Information Security Program Mgr, (Customer Success)

About the role

The Information Security Program Manager will support Cofense's customer success and professional services org, providing strategic consultative guidance and excellent service to clients.

Responsibilities

• Successfully develop and manage relationships for assigned clients and stakeholders, supporting all Cofense products in use by the client.
• Represent Cofense as the customer’s trusted advisor and subject matter expert.
• Coordinate customer engagements to ensure successful onboarding and product implementation, as well as throughout the customer’s full lifecycle with Cofense.
• Excel in developing a strong rapport with customers; showcase the ability to successfully manage assigned accounts wherein continued revenue generation, identification for additional opportunities and overall high levels of customer satisfaction is present.
• Perform risk management to minimize churn.
• Continue to effectively showcase the value of Cofense products and services and present Return on Investment (ROI) information to key client stakeholders.
• Highlight any concerns and/or risks and share this with internal account partners and leadership.
• Create and maintain comprehensive documentation for your book of business.
• Perform administrative tasks and documentation within our CSM toolset.
• Collaborate with internal resources and third parties/vendors, as needed, for the successful execution of projects.
• Ensure tasks are delivered on time, within scope and within budget.
• Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility.
• Responsible for the profitability of our services and increasing our customers Cofense product commitment through successful portfolio management.
• Identify opportunities for revenue expansion within assigned accounts.
• Aid in training newer members on the team, cross-training with the larger CX organization and collaborate on process and procedural improvements across Cofense.
• Own all aspects of a customer’s simulated phishing defense program and deliver on contractual requirements.
• Recommend customized phishing programs based on industry best practices and customer goals.
• Ensure alignment of recommendations to the current threat landscape and the customer’s core business objectives.
• Independently produce high-quality, client-ready deliverables to meet contractual requirements.
• Share analytic deliverables and make operational and strategic recommendations based on the customer’s overarching security goals and key success indicators.
• For Managed Training clients, run the customer’s simulated phishing program using Cofense solutions.
• For Managed Remediation clients, deliver monthly Remediation reports while personalizing the monthly meeting to consist of reviewing unique threats the client has received and review malware identified.
• Travel to client sites to ensure excellent customer relationships.

Requirements

• 2-4 years of experience in applying analytic methodologies and principles related to cyber threat management and/or client portfolio management.
• Previous experience supporting customers in a consultant, managed services, or technical account management capacity.
• CISSP, Security+, or PMP certification a plus.
• Information Security and Program Management experience preferred.
• Churn Zero experience preferred.
• Strong verbal and written communications skills.
• Intermediate knowledge of the phishing threat landscape and the risk it presents to organizations.
• An enthusiastic and creative individual with the ability to inspire, influence and encourage others, in relationships with customers and peers.
• An analytical and process-focused mindset. Attention to detail is critical.
• A sense of ownership with a desire for action and willingness to jump in and roll-up your sleeves.
• A dedicated approach to connecting with customers to understand their needs and ensuring they realize the full value of our products and services.
• Project and program management skills.
• Able to work independently to prepare and present deliverables to customers.
• Fundamental understanding of messaging, SMTP, and email products.
• Experience with Microsoft Word, Excel, AI tools, and PowerPoint.

Qualifications

• Bachelor’s degree preferred.

Skills

• Knowledge of phishing threat landscape and risk management.
• Ability to develop and manage client relationships.
• Strong communication and presentation skills.
• Project management and organizational skills.
• Intermediate knowledge of cybersecurity tools and technologies.

Benefits

Full remote work, variable comp, 401k match, and paid employee appreciation days.

Pay

Competitive salary based on experience and qualifications.

Schedule

Flexible work schedule to accommodate remote work.