Practice Manager

Reporting to the Sr. Director of Customer Experience, the Practice Manager is responsible for leading a team of professional services consultants and customer success professionals who develop and manage phishing defense programs for their assigned client portfolio via Cofense's Intelligent Email Security 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, continuous 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 mindset, constructive feedback, and continuous learning.
• Organize and manage the team's goals, activities, priorities, and account plans that ensure early delivery of value to Cofense's customers and stakeholders through regular inspection and proactive risk management.
• Partner on various strategic business initiatives across the organization.
• Engage with Cofense 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 gain new business, including forecasting customer churn and helping identify new product and service upsell opportunities.
• Service as an escalation point for your team members and assigned customers and act as Cofense's leadership presence and support customers, as necessary.

• 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, onboard, train, develop and coach direct reports.

• Maintain a client case load, as needed, to support the business.
• Oversee the building and implementation of effective phishing training, awareness and education programs for Cofense customers based upon their current security environment.
• Oversee 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 current 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 security posture.
• Coordinate customer-focused activities to ensure successful product implementation and usage.
• Assist with all regional client satisfaction issues and engage directly with the client as needed.
• Engage the sales team often and keep 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.

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

• 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 all 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 security products.
• Strong resource management, leadership and coaching skills.
• Successful track record of working with enterprise level customers.

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