[Remote] Practice Manager, (Customer Experience, Cybersecurity)

Note: The job is a remote job and is open to candidates in USA. Cofense is the only cybersecurity platform focused exclusively on stopping phishing, and they are seeking a Practice Manager to lead a team of professional services consultants and customer success professionals. The role involves managing phishing defense programs for clients and ensuring high performance, customer satisfaction, and effective team management.

Responsibilities

• Create a team culture that enables high performance, a sense of urgency, a focus on outcomes, a proactive mindset, constructive feedback, and continuous learning
• Organize and manage the team’s goals, activities, priorities, and account plans that ensure early delivery of value to Cofense’s customers and stakeholders through regular inspection and proactive risk management
• Partner on various strategic business initiatives across the organization
• Engage with Cofense customers, as well as internal teams such as sales, support, product and engineering, marketing, content, legal, and others to deliver valuable product and service solutions; thus, maintaining solid client relationships
• Coordinate efforts to retain and gain new business, including forecasting customer churn and helping identify new product and service upsell opportunities
• Service as an escalation point for your team members and assigned customers and act as Cofense’s leadership presence and support customers, as necessary
• Manage a team of customer experience professionals in the performance of their duties, including day-to-day client account management, client onboarding, program development, reporting and data analysis, and churn mitigation. Ensure departmental standards/expectations are met and contractual obligations are delivered satisfactorily
• Provide strong leadership, guidance and motivation to direct reports
• Recruit, onboard, train, develop and coach direct reports
• Maintain a client case load, as needed, to support the business
• Oversee the building and implementation of effective phishing training, awareness and education programs for Cofense customers based upon their current security environment
• Oversee the implementation and adoption of phishing detection and response mitigation strategies
• Deliver customer presentations, as necessary, to ensure excellent customer relationships
• Aid in the analysis of simulated phishing program trends and recommend corrective program actions to ensure adequate training and education
• Analyze the current phishing threat landscape often and share this information with your team, so they are positioned to offer customized phishing defense advice to increase a client’s overall security posture
• Coordinate customer-focused activities to ensure successful product implementation and usage
• Assist with all regional client satisfaction issues and engage directly with the client as needed
• Engage the sales team often and keep them informed of overall client health
• Engage with the product team regularly to share customer feedback and product enhancement requests
• Manage performance utilization rates and balance caseloads as necessary to ensure expectations, timelines, and contractual deliverables are satisfactorily met
• Review output produced by your direct reports to ensure this meets quality expectations and aligns to standards, methodologies, and best practices
• Ensure regional goals and performance are aligned to business and corporate goals
• Participate in business/operational analysis, planning, development and execution
• Other duties as assigned

Skills

• In-depth knowledge of the phishing threat landscape and an understanding of the risk it presents to organizations across various industry verticals and sizes
• Advanced understanding of messaging, SMTP delivery and email security products
• 5+ years in a leadership and management role
• 8+ years supporting customers in a consultant, managed services, or customer support capacity
• Prior experience in software delivery is a must, experience in the security space is preferred
• Strong resource management, leadership and coaching skills
• Successful track record of working with enterprise level customers
• Excellent verbal and written communications skills
• Proficient in managing all aspects of client relationships
• Proven analytical and problem-solving skills
• The ability to meet with, and present to, internal and external teams including executive leadership
• Bachelor's degree preferred
• CISSP or Security + certification preferred
• Experience with ChurnZero preferred
• Demonstratable experience managing change
• Experience building and successfully managing remote-based teams
• Advanced experience with Microsoft Word, Excel and PowerPoint

Benefits

• Fully Remote
• Uncapped Variable Comp
• 401k Match
• Employee Appreciation Days

Company Overview

• Cofense provides phishing threat management and remediation solutions to the world's leading brands and organizations. It was founded in 2011, and is headquartered in Leesburg, Virginia, USA, with a workforce of 201-500 employees. Its website is https://cofense.com.

Company H1B Sponsorship

• COFENSE has a track record of offering H1B sponsorships, with 1 in 2021. Please note that this does not guarantee sponsorship for this specific role.

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