Lead CSSP Customer Engagement Manager

The Lead CSSP Customer Engagement Manager heads the Customer Engagement Team, which plays a crucial role in managing the interface between cybersecurity services and subscribers. The manager ensures efficient and effective customer interactions, aligns services with both compliance standards and service needs, and maintains support throughout the service lifecycle to ensure high levels of customer satisfaction. The role requires a deep understanding of cybersecurity service provision, excellent leadership skills, and strong communication abilities, all crucial for ensuring service delivery and compliance with evolving DoD requirements.

Key Responsibilities:

• Develop strategic direction for the Customer Engagement Team to enhance planning and execution of tasks and projects.
• Monitor DoD requirements impacting the subscriber base and guide the team for timely compliance and adjustments.
• Maintain and update annual documentation, agreements, and templates to meet subscriber needs and ensure alignment with regulatory standards.
• Lead the response to new inquiries for cybersecurity services, providing accurate guidance and facilitating the service alignment process.
• Ensure swift receipt of service inquiries and collaborate with customer contacts to establish database records for tracking workflow processes.
• Oversee the creation and delivery of formal support agreements and service quotes for prospective customers.
• Guide the initiation and monitoring of operational services, ensuring complete establishment through the automated alignment tool.
• Provide ongoing support to subscribers post-service alignment to ensure sustained service delivery.
• Attend leadership and subscriber briefings; generate reports on subscriber alignment, status updates, and track outstanding funding.
• Manage customer data and facilitate the annual service renewal process.

Required Skills and Qualifications:

• Security Clearance Required: Secret
• Education Required: Bachelor's Degree (related field preferred)
• Experience Required: Minimum of 6 years
• Extensive experience in team leadership and management within a cybersecurity environment
• Comprehensive understanding of CSSP operations and service offerings
• Proven ability to manage projects and tasks effectively

Preferred Qualifications:

• Experience with DoD cybersecurity requirements and compliance
• Proven track record in enhancing customer engagement and satisfaction

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), national origin, disability, veteran status, age, genetic information, or other legally protected status.