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Sr. Engagement Manager

Bishop Fox

Bishop Fox

Mexico · Remote
Posted on Thursday, April 25, 2024

Bishop Fox is the leading authority in offensive security, providing solutions ranging from continuous penetration testing, red teaming, and attack surface management to product, cloud, and application security assessments. We’ve worked with more than a quarter of the Fortune 100, half of the Fortune 10, eight of the top 10 global technology companies, and all of the top global media companies. Our Cosmos platform was named Best Emerging Technology in the 2021 SC Media Awards and our offerings are consistently ranked as “world-class” in customer experience surveys. For more than 16 years, we've been contributing and giving back to the security community. We’ve published more than 16 open-source tools and 50 security advisories in the last five years alone. Learn more at bishopfox.com or follow us on Twitter.

Given our exceptional growth, we are expanding and hiring a Sr. Engagement Manager to join us on this exciting journey. The Sr. Engagement Manager ensures that our clients and Bishop Fox realize value from our products and services. They have an in-depth understanding of the offensive cybersecurity industry and are responsible for managing client satisfaction and increasing customer engagement with Bishop Fox offerings. The Sr. Engagement Manager works directly with customers, as well as internally across delivery teams, account management, product, and marketing, to advocate for value realization throughout the customer lifecycle.

Responsibilities

As an Engagement Manager at Bishop Fox, your responsibilities will include but not be limited to:

Ensure that customers realize value from Bishop Fox services at each touchpoint of the customer experience. Initial objectives include:

  • Oversee delivery of Bishop Fox products and services to ensure compliance with contract deliverables and Service Level Objectives
  • Delivering medium (100-500 hours) to large (500 hours and larger) projects on time, within scope and under budget
  • Executing project plans, proactively identifying, and managing risks, resolving/ escalating issues and driving projects to successful completion
  • Building relationships with clients as measured by Net Promoter Score (NPS), ad hoc feedback, and successive contracts.
  • Provide customer insights based on customer engagement results, YoY trending, industry comparison, and security best practices and provide this information to both customers and to account planning teams for upsell/cross-sell opportunities.
  • Creating and managing weekly internal and client facing status reports on each engagement
  • Participate in both internal and client-facing service and account reviews, guiding and representing customer value objectives.
  • Drive and participate in go-to-green planning on customer accounts across Bishop Fox delivery, product, and Sales teams.
  • Design strategic account support through proactively maintaining high-level technical and operational expertise and understanding of industry trends and customer requirements.
  • Contribute to improvements of products and/or services by providing feedback to internal teams as well as customer-facing responses to repeat questions.
  • Manage and drive customer satisfaction to meet Bishop Fox objectives.
  • Identifying client concerns and conducting effective root cause analysis and corrective action plans

Mature the customer success function in line with the strategic roadmap of the program, including the following initial objectives:

  • Drive the process for renewals on select repeat program work.
  • Report internally on customer satisfaction metrics, including NPS scores and feedback.

Requirements

In addition to the above, the following is a list of skills and traits that describe you. If you have most of these, we’d like to speak with you.

  • At least 4 years of project management experience with IT related projects
  • 2+ years' experience as a Customer Success Manager or related role
  • Strong understanding of the terminology and guidelines set forth in the Project Management Body of Knowledge (PMBOK)
  • Bachelor’s degree strongly preferred
  • Deeply understands customer security business goals, environment, pain points, and operational maturity, as well as their ultimate desired outcome
  • Navigates difficult client situations with expert negotiation skills and a client service-mentality.
  • Security/cybersecurity industry experience or knowledge.
  • Well-versed in the Microsoft Office Suite, particularly experienced with Excel
  • Experience working in a matrixed organization

Bishop Fox has always allowed its employees to work remotely, and this role could work anywhere in Mexico. Our comprehensive benefits program is tailored to meet your needs at an affordable price. We embrace diversity and an inclusive culture. We value our employees and who they are, which fosters a powerful and collective talent base to successfully serve our clients and the security community with unparalleled expertise.

Bishop Fox is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. All new hires must pass a background check as a condition of employment.

Interested? Apply today!