Customer Success Manager - Digital Hands, LLC : Job Details

Digital Hands is an innovative Managed Security Service Provider (MSSP) with a mission to protect customer data and make technology available, productive and secure with the strongest talent in the cyber industry. Members of the Digital Hands Team work with leading technologies and protect a dynamic set of enterprise-class customers including best-known brands in the hospitality, financial, manufacturing and communications industries. Digital Hands employees enjoy competitive compensation and benefits, training opportunities, personal skills development, and opportunities for professional advancement across the organization.

Digital Hands is comprised of innovators leading from the front, fueled by a desire to achieve, test new boundaries, and a determination to do whatever it takes to get there first every time. Ideal candidates believe in the mission and vision of the company and have a genuine love for what they do. At Digital Hands, we take ownership, obsess over our promises, anticipate our customers' needs. and get ahead of every threat so that our customers can focus on their business with the peace of mind that only comes from knowing their cyberworld is secure.

POSITION SUMMARY:

The Customer Success Manager (CSM) is responsible for managing the Customer Experience and Journey through the engagement lifecycle for a portfolio of clients. The CSM is the Voice of The Customer to the Digital Hands organization, the Face of the Company to our clients, and provides additional value add solutions to existing customers. Working with our Operations and Engineering teams, the CSM is accountable for providing high quality service delivery by ensuring Service Level Agreements are met, that services and projects meet customer satisfaction and that deliverable obligations to the customer at met. This role is also responsible for working with our sales and channel partners to manage contractual Move/Add/Change/Delete, Change Orders, and contract renewals. The ideal candidate should have a broad range of IT experience with Security, IT Infrastructure, and how businesses leverage technology in a Service Delivery, Relationship Management, or Project Management role. Ability to speak to C-level executives about technology services solutions and how those solutions would benefit their business is a must. Project management experience is also an important component of this role.

The ideal candidate must be detail-oriented, possess excellent organizational and analytical skills and work effectively with individuals at various levels in the organization (executive, sales, operations, etc.). Candidate should be capable of playing a hands-on role, a self-starter, demonstrate sound judgment and resourcefulness in decision making and problem solving, and think and work independently while also being a team player. Excellent interpersonal and verbal/written communication skills are a must.

DUTIES AND RESPONSIBILITIES:

• Serve as the single point of contact for client escalations, including proactive investigation and resolution of potential delivery delays and/or questions that arise throughout the customer lifecycle.
• Manage service delivery to include project plans, service levels, process and deliverables.
• Lead the on-time activation of existing customers' services including all implementations and enhancements to existing services.
• Effectively collaborate cross-functionally to develop relationships, process and procedures with adjacent teams critical to on-going customer support.
• Perform risk assessments to include the collection and development of recommendations to mitigate risk.
• Operate in a mode of continuous improvement; identify and implement improvements to enhance Customer Success objectives.
• Develop content, standards and cadence for customer reporting and periodic customer business reviews and satisfaction surveys.
• Own and manage the Customer Success Management process for existing clients by leveraging internal resources and tools, including written proposals, statements of work, business justification, etc.
• Identify areas to expand and further strengthen relationships with key clients.
• Identify business optimization and sales opportunities within assigned accounts related to Digital Hands' service solutions.
• Collaborate with Sales Engineering, Product Management, Technology Engineers and SMEs to craft solutions for client issues and optimization projects.
• Collaborate with clients to define requirements and manage expectations and communications from inception through delivery, including status updates, budget reconciliation and scope changes.
• Manage contractual Move/Add/Change/Delete activity.
• Be accountable for contract renewals.
• Participate in pre-sales opportunity reviews to become familiar with prospective new business.
• Thoroughly review Statements of Work (SOW) to ensure understanding of the solutions sold and implementation requirements.
• Other duties as assigned.

EDUCATION AND WORK EXPERIENCE:

• Bachelor's Degree and/or 5-8 years of experience in Information Technology or Business-related field.
• Minimum of 3-5 years account or relationship management experience in a technical solutions environment.
• 2-3 years of technology related project management experience is desired.
• Previous experience in an IT Managed Services or Managed Security Services organization is preferred.
• A deep understanding of the “as a service” business model and the value it brings to our customers.
• Professional certifications such as CompTIA Security+, Network+, Project+, Agile Scrum, ITIL, PMI ACMP or PMP Certifications, SANS/GIAC (GSEC), and/or equivalent are preferred.

KNOWLEDGE, SKILLS AND CHARACTERISTICS REQUIRED:

• Excellent analytical and complex problem-solving capability.
• Experience solving business process challenges.
• Excellent communications, presentation, listening and negotiation skills.
• Excellent organizational and time-management skills and the ability to multi-task and prioritize.
• A strong focus on customer satisfaction.
• Ability to work well as part of a cross-functional team environment.
• Strong knowledge of IT applications, processes, software, and equipment.
• Self-motivated with the ability to work in a fast-moving environment.
• Ability to multi-task and adapt to changes quickly.
• Strong organization and project management skills.
• High level of integrity, judgment, and situational awareness.
• Ability to work both independently and collaboratively with peers, across teams, and with management.
• Flexibility and adaptability to change.
• A keen interest in security and the need for the Confidentiality, Integrity and Availability of information and information systems to be maintained.

Digital Hands is dedicated to a diverse and inclusive workplace and culture, and proud to be an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

Digital Hands is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at [email protected] .

Digital Hands participates in the U.S. Government's E-Verify program to determine employment eligibility. In compliance with the federal government, all hired applicants will be required to verify identity and employment eligibility upon hire. To learn more about E-Verify, please visit dhs.gov/e-verify.

By submitting your application, you agree that Digital Hands may collect, use, and process your information, which may include personal information and sensitive personal information, in connection with Digital Hands' recruitment activities. You may delete your application and/or unsubscribe from receiving notifications of career opportunities at Digital Hands at any time. For additional details on how Digital Hands uses and protects your personal information in the application process, including your rights under the California Privacy Rights Act (“CPRA”), click here to view ourPrivacy Notice.

Create a Job Alert

Interested in building your career at Digital Hands? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

First Name *

Last Name *

Email *

Phone *

Resume/CV *

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Education

School Select...

Degree Select...

End date year

Are you 18 years of age or older? * Select...

Are you legally authorized to work in the United States? * Select...

Do you reside in the United States? * Select...

Will you now or in the future require sponsorship for an employment visa? (e.g. H1-B, TN Visa) * Select...

How did you hear about Digital Hands and/or this position? *

Do you have experience working in the cybersecurity industry? If so, please explain. *

What is your desired salary? *

LinkedIn Profile

How often are you willing to travel? * Select...

What state do you currently reside in? * Select...

U.S. Standard Demographic Questions

We invite applicants to share their demographic background. If you choose to complete this survey, your responses may be used to identify areas of improvement in our hiring process.

How would you describe your gender identity? (mark all that apply) Select...

How would you describe your racial/ethnic background? (mark all that apply) Select...

How would you describe your sexual orientation? (mark all that apply) Select...

Do you identify as transgender? (select one) Select...

Do you have a disability or chronic condition (physical, visual, auditory, cognitive, mental, emotional, or other) that substantially limits one or more of your major life activities, including mobility, communication (seeing, hearing, speaking), and learning? (select one) Select...

Are you a veteran or active member of the United States Armed Forces? (select one) Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Digital Hands's Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A disabled veteran is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A recently separated veteran means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An active duty wartime or campaign badge veteran means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An Armed forces service medal veteran means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305

Page 1 of 1

OMB Control Number 1250-0005

Expires 04/30/2026

Voluntary Self-Identification of DisabilityForm CC-305 Page 1 of 1 OMB Control Number 1250-0005 Expires 04/30/2026Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp .

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

• Alcohol or other substance use disorder (not currently using drugs illegally)
• Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
• Blind or low vision
• Cancer (past or present)
• Cardiovascular or heart disease
• Celiac disease
• Cerebral palsy
• Deaf or serious difficulty hearing
• Diabetes
• Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
• Epilepsy or other seizure disorder
• Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
• Intellectual or developmental disability
• Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
• Missing limbs or partially missing limbs
• Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
• Nervous system condition, for example, migraine headaches, Parkinson's disease, multiple sclerosis (MS)
• Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
• Partial or complete paralysis (any cause)
• Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
• Short stature (dwarfism)
• Traumatic brain injury

Disability Status Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

#J-18808-Ljbffr