Optiv · 3 weeks ago
Client Experience and Loyalty Manager | Remote, USA
United States
Full-time
Remote
Mid, Senior Level
4+ years expOptiv Security Inc. is a company focused on enhancing client relationships and satisfaction. The Client Experience & Loyalty Manager will drive strategic development and operational execution to improve client satisfaction, loyalty, and lifetime value while reducing churn.
ConsultingTraining
Responsibilities
In partnership with the GTM team, own the voice of the client across all channels and touchpoints and serve as the point of contact for high-value or at-risk clients
Manage client satisfaction surveys. Use data to drive continuous improvement in client interactions and service delivery
Build an ongoing feedback framework to collect and assess feedback and provide ongoing improvements
Increase referral rate, i.e., client’s willingness to recommend/refer Optiv
Expand existing Client Loyalty program to improve lifetime experience
Analyze customer data to track client behavior preferences and feedback to identify trends and opportunities
Foster a culture centered around client advocacy, responsiveness, and continuous improvement
Collaborate with enablement teams to ensure alignment of training offerings
Partner with finance and revenue teams to understand ROI of client retention strategies
In partnership with Sales and Enablement, operationalize and track the Optiv Promise
In partnership with the Portfolio Manager, stay on top of industry trends, technology, and client requirements to inform strategic direction
Monitor client engagement trends to identify attrition risks early
Implement best practices for onboarding, adoption, and customer lifecycle management
Collaborate with Marketing to provide recommendations on client events and provide executive support
Collaborate with Client Advisory teams to receive client feedback on existing offerings, understand customer adoption and client satisfaction, receiving and managing field feedback
Performs other duties as assigned
Complies with all policies and standards
Qualification
Required
Bachelor's Degree preferred or a related field
4-7 years proven customer-facing sales, relationship management, escalation management, or customer success experience, preferably within the cybersecurity industry
Confident leading meetings with external executive stakeholders, making and influencing decisions, documenting progress, and resolving issues quickly and collaboratively
Experience in untangling complex processes, and providing succinct, data-driven recommendations to leaders
Proven success in building and maintaining relationships with senior leaders
Ability to clearly articulate information into simple, digestible, and actionable messages across all levels of the company, including the executive team, and bring people on the journey
Preferred
Familiarity with Salesforce Reporting, Dashboards, CPQ, and Opportunities is preferred
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)
Company
Optiv
Optiv is a cyber security solutions provider in North America that help clients plan, build and run successful cyber security programs.
1001-5000 employees
H1B Sponsorship
Optiv has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (8)
2023 (9)
2022 (11)
2021 (20)
2020 (12)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
CVC Capital PartnersSverica Capital
2023-05-31Debt Financing
2017-01-01Series Unknown
2016-12-05Acquired
Leadership Team
Julie Talbot-Hubbard
Senior Vice President, Cyber Protection and Identity
James Turgal
Vice President, Cyber Risk, Strategy & Board Relations
Recent News
MarketScreener
2025-11-12
Company data provided by crunchbase