Client Engagement Manager Cyber Incident Response

Cognicion LLC, a boutique eDiscovery services and information management provider is actively recruiting a highly motivated Client Engagement Manager with specific Cyber Incident Response experience to develop, enhance, and retain CIR client relationships. This role will drive increased revenue and profit through marketing of Cognicion's CIR service line offerings, identifying opportunities and prospects, and leading client engagement. Assists with new client onboarding and helps ensure ongoing client satisfaction.

RESPONSIBILITIES AND ACCOUNTABILITIES: 

1. Identifies targets and opportunities for CIR service line growth, upselling, and cross-selling of services. Drives increased revenue and profit by selling directly to prospects and clients. Collaborates with Director in developing and executing targeted outreach efforts.
2. Establishes and cultivates strategic CIR partnerships and alliances with law firms, non-competing cyber companies, and insurance carriers to expand sources of new CIR project work.
3. Leads the development and execution of strategies to secure various panel positions with multiple cyber insurance carriers. Demonstrates experience with and an understanding of the different panel options that insurance carriers maintain to successfully position Cognicion for approval to provide CIR services.
4. Collaborates with Business Development team and others to ensure consistent messaging of CIR services and drive future client engagement. Demonstrates effective, professional communication when discussing CIR services with prospects and clients.
5. Helps develop and oversee CIR marketing materials for internal and external use.
6. Builds rapport with current and prospective clients to help ensure satisfaction and drive retention.
7. Understands client needs and acts as a main point of contact for client inquiries. Provides information about service line offerings and guidance on how to best utilize them effectively. Assists in resolving or escalating problems, as appropriate.
8. Tracks CIR client interactions and outcomes. Maintains current understanding of client preferences and experiences. Analyzes, reports, and provides recommendation regarding key CIR satisfaction metrics.
9. Collaborates with company leadership to recommend, develop, and implement strategies for enhancing CIR client engagement.
10. Assists with new CIR client onboarding to ensure a smooth transition of matters.

QUALIFICATIONS

• Bachelor's degree in Business, Communications or similar focus, and 2 years’ experience working in a law firm or other client services, consulting, client relations, or sales organization, or equivalent combination of education and work experience.
• Experience in or knowledge of Cyber Incident Response, eDiscovery lifecycle, data mining, document review or other data management environment preferred.

TECHNICAL SKILLS AND EXPERIENCE

• Strong working knowledge in Microsoft Office Products
• Proficiency in CRM systems and communication platforms preferred.
• Understanding of eDiscovery technologies (Relativity, Everlaw, Brainspace, etc.) or any complimentary technology in the fields of Data Privacy, Cyber Security, or Computer Forensics preferred.

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