Account and Project Manager - IDX

OPPORTUNITY OVERVIEWIDX, a ZeroFox company, has  an immediate opening for an Account and Project Manager as part of our Data Breach Response Team!  In the Account and Project Manager role, you will serve as the primary resource for product knowledge and services to partners and customers of IDX. You will participate in the sales process as the expert on our products & services, manage new customer implementations, train customers in our products/processes, serve as an escalation point for customer issues, prepare reports and cultivate post sale activities and other customer retention tasks. As an Account & Project Manager, you are responsible for the support, coordination, and analysis of operational, financial, and data resources within the Data Breach Response Team related to breach response services. 

Role and responsibilities

• Manage breach response service engagements and new customer implementations utilizing internal IDX and vendor resources
• Clearly define customer requirements and respond effectively and efficiently during pre-implementation and throughout engagement. Communicate those requirements into written record internally
• Maintain and grow the relationship between IDX and customers; work closely with other internal departments to ensure client satisfaction on all levels
• Accurately relay IDX product and process information to customers
• Analyze situations carefully and adopt effective courses of action
• Implement custom client support (websites, call center) for breach response customers
• Review and update Salesforce data for account accuracy and consistency
• Submit customer invoicing to Accounting
• Validate and approve vendor invoices
• Analyze customer data and perform data work for breach notification mailings and client reporting purposes
• Interpret verbal communication into effective written record, e.g. contracts, reports and other professional letters, memoranda, and documents
• Build relationships and trust with customers
• Interface with customers in ongoing defining of requirements, determining resource allocation, and setting expectations with the customer on these matters
• Use sound judgment and discretion to support departmental goals
• Work with Sales to respond to issues by providing accurate and timely feedback while consistently demonstrating a high level of professionalism as a representative of IDX
• Ensure successful program implementation with customers
• Perform other duties as assigned

Required qualifications and skills

• Work experience in a customer-based services environment, including project management responsibility for service engagements, typically obtained in 2-3 years
• Excellent verbal and written communication skills and ability to deal with sensitive, confidential, and urgent issues; ability to present information in a thorough, factual, and organized manner
• Ability to process, disseminate, and respond to information in a high pressure, high stress environment
• Effectiveness at building collaborative relationships and working effectively with internal departments, clients, vendors, management, and peers
• Highly proficient computer skills to include Word, Excel and Outlook, including experience utilizing Excel formulas
• Superior administrative skills to include good organizational ability and attention to detail
• Strong customer service orientation
• Familiarity with identity theft, a variety of data breach and identity theft concepts, practices, and procedures, including but not limited to: privacy concepts, victim restoration, relevant laws, and compliance issues
• IDX product knowledge is a huge plus
• Ability to work under pressure, dealing with multiple concurrent implementation and support issues
• Familiarity with a variety of data breach and identity theft concepts, practices, and procedures, including but not limited to: victim restoration, relevant laws, and privacy and compliance issues affecting breach clients.
• Ability to maintain flexible working hours, at times requiring evening, weekend, or distance work
• Independent and creative problem solving
• Willingness to continually upgrade knowledge and understanding of the breach management and privacy practices
• Financial aptitude to assist in pricing and expense tracking
• Ability to visit customers and travel as required
• Bachelor’s degree in related field, preferred

Benefits

• Competitive compensation
• Comprehensive health benefits & 401(k) plan
• Holidays, Volunteer days, and generous PTO