SUMMARY:

The Cybersecurity Customer Success Manager serves as the critical interface between our healthcare clients and our Cybersecurity Tactical Operations Center (CTOC). Far from being a mere liaison, this role stands as a trusted cybersecurity advisor, educator, and advocate. Ensuring client satisfaction, successful platform adoption, and contributing to the safety of life-critical healthcare settings are the role's cornerstone objectives.

KEY RESPONSIBILITIES:

• Client Liaison: Act as the primary contact for all client-related matters.
• Platform Deployment: Manage the Nightingale platform rollout at healthcare facilities, from pre-sales to post-implementation.
• Advisory Services: Provide expert guidance in cybersecurity, incorporating C2M2 frameworks and risk management efforts.
• Policy Support: Assist in policy reviews, suggest policy enhancements, and support policy exception processes.
• Incident Response Support: Play an advisory and supportive role during cybersecurity incidents.
• Workflow and Alert Analysis: Examine workflows and alerts, consult with CTOC, and recommend remedial actions to clients.
• Customer Retention and Growth: Identify upsell and cross-sell opportunities, while keeping an eye on client satisfaction metrics.
• Feedback Mechanism: Provide invaluable client feedback to both the CTOC for capability evolution and to the product development teams for Nightingale platform enhancements.

DETAILED RESPONSIBILITIES:

Client Liaison:

• Establish and maintain strong relationships with key stakeholders in client organizations.
• Regularly check-in with clients to ensure their concerns and queries are promptly addressed.
• Facilitate monthly or quarterly business reviews to discuss service performance, upcoming initiatives, and mutual goals.

Platform Deployment:

• Coordinate closely with technical and product teams to ensure successful deployment and troubleshooting of the Nightingale platform.
• Update the client at key milestones and address any issues or concerns proactively.

Advisory Services:

• Provide specialized cybersecurity advice based on the client's environment and requirements.
• Act as a trusted advisor offering insights on cybersecurity initiatives that align with the client's strategic goals.

C2M2 Advisory Support:

• Utilize the C2M2 framework to perform maturity assessments.
• Work with the client to develop an action plan for reaching higher maturity levels.
• Ensure the action plan aligns with the client’s broader cybersecurity strategy.

Incident Support:

• Serve as the critical point of contact between the client and CTOC during incidents.
• Communicate status updates and action plans to the client in real-time.
• Provide post-incident reports and recommendations to avoid future incidents.

Workflow and Alert Analysis:

• Monitor and analyze non-critical alerts from the Nightingale platform.
• Consult with CTOC analysts to understand the technical nuances and provide actionable advice to clients for remediation.

Policy Guidance:

• Review and analyze client's existing cybersecurity policies.
• Recommend changes or improvements based on best practices and C2M2 framework guidelines.
• Assist clients in navigating the policy exception process, ensuring compliance without compromising security.

Maturity Assessments:

• Conduct periodic assessments of the client’s cybersecurity maturity.
• Provide comprehensive reports and discuss findings with client leadership, offering a roadmap for improvement.

Training:

• Design and deliver customized training modules for various roles within the client organization.
• Continuously update training material based on emerging threats and client feedback.

Client Retention and Growth:

• Monitor key performance indicators to ensure client satisfaction and retention.
• Collaborate with sales and marketing teams to identify upsell and cross-sell opportunities.

Case Management & Satisfaction Reviews:

• Conduct regular case management reviews to ensure proper handling and progression of incidents and projects.
• Perform quarterly satisfaction reviews with clients, identifying areas for improvement and action.

Technical Planning Workshops (TPW) and Activation:

• Lead TPWs as a key component of Nightingale platform deployment.
• Facilitate activation kickoff meetings and planning sessions, acting as the main interface between Sales and CTOC teams.

EXPECTATIONS:

• Initiative and Drive: Must be a self-starter with a proactive approach to problem-solving.
• High-Level Decision-Making: Ability to make executive decisions, especially during critical incidents.
• Availability: Role involves shift work, including weekends and holidays.

MINIMUM QUALIFICATIONS: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

Education:

• Bachelor’s degree in information technology, Computer Science, Cybersecurity, or related field. Master’s degree is a plus

Experience:

• Minimum of 5 years of experience in client services, project management, or similar role within the cybersecurity industry
• Experience working in or with healthcare environments is strongly preferred.

Certification or Licenses:

• Cybersecurity certifications such as CISSP, CISM, or CISA are desirable.
• Project management certifications like PMP or PRINCE2 are advantageous.

Special Knowledge, Skills and Abilities:

Technical:

• Strong understanding of cybersecurity frameworks, particularly C2M2.
• Familiarity with cybersecurity platforms and tools, as well as general SOC technologies.
• Experience in risk management and policy development.

Interpersonal:

• Exceptional communication skills, both written and verbal.
• Ability to build and maintain strong relationships with a variety of stakeholders.
• Highly effective presentation and training abilities.

Analytical:

• Excellent problem-solving skills and the ability to analyze complex data and situations.
• Ability to conduct thorough needs assessments and make appropriate recommendations.

Personal Traits:

• Self-starter who thrives in a fast-paced, dynamic environment.
• Highly organized and detail oriented.
• Resilient and adaptable, with an ability to manage multiple priorities.

TRAVEL REQUIRED:

Ability to travel up to 25%.

PHYSICAL DEMANDS: (The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Ability to work long hours at a desk using a PC, video conferencing, and phone usage.
• Ability to occasionally lift and move computer equipment if necessary.
• Moderate overnight travel by land or air.

WORK ENVIRONMENT: (The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Ability to work in an office environment and remote if needed
• Extensive use of desktop computer, mobile technologies video conference, phone, cell phone is essential for this function.

We offer competitive salary and above average benefit packages. CloudWave is a drug-free, EEO employer.