This position will be fully remote and can be hired anywhere in the continental U.S.

The Client Experience & Loyalty manager will drive the strategic development, operational execution and ongoing client experience lifecycle to increase customer satisfaction, loyalty, and lifetime value, as well as reduce churn. This role sits at the intersection of marketing, sales, service, and revenue operations, collaborating across internal teams to deliver go-to-market programs and the Optiv Promise. The primary goal is to build long-term relationships with clients to develop ongoing business and increase client satisfaction.

How you'll make an impact

In partnership with the GTM team, own the voice of the client across all channels and touchpoints and serve as the point of contact for high-value or at-risk clients
Manage client satisfaction surveys. Use data to drive continuous improvement in client interactions and service delivery
Build an ongoing feedback framework to collect and assess feedback and provide ongoing improvements
Increase referral rate, i.e., client's willingness to recommend/refer Optiv
Expand existing Client Loyalty program to improve lifetime experience
Analyze customer data to track client behavior preferences and feedback to identify trends and opportunities
Foster a culture centered around client advocacy, responsiveness, and continuous improvement
Collaborate with enablement teams to ensure alignment of training offerings
Partner with finance and revenue teams to understand ROI of client retention strategies
In partnership with Sales and Enablement, operationalize and track the Optiv Promise
In partnership with the Portfolio Manager, stay on top of industry trends, technology, and client requirements to inform strategic direction
Monitor client engagement trends to identify attrition risks early
Implement best practices for onboarding, adoption, and customer lifecycle management
Collaborate with Marketing to provide recommendations on client events and provide executive support
Collaborate with Client Advisory teams to receive client feedback on existing offerings, understand customer adoption and client satisfaction, receiving and managing field feedback
Performs other duties as assigned
Complies with all policies and standards

What we're looking for

Bachelor's Degree preferred or a related field
4-7 years proven customer-facing sales, relationship management, escalation management, or customer success experience, preferably within the cybersecurity industry
Confident leading meetings with external executive stakeholders, making and influencing decisions, documenting progress, and resolving issues quickly and collaboratively
Familiarity with Salesforce Reporting, Dashboards, CPQ, and Opportunities is preferred
Experience in untangling complex processes, and providing succinct, data-driven recommendations to leaders
Proven success in building and maintaining relationships with senior leaders
Ability to clearly articulate information into simple, digestible, and actionable messages across all levels of the company, including the executive team, and bring people on the journey

#LI-SM

#LI-Remote

What you can expect from Optiv

A company committed to championing Diversity, Equality, and Inclusion through our Employee Resource Groups.
Work/life balance
Professional training resources
Creative problem-solving and the ability to tackle unique, complex projects
Volunteer Opportunities. "Optiv Chips In" encourages employees to volunteer and engage with their teams and communities.
The ability and technology necessary to productively work remotely/from home (where applicable)

EEO Statement

Optiv is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity or expression, sexual orientation, pregnancy, age 40 and over, marital status, genetic information, national origin, status as an individual with a disability, military or veteran status, or any other basis protected by federal, state, or local law.

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Optiv Security, Inc.

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Client Experience and Loyalty Manager | Remote, USA

Client Experience and Loyalty Manager | Remote, USA

Client Experience and Loyalty Manager | Remote, USA