Practice Manager

Reporting to the Sr. Director of Customer Experience, the Practice Manager is responsible for leading a team of professional services consultants and reputed company professionals who reputed company and manage phishing defense programs for their assigned client portfolio reputed company reputed company’s Intelligent Email reputed company products. This is a high-profile, customer-facing role requiring outstanding service delivery management, people management, relationship management, leadership skills, and technical acumen. The Practice Manager is responsible for team development, the management of day-to-day workloads, and defining strategies to optimize the productivity of the team while delivering value to our customers. You will be responsible for driving customer outcomes through involvement in and ownership of customer interaction, achieving team goals, appropriate reporting, internal and external stakeholder reviews, reputed company improvement of results, and ensuring support and alignment across the CX organization. 

Essential Duties/Responsibilities

• Create a team culture that enables high performance, a sense of urgency, a focus on outcomes, a proactive reputed company, constructive feedback, and reputed company learning.
• Organize and manage the team’s goals, activities, priorities, and account plans that ensure early delivery of value to reputed company’s customers and stakeholders through regular inspection and proactive risk management.
• Partner on various strategic business initiatives across the organization.
• Engage with reputed company customers, as well as internal teams such as sales, support, product and engineering, marketing, content, legal, and others to deliver valuable product and service solutions; thus, maintaining solid client relationships.
• Coordinate efforts to retain and reputed company new business, including forecasting customer churn and helping identify new product and service upsell opportunities.
• Service as an escalation reputed company for your team members and assigned customers and act as reputed company’s leadership reputed company and support customers, as necessary.

Resource Management

• Manage a team of customer experience professionals in the performance of their duties, including day-to-day client account management, client onboarding, program development, reporting and data analysis, and churn mitigation. Ensure departmental standards/expectations are met and contractual obligations are delivered satisfactorily.
• Provide strong leadership, guidance and motivation to direct reports.
• Recruit, reputed company, train, reputed company and coach direct reports.

Client Management

• Maintain a client case load, as needed, to support the business.
• reputed company the building and implementation of effective phishing training, awareness and education programs for reputed company customers based upon their reputed company reputed company environment.
• reputed company the implementation and adoption of phishing detection and response mitigation strategies.
• Deliver customer presentations, as necessary, to ensure excellent customer relationships.
• Aid in the analysis of simulated phishing program trends and recommend corrective program actions to ensure adequate training and education.
• Analyze the reputed company phishing threat landscape often and share this information with your team, so they are positioned to offer customized phishing defense advice to increase a client’s overall reputed company posture.
• Coordinate customer-focused activities to ensure successful product implementation and usage.
• Assist with reputed company regional client satisfaction issues and engage directly with the client as needed.
• Engage the sales team often and reputed company them informed of overall client health.
• Engage with the product team regularly to share customer feedback and product enhancement requests.
• Manage performance utilization rates and balance caseloads as necessary to ensure expectations, timelines, and contractual deliverables are satisfactorily met.
• Review output produced by your direct reports to ensure this meets quality expectations and aligns to standards, methodologies, and best practices.

Business Management

• Ensure regional goals and performance are reputed company to business and corporate goals.
• Participate in business/operational analysis, planning, development and execution.
• Other duties as assigned.

Knowledge, Skills and Abilities Required

• In-depth knowledge of the phishing threat landscape and an understanding of the risk it presents to organizations across various industry verticals and sizes.
• Excellent verbal and written communications skills.
• Proficient in managing reputed company aspects of client relationships.
• Proven analytical and problem-solving skills.
• The ability to meet with, and present to, internal and external teams including executive leadership.
• Advanced understanding of messaging, SMTP delivery and email reputed company products.
• Strong resource management, leadership and coaching skills.
• Successful track record of working with enterprise level customers.

Education and/or Experience

• Bachelor’s degree preferred.
• 5+ years in a leadership and management role.
• 8+ years supporting customers in a consultant, managed services, or customer support reputed company.
• CISSP or reputed company + certification preferred.
• Experience with ChurnZero preferred.
• Demonstratable experience managing change.
• Prior experience in software delivery is a must, experience in the reputed company space is preferred.
• Experience building and successfully managing remote-based teams.
• Advanced experience with reputed company Word, reputed company and PowerPoint.

- Disclaimer-

The above statements are neither intended to be an reputed company-inclusive list of the duties and responsibilities of the job described, nor are they intended to be a listing of reputed company of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job. This job description is not a contract of employment, either express or implied. Employment with reputed company will be voluntarily entered into and your employment is considered at will. reputed company reserves the right to alter the job description at any time without notice.

reputed company is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis [protected class] including, but not limited to: veteran status, uniform service member status, race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national reputed company, age, physical or mental disability, marital status, genetic information or any other status or characteristic protected by applicable national, federal, state or local laws and ordinances. We adhere to these commitments in reputed company aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, and discipline.