Customer Success Manager tasked with managing IT services and customer relationships post sale for colocation and cloud solutions. Ensuring value and engagement to drive renewals and expansion.
About the role
- Client Success Specialist at Optiv managing renewals and client relationships in cybersecurity solutions. Responsible for driving engagement and retention with B2B clients across the United States.
Responsibilities
- Own and coordinate all aspects of the sales cycle within assigned accounts
- Build and execute account management plans to drive sales velocity
- Expertly communicate the value proposition of Optiv’s cybersecurity technologies, services, and expertise
- Build and maintain strong relationships with clients and key executive stakeholders
- Maintain a 90% renewal retention rate and consistently achieve assigned sales goals and quotas
- Act as a liaison between clients, vendors, technical teams, and internal stakeholders
- Manage and support recurring renewal and maintenance contracts
- Proactively generate renewal quotes, process orders, and assist with pricing strategies
- Determine gross margin objectives and recommend optimal pricing approaches
- Educate clients on contractual terms, renewal timelines, product updates, upcoming launches, and financing options
- Assist in selling master renewal programs across the client base
- Manage assets, contracts, RMAs, and renewal touchpoints throughout the contract lifecycle
- Monitor and mediate client communications to ensure satisfaction and issue resolution
- Identify upsell opportunities including refreshes, add-ons, and services
- Assist with client business reviews, satisfaction assessments, and identification of pain points
- Coordinate technical resources for product demonstrations and proof-of-concepts
- Aggregate system and performance data for client presentations and reporting
- Provide ad hoc reporting and support Optiv initiatives as required
- Ensure compliance with all company policies and standards
Requirements
- Associate’s degree (A.A.) or equivalent experience preferred
- 2 years of Business-to-Business (B2B) sales and/or client services experience required
- Prior experience managing renewal contracts preferred
- Experience in the technology or IT industry preferred
- Prior experience as an SDR, CSM, or AE valued but not required
- Proven track record of meeting or exceeding sales quotas
- Intermediate proficiency in Microsoft Outlook, Word, and Excel
- Ability to prioritize and execute in a fast-paced, request-driven environment
- Strong ability to work cross-functionally with sales, technical, and support teams
- Demonstrated success building productive relationships with executives and key decision-makers
- Experience researching, initiating, and cultivating business relationships
- Ability to cold call and cold email to generate meetings and advance sales cycles
- Strong understanding of IT infrastructure, cybersecurity solutions, and competitive landscapes
- Familiarity with technology partners, distribution channels, and consulting services
- Knowledge of financing solutions for multi-year hardware, software, and services deals
- Proficiency with CRM platforms (Salesforce preferred)
- Excellent presentation, verbal, written, and listening communication skills
- Highly organized, detail-oriented, and capable of managing multiple priorities
- Self-starter comfortable working independently in a remote or hybrid environment
Benefits
- 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)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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