Job description
Legato Security is seeking a Customer Success Manager to oversee the Customer Success and Project Management functions of our offerings. This is an exciting role based in Salt Lake City, UT. The successful candidate will be responsible for customer success and project management tasks related to maintaining client relationships, ensuring client projects are being completed and customers are updated, managing new customer onboarding, performing client check ins, gathering and presenting client metrics and reports, and facilitating renewals. The Customer Success Manager will ensure the customer experience is a positive one, working directly with clients and de-escalating situations if necessary. Technology, relationship management, and customer support experience is a must. The Customer Success Manager will lead and grow the company’s overall customer success and project management programs. This role is an opportunity to join a fast-growing startup, with room to advance as the company grows and the departments are built out.
The Customer Success Manager works closely with our customers to ensure their success with Legato Security’s products and services. Responsibilities include but not limited to: providing activity reports to our customers, scheduling meetings to discuss service deliverables with existing customers, assist in keeping technical projects on track, providing updates to team leads and management, tracking and working with the customer regarding any/all customer satisfaction issues and promoting our services to ensure customer happiness at every opportunity. Additionally, the Customer Success Manager will work closely with SOC analysts, SOC engineers, Channel Partners, Management, and Sales staff.
Specific Job Responsibilities
Maintain a full schedule of Customer Success and Project Management related meetings for new customer onboarding, regular customer check-ins, renewal discussions, and project update meetings- Perform proactive client outreach to inform clients of potential problems, product updates, or new service offerings
- Maintain a positive and collaborative relationship with customers
- Act as liaison between SOC staff and customers
- Maintain an advanced knowledge and proficiency of all Legato Security product and service offering for software resale, managed security services, and professional services engagements
- Ensure project deadlines are met by working with technical staff and address delays or project changes
- Interface with architects, engineers, and analysts to explain client requests and align needed solutions
- Gather requirements for service developments and enhancements based on customer requests
- Travel to Prospects and Customers for on-site meetings as needed
- Develop progress reports, Client Delivery Reports, and quarterly review data for presentation to customers on a regular basis
- Interact closely with Channel Partners in support of joint-customer initiatives
Qualifications
Bachelor’s degree or comparable industry experience in technology, project management, or customer success- Two years of industry experience in customer success, project management, technology, account management, or similar; Experience working for an MSSP is highly desirable
- Must have excellent written and verbal communication skills. Technical writing skills are highly desirable
- Understanding of IT infrastructure, information security, and compliance controls highly desirable
- Proven experience with leading client meetings
- Proven experience with preparing client reports
- Comfortable interacting with clients as well as all levels of internal staff members
- Project management related certifications is desired
Perks
Start-up company in a growth phase with opportunity for advancement based on performance. Start-up culture with an office in downtown Salt Lake City, UT- Company paid medical and dental benefits for employee and family members
- Other company-provided benefits such as short-term disability, basic life insurance, HSA, children’s orthodontia, with additional voluntary benefits available
- Flexible Paid Time Off policy
- 401K
- Paid Holidays
About Us
Legato Security Partners is an information security firm founded upon the belief that every organization has the right to keep its data private and secure. Our mission is initiative and advantage on the cyber playing field by building close partnerships with our clients, serving them not as just a vendor, but as trusted advisors helping to build effective, proactive plans. Our focus is always on both the technical and human elements within an organization. We believe in comprehensive strategies designed to harden networks, deflect attackers, and rapidly recover from any accidents. As technology progresses, so too do our tactics, ensuring our experts are always prepared to serve forward-looking leaders eager to stay ahead of emerging threats.
Legato Security Partners continually delivers a higher-quality, technology agnostic security services to a broader range of customers. This delivery is characterized by prompt, candid communication and sophisticated automation. To accomplish this delivery, Legato Security proactively invests in, trains and rewards the core of its operations: the people that show up every day and make the company what it is.
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