Client Success Manager

Proficio, a global Managed Security Services Provider (MSSP) and leader in Managed Detection and Response (MDR), provides always-on cybersecurity protection services. Our 24x7 security operations centers (SOC) help clients detect and respond to critical threats and prevent the risk of a security breach.

We are revolutionizing way organizations meet their IT security and compliance goals by providing cutting edge managed, cloud-based security services — without the cost and complexity of acquiring sophisticated software or operating your own SOC.

Proficio's service offering includes:
ProSOC is Proficio’s real-time security monitoring and managed security service. ProSOC security experts use industry leading SIEM technology to monitor, prioritize and respond to security alerts 24×7.

ProSCAN is a highly accurate vulnerability management service protecting against security threats and automating compliance reporting and workflow.

Proficio offers a range of consulting services including penetration testing, risk assessments and vulnerability analysis.

Founded in 2010, Proficio is headquartered in Carlsbad, CA. We have a dedicated team of 130+ employees and a rapidly expanding customer base around the globe. Proficio was added to the Cybersecurity 500 list and awarded the CIOHONOUR award in the MSSP category in 2016.

**Summary**

Proficio is seeking a Client Success Manager in Singapore. The Client Success Manager is responsible for maintaining partnerships of new and existing customers. The position is multifaceted with heavy focus on customer service and identifying opportunities for increased utilization and up-sell. Structured in a phone-based delivery model, the Client Success Manager will develop lasting relationships with internal partners and clients alike.

**Roles and Responsibilities**
- Develop and maintain strong relationships within assigned client segment to ensure maximum customer satisfaction and retention metrics
- Act as the point of contact between clients and functional departments (Engineering, SOC, Operations, Finance, Legal) to identify, prioritize and ensure timely resolution of client issues/concerns
- Regularly review processes, documents, tools, reports, sales strategy, etc. to provide unparalleled customer service to internal and external clients
- Utilizing a consultative approach, showcase technical knowledge in regular conversations with C-level clients
- Participate in outside events and activities to establish deeper client relationships
- Develop qualified client references throughout the portfolio and deliver appropriate acknowledgement for providing references
- Identify avenues for additional monthly and annual recurring revenue (MRR/ARR) by strategically contacting key decision makers on a planned basis
- Develop and execute strategies that contribute to key metrics - retention, up-selling, increased utilization/adoption, contractual compliance and opportunities for expansion
- Ensure the best interests, of clients and Proficio, are being fairly and objectively represented by regularly reviewing accounts for trends, commonalities and best-practices
- Conduct annual client contract reviews (past performance & upcoming needs) and provide tour of SOC facilities
- Complete other duties/special projects as assigned
- This career position is based in our Singapore office

**Requirements**:

- Superior ability to engage and resolve customer needs in a timely fashion
- Account management/ inside sales experience in cybersecurity industry preferred
- Demonstrated ability to negotiate with C-level executives (CISO, CIO, IT)
- Technical acumen (ability to discuss security, networking, and software/ hardware solutions)
- Proven track record of exceeding sales quotas