Customer Success Manager - Remote

GuidePoint Security provides trusted cybersecurity expertise, solutions and services that help organizations make better decisions and minimize risk. By taking a three-tiered, holistic approach for evaluating security posture and ecosystems, GuidePoint enables some of the nation’s top organizations, such as Fortune 500 companies and U.S. government agencies, to identify threats, optimize resources and integrate best-fit solutions that mitigate risk.

GuidePoint Security is growing! We are hiring a Customer Success Manager to join our IAM PAM Managed Services team on a full-time basis for a remote role, The Customer Success Manager will function as the main point of contact to our clients for services delivered by GuidePoint Security Identity Managed Service practice.  The CSM will be accountable for service delivery performance, meeting customer expectations, and process and operational excellence and improvements, while driving future demand with your client base. This role is heavily focused on customer interaction and operational excellence.

 

Roles and Responsibilities:

• Serve as a liaison between GuidePoint Security Identity Managed Services team and our clients, conducting routine cadences for the client, and lead weekly, monthly, and quarterly meetings.
• Ensure service level agreements (SLAs) and key metric indicators (KPIs) are met and reported on.
• Conduct daily checks on tickets to ensure tickets are being worked and updated. Handle escalated service issues and incidents, working closely with clients and GuidePoint Security team members to resolve conflicts and ensure timely resolution.
• Provide ongoing monitoring of service performance metrics, analyze data, and implement improvements to optimize service delivery and enhance customer satisfaction.
• Ensure the team follows established procedures and stays in scope for services defined in the Statement of Work.
• Assist with development of Standard Operating Procedures (SOPs) that need to be created and/or revised.
• Develop and utilize repeatability, automation, orchestration, and standardization of processes for delivery, improving overall efficiency, while also introducing new proficiencies to meet the rapidly changing needs and scalability of our client requirements.
• Confirm thorough documentation of all work by the team is completed and remain up to date, this includes consistency of our documentation efforts.

• Effective engagement communication, time management, and collaboration with peers.
• Perpetually strengthen relevant skills, knowledge, and abilities to stay at the forefront of the information security industry.
• Communicate with Practice Leadership routinely regarding status updates and strategies.
• Adhere to GuidePoint Security’s Core Values.
• Perform other duties as assigned.

 

Required Experience:

• Excellent communication and interpersonal skills, with the ability to build and maintain strong client relationships.
• Proven experience in IT service management or Technical Account Management, preferably for a Managed Service Provider (MSP) or within Identity Management industry
• Ability to work within a sometimes stressful/fast-paced situation to drive resolution.

• Solid understanding of IT service delivery processes, methodologies, and best practices (e.g., ITIL).
• Analytical mindset with the ability to interpret data, identify trends, and implement data-driven improvements.
• Strong problem-solving and decision-making abilities, with a focus on achieving operational excellence.
• A strong desire to learn, adapt, and improve along with a rapidly growing company
• Proficiency in using IT service management platforms and tools.
• Professional certifications in IT service management (e.g., ITIL Foundation) are a plus.

• Bachelor's degree in information technology, computer science, or a related field (or equivalent experience).

Relevant industry certifications, such as but not limited to ITIL, PMI Certifications, CISSP, CISM, or others

 

Travel Requirements:

• Up to 10% travel required.

 

Physical Requirements:

• Sedentary work
• Substantial movement of the wrists, hands, and/or fingers for a minimum of 8 hours a day
• Required to have close visual acuity to view computer terminal and/or extensive reading for a minimum of 8 hours a day

 

We use Greenhouse Software as our applicant tracking system and Free Busy for HR screen request scheduling. At times, your email may block our communication with you. Please be sure to check your SPAM folder so that you don't