Senior Client Engagement Manager

Client Engagement Manager

CyberClan provides enterprise security, and human response to small and midsize enterprises and channel partners through comprehensive risk assessment services, 24/7/365 managed detection and response services, and lightning-fast breach response. Formerly known as Network Test Labs established in Canada and specializing in vulnerability assessments and penetration testing in the gaming industry, CyberClan has grown from three employees in 2006 in one market to over 115 employees with clients in nine countries and offices in the United Kingdom, Canada, United States, and Australia as a leading cyber security services provider.

Our mission is to make the online world safer and more secure by delivering sophisticated cybersecurity solutions in a highly personalized — and human — way.

Summary/Objective

CyberClan is hiring a knowledgeable, and care-driven Client Engagement Manager (CEM) to provide superior customer-centric experience, with our branded white-glove service. Reporting to the Manager of SOC, the CEM who will lead internal and external communication, and collaboration with End User, Sales, the Risk Management Team, IT Services Team, and Managed Security Team to facilitate a successful, partnered implementations for both short term and long-term client projects. In addition to partnering with the Risk Management Services Team, Managed Security Team, and IT Services Team, your main objective will be to lead our information gathering efforts, analytics, reporting, quality assurance efforts, host client review session(s), and manage the delivery of the reports.

This role requires a highly motivated self-starter with superb attention to detail, solid soft skills, written and verbal acumen, and in the same breath, a willingness to be a student and a teacher. Public speaking skills will be closely assessed to ensure clear and concise communication will be delivered to our partners.

Other responsibilities include overseeing project execution against profit margins, establishing healthy partnerships with third-party vendors, learning and leading teams in deploying the full CyberClan service catalogue, managing day-to-day client engagement requests, and contributing to the organization’s fiscal goals and objectives.

This position will directly report to the Manager of SOC.

Essential Functions:

• Effectively manage projects with top-down oversight to ensure success as defined by adherence to scope, budget, and timeline standards.
• Ensure new clients have a seamless onboarding to steady state delivery and smooth hand off from Sales by collaborating with internal teams and ensuring milestones are reached in a timely manner
• Facilitate client-facing advisory meetings and technical calls, internal huddles, and ad-hoc meetings, all intended to deliver a white-glove experience.
• Responsible for delivering a consistent communication style and technique, in line with the standard enacted by all project managers facilitating the CyberClan standard.
• Lead collaborative client-related and non-client-related huddles with security analysts and risk assessors.
• Serve as a client advocate and liaison to issue internal escalations and follow through to a satisfactory resolution
• Provide weekly project updates detailing progress against pace, execution, and resources.
• Utilize industry best practices, techniques, standards, and requirements throughout the entire project execution.
• Quickly familiarize yourself with the organization’s service offerings, to position yourself as a subject matter expert to educate our clients on best practices and identify sale opportunities to onboard a new service, upsell a current service, or add new features and functionalities to an existing service.
• Ability to support diverse schedules based on client location and project timelines.
• Contribute to and lead internal project or migrations as needed during downtime or low client utilization periods

Required Skills and Experience

• Bachelor’s in business administration, Computer Science, or related field. Cyber Security Degree a plus.
• Excellent verbal and written communication skills in English are required (French is a plus).
• CAPM/PgMP/PMP Certifications a plus.
• 3+ years of professional experience in project management or technical project management.
• Prior experience and fundamental knowledge of Information Technology are required.
• Ability to understand and communicate technical components of a project with associated mitigation strategies.
• Proven consultative, conflict resolution, negotiation, and facilitation skills to gain internal and external stakeholder buy-in for onboarding and steady-state stages of the engagement.
• Prior experience working with any project management tool is preferred.
• Exceptional organizational and teamwork skills.

Job Type

Full-time Permanent

Location

100% Remote

%of Travel Required

0-5%

Physical Requirements

Prolonged periods of sitting at a desk and working on a computer.

CyberClan is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.