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Client Delivery Manager (CDM) - Secureworks - Remote

Account Services Mgmt
17000X4W Requisition #
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Client Delivery Manager - Secureworks

Secureworks is a global leader in providing intelligence-driven information security solutions. We play an important role, as no organization in the world is immune from cyberattacks and the nature of the attack is changing every day. Internet security is a problem that will never be solved. Unlike point products that address a specific technology issue, we attack the problem holistically by analyzing threat actor tactics, techniques and procedures, and develop solutions using best-of-breed technologies to protect our clients. We are one of the best in the world at understanding the threat.

In short, we give our clients an early warning capability. Secureworks was founded in 1999 and headquartered in Atlanta, Ga., with offices in all the major security markets around the globe. We have more than 2,000 team members, and partner with more than 4,200 clients in 59 countries to keep the bad guys out of their networks. We've been consistently recognized by industry analysts, readers' polls and as a leader in the Gartner Magic Quadrant for managed security services, worldwide.

Role Overview
Supports a designated set of managed service enterprise accounts for Secureworks MSS. The ideal candidate possesses a blend of cyber security and relationship management experience. The Client Delivery executive is accountable for the world class delivery of services as measured by Net Promoter Scores and client renewal rates.

While remote, this position could require as much as 40% travel.

Role Responsibilities
-Acts as a main point of contact for named accounts, serving as a point of escalation and information
-Enthusiastically assumes responsibility for extreme customer satisfaction circumstances by engaging customer and internal personnel to ensure service level goals are met and sustained
-Conducts regularly scheduled status calls with clients, documenting and tracking enhancement requests, issues through resolution, providing timely follow-up, setting clear expectations, and independently handling challenging client situations
-Articulates the value of SecureWorks MSS services through vehicles such as , Executive Briefings and board ready reports
-Provides actionable intelligence to sales makers to help drive revenue and mitigate client risk
-Coordinates SecureWorks resources to resolve client delivery issues
-Accountable for Net Promoter scores within the book of business
-Provides actionable feedback to product and engineering teams to improve service products
-Accountable for service line and client level retention

As a managed security provider, SecureWorks expects its employees to understand and apply commonly known security practices and possess a working knowledge of applicable industry controls such as NIST 800-53. Employees will be expected to acknowledge their security responsibilities in writing prior to gaining access to company systems. Employees will be required to maintain a working knowledge of local security policies and execute general controls as assigned.

-Minimum of 4 years of experience in a customer facing role (Business Development, Account Management, Client Delivery)
-Minimum of 2 years of cyber security experience

-Industry certification in cyber security such as CISSP, CBCP, MSCS (Qualifications may be waived with a demonstrated account management background)
-If waiver is applied candidate will be required to obtain a certification within eighteen months of hire date
-Bachelor's degree preferred
-Has boardroom/executive presence
-Proficiency working with C level resources
-Ability to work in a matrixed environment is a must
-Experience influencing or driving net promoter scores

This is a remote position but could require as much as 40% travel.

Secureworks is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. Secureworks encourages applicants of all ages.


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