Manager, Client Engagement

The Manager of Client Engagement is a highly motivated self-starter, who manages a team of highly skilled Client Engagement Managers and Senior Client Engagement Managers whose purpose is to manage the impact, efficiency, and ongoing maturity of the service experience for Optiv Managed Services clients.  While serving as a key escalation point for Cyber Operations Practice Leaders, Sales teams, and clients, this role develops and leads a client facing team with data driven decisioning, exceptional metrics and reporting, and proactive problem management. 

This person will also define policies, procedures, and best practices. The position will be responsible for metrics showing continuous improvement and efficiencies in the client operational experience and maturing processes. This is a high visibility role and requires a strong leader with outstanding customer service skills to plan and execute.  The position is closely involved in helping to mentor, develop and evaluate employee performance as well as helping with development and continuous improvement of the Cyber Operations services. 

How you'll make an impact

• Lead a team providing operational and strategic planning, including fostering innovation, planning projects, and organizing and negotiating the allocation of resources. 

• Work closely with clients on reporting, escalations, and overall service satisfaction. 

• Collaborate and consult with Managed Service leaders on the overall advancement of the organization and Optiv in general. 

• Direct and drive KPI measurement, and process and documentation improvement. 

• Manage staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions. 

• Develop and maintain an educational environment where the knowledge and performance and morale of the group is constantly advancing. 

• Perform annual staff appraisals. 

• Establish and maintain regular written and in-person communications with the organization’s executives, other group heads regarding pertinent activities. 

• Ensure client onboarding projects are delivered on-time, within scope and within budget. 

• Manage a team of highly motivated, customer-focused individuals to manage the overall success of service offerings and retention of clients. 

• Review and report service performance against operating plans and standards, working in collaboration with the services delivery teams to monitor program metrics and KPI’s. 

• Drive program/client revenue growth by identifying cross-sell and upsell opportunities. 

• Present monthly and quarterly reports on service performance as requested or required both clients and Managed Services leadership. 

• Possession of excellent oral and written communication skills, including making clear and concise presentations to various audiences with an executive presence. 

• Performs other duties as required. 

What we're hiring for

• Bachelor’s degree from a four-year college or university or equivalent work experience in a related field required.            

• Master’s degree or equivalent in a related field preferred 

• 8+ years of professional services experience. 

• 8+ years leading customer service-oriented teams. 

• 8+ years professional experience in managed services. 

• Experience selling professional services. 

• Experience delivering client services. 

• Advanced business acumen and technical savvy required. 

• Experience with reporting platforms. 

• Sharp analytical abilities and the ability to make sound decisions quickly required. 

• Proven ability to make decisions and perform complex problem-solving activities under pressure. 

• Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Strong written and verbal communication skills are a must.  Ability to clearly communicate via telephone, e-mail and written. 

• Regular office environment with exposure to moderate noise.

• Ability to sit for extended periods of time. 

• Ability to input data into computer utilizing hands to finger to tab to different fields to input data. 

• Ability to answer telephone and talk and hear other party. 

• Ability to view computer screen, close vision (clear vision at 20 inches or less). 

• Ability to lift 70 pounds. 

#LI-TW1