diverse stakeholders.
• Demonstrable experience delivering hospitality and a bias towards providing exemplary client experience.
• Proven ability to collaborate and build strong relationships with Clients especially at the Senior Leadership level.
• A Growth Mindset with the proven ability to solve problems that commonly arise in a fast growing and changing business and industry.
• Self-motivated and proactive with demonstrated creative and critical thinking capabilities.
• Proven experience utilizing CRM for client tracking, communication, and data analysis.
• Must be a citizen of the United States.

Additional capabilities that will differentiate you for this role:

• Ten (10) years or more experience in cybersecurity with a proven record of accomplishment in a variety of domains such as endpoint protection, intrusion 
  detection, application security, and secure networking. 
• Demonstrable success running governance of complex deployment and usage projects.
• Solid experience and knowledge in and/or with SLED and Public Sector businesses with a demonstrated understanding of these business models.
• Experience working with Microsoft products such as Sentinel, Defender, Purview. 
• Working knowledge of Microsoft programs such as ECIF and FastTrack
• Experience working with SentinelOne products

The Rewards

What you can expect:

• The engagement and support of company leadership who recognize the challenge of marketing a complex cybersecurity service in a chaotic market.
• An organization that recognizes and rewards employee commitment and contribution to our customers’ satisfaction and success
• Growth in your career and capabilities as you help to chart a path to improving customer interactivity and service adoption.
• A collaborative and driven working environment in a rapidly growing company and market
• A fun and social working environment where you are encouraged to be your true self.

You can also expect competitive salary and benefits, including paid time to give back in your community and generous PTO.

We are purpose driven. We, as an organization, above anything else protect the house first and then help our customers win.  If this sounds like the kind of organization you’d like to be a part of, we‘d like to hear from you.

AAP/EEO Statement

The Equal Employment Opportunity Policy of NuHarbor Security is to provide a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status or disability. NuHarbor Security hires and promotes individuals solely based on their qualifications for the job to be filled.

NuHarbor Security believes that employees should be provided with a working environment which enables each associate to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, religion, national origin, gender, sexual orientation, age, marital status, or disability.  We expect and require the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere.