Client Success Manager III

Position: Client Success Manager III
Location: Remote in the United States (East Coast preferred)
Work Authorization: US Citizenship Required 
 
About The Position: 
The Client Success Team is composed of Client Success Managers (CSMs) who are well versed in cyber security, and whose purpose is to assist customers in getting the most value out of BlueVoyant platform and solutions. 
 
BlueVoyant’s renowned cybersecurity SaaS platform offers top-tier solutions to safeguard businesses from evolving threats. Our extensive range of services and expertise enable organizations to proactively defend against cyberattacks and secure their sensitive information effectively. 
 
We are seeking a passionate and experienced Customer Success Manager (CSM) to join our team and play a crucial role in ensuring the success and satisfaction of our clients.  By providing exceptional support, guidance, and strategic advice throughout the customer journey, our CSMs are crucial in driving the adoption of our cybersecurity solutions and SAAS platform product. 
 
Responsibilities: 

• Serves as the primary point of contact for all customer requests, needs, correspondence, escalations, etc. 

• Primary advocate within internal BV stakeholder groups to drive tangible outcomes 

• Responsible for managing customer communications internally with respective BV Teams 

• Responsible for the coordination of all customer interactions (regular cadence, working sessions, escalation calls, etc.) both with the customer and internal BV Teams 

• Oversees the transition from deployment to Steady State and establishes cadence/operating rhythm for new customers 

• Drives customer adoption/engagement of current and additional services provided from BV 

• Aids in driving retention conversations to ensure customers are on target for contract renewals 

• Aids in discussions related to potential customer churn (Playbooks, Churn War Room, etc.) 

• Works closely with Sales Counterpart to position, educate, and drive potential growth opportunities for additional BV Service offerings 

• Able to communicate BV product/service landscape and can effectively move from one team to another to obtain answers and resolve issues 

• Able to articulate BV’s offerings, benefits, SOPs and deliverables without hesitation 

• Advanced understanding of assigned BV Specific Product sets 

• Works directly with BlueVoyant Executive Leadership Team to strategically align and coordinate support for BlueVoyant’s largest accounts 

• Creates, organizes, and shepherds customer value discussions with the customer quarterly 

Qualifications: 

• 7+ years of client services, IT and cyber security background 

• Extensive experience managing large, complex accounts with multiple LOB’s and stakeholders 

• Able to operate independently with minimal support from leadership 

• Able to identify the buying landscape within customer environments and maintain relationships with critical decision makers 

• Superior organizational skills and ability to adapt to quickly evolving environments 

• Excellent written and verbal communication skills 

• Promotes team culture by independently demonstrating abilities that solve organizational problems and drive efficiencies within CS 

• Able to define, create, execute service improvement plans 

• Ability to provide advanced feedback and technical requirements for process maturity 

• Can create, adhere to, and help influence standard organizational systems 

• Can organize and conduct speaking engagements to internal BV groups with minimal oversite from leadership 

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