Service Delivery, Client Mgmt, Project Manager

Role-Specific Skills

• Client Relationship Management: Proven ability to build and maintain strong, trust-based relationships with key client stakeholders.
• Cybersecurity Service Knowledge: In-depth understanding of Cybersecurity Incident Detection & Response services, including their operational aspects and value proposition.
• Communication & Presentation Skills: Exceptional verbal and written communication, including incident communication, executive reporting, and presentation delivery for QBRs.
• Reporting & Data Analysis: Proficiency in interpreting operational data and service health metrics to create meaningful reports and insights for clients.
• Compliance & Regulatory Understanding: Knowledge of relevant cybersecurity compliance frameworks (e.g., FedRAMP, DoD IL) and audit requirements.
• SLA/SLO Management: Expertise in monitoring, reporting on, and ensuring adherence to Service Level Agreements (SLAs) and Service Level Objectives (SLOs).
• Escalation Management: Skilled in effectively managing and resolving client escalations, ensuring timely resolution and client satisfaction.
• Service Improvement Methodologies: Familiarity with continuous service improvement frameworks and practices to drive enhanced client experience.
• Cross-Functional Coordination: Ability to effectively collaborate with internal teams (e.g., SOC, engineering, compliance) to meet client needs and resolve issues.
• Customer Satisfaction Measurement: Experience in utilizing and interpreting customer feedback mechanisms (e.g., CSAT, NPS) to gauge and improve satisfaction.
• Proficiency in leveraging Artificial Intelligence (AI) to drive innovation and efficiency within technical domains.
• Professional Attributes: Excellent analytical and problem-solving skills. Ability to translate business questions into data-driven insights. Strong communication and stakeholder engagement skills. Ability to work independently and manage multiple priorities.

Roles & Responsibilities

• Act as a primary customer liaison for Cybersecurity Incident Detection & Response Services.
• Own client communication, engagement/onboarding, escalations, operational reporting, and service health dashboards.
• Ensure adherence to FedRAMP/DoD IL standards, audit readiness, SLA/SLO alignment, and cross-functional coordination.
• Drive customer satisfaction, quarterly business reviews (QBRs), and continuous service improvement initiatives.