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Client Experience Manager

ZeroFOX

ZeroFOX

Portland, OR, USA
Posted on Tuesday, March 19, 2024
OPPORTUNITY OVERVIEW
IDX, a ZeroFox company, seeks dynamic individual to fill the role of Client Experience Manager. In this multifaceted position, you will be responsible for building and maintaining strong post-sales relationships with a diverse range of clients across the breach notification industry. Additionally, you will provide essential support to our Project Management team, ensuring efficient operations and exceptional client service in a fast-paced environment. This includes handling project administration duties, managing client and internal reporting, assisting with escalation management, and ensuring efficient operation of systems and processes.
As a Client Experience Manager, you will work closely with Breach Response Project Managers to ensure successful and time-sensitive project planning, implementation, and reporting on contracted breach response services. Your primary responsibility will be to provide essential support in implementing breach response programs with clients, leveraging your expertise in data breach and identity theft concepts, practices, and procedures. This role demands sound judgment, discretion, and a commitment to professionalism as you collaborate with the Sales team to address client issues effectively and efficiently.
If you are a proactive individual with a passion for client success and project support, we encourage you to apply for this exciting opportunity. Join us in driving client satisfaction and operational excellence in a dynamic and rewarding environment.

Role and responsibilities

  • Partner effectively with clients and internal stakeholders on projects of varying sizes to ensure their success with our products and services.
  • Deliver consistent, high-quality engagement to clients, serving as a trusted advisor and support contact.
  • Track and report post launch project status to internal and external stakeholders.
  • Provide project reporting to internal and external stakeholders.
  • Coordinate project activities on multiple projects simultaneously
  • Collaborate with internal teams to streamline client experiences and drive operational enhancements.
  • Attend call reviews and manage escalations.
  • Act as a liaison with our vendors for project set up, monitoring, and client requests.
  • Collaborate with internal teams to streamline client experiences and drive operational enhancements.
  • Approve vendor invoices and obtain vendor estimates and compare them to pricing model estimates.
  • Perform other duties as assigned

Required qualifications and skills

  • Experience working in a client / customer service environment, typically obtained in 2+ years.
  • Strong organizational and time management skills.
  • Excellent verbal and written communication skills.
  • Client service orientation with a belief in teamwork and collaboration.
  • Demonstrated success in driving client satisfaction and retention in a high volume, fast-paced environment.
  • Skilled in Microsoft Excel, Salesforce account data management, file transfer applications.
  • Ability to maintain flexible working hours, at times requiring evening, weekend, or distance work in support of regulated deadlines.
  • Willingness to continually upgrade knowledge and understanding of the breach management and privacy practices.

Desired qualifications and skills

  • Bachelor's degree in relevant fields
  • Past experience in a client-based services environment, including project coordination responsibility for service engagements

Benefits

  • Competitive compensation
  • Community-driven culture with employee events
  • Generous time off
  • Comprehensive health benefits & 401(k) plan
  • Fun, modern workplace
  • Respectful and nourishing work environment, where every opinion is heard and everyone is encouraged to be an active part of the organizational culture

Interested?

  • Ready to apply? Visit us at https://www.zerofox.com/careers to find out more and join the best team in the security industry.
  • Not ready to apply? Email careers_at_zerofox_dot_com to speak with a member of the team!

Other

  • This position may entail up to 10% travel
  • This role is based out of our office in Beaverton, OR.
  • This role requires occasional work on nights and weekends as needed.
ABOUT ZEROFOX
ZeroFox’s mission is clear: we protect customers - their data, their assets and their people - across the internet. Through AI-powered technology, global intelligence collection and services provided by a team of expert analysts and threat hunters, we give customers the protection and intelligence needed to disrupt a new era of attacks on the surface, deep and dark web. Now is a great time to join the Fox Den: with $150M+ in funding to date, recognition from Forrester as best-in-class in brand intelligence and numerous awards and honors, joining the ZeroFox team means joining a culture that is committed to excellence and growth. That means committing to the success of each of our employees so you can be the best version of yourself on the best team. If you’re ready to join a team that is mission-oriented, customer-focused, collaborative and dedicated, you’ve come to the right place.
Equal Opportunity, Diversity & Inclusion
We aim to build a team that represents a variety of backgrounds, perspectives, and skills. We embrace inclusion and ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, military or veteran status, or any other personal characteristic.