Role and responsibilities

• Manage breach response service engagements and new customer implementations utilizing internal IDX and vendor resources
• Clearly define customer requirements and respond effectively and efficiently during pre-implementation and throughout engagement. Communicate those requirements into written record internally
• Maintain and grow the relationship between IDX and customers; work closely with other internal departments to ensure client satisfaction on all levels
• Accurately relay IDX product and process information to customers
• Analyze situations carefully and adopt effective courses of action
• Implement custom client support (websites, call center) for breach response customers
• Review and update Salesforce data for account accuracy and consistency
• Submit customer invoicing to Accounting
• Validate and approve vendor invoices
• Analyze customer data and perform data work for breach notification mailings and client reporting purposes
• Interpret verbal communication into effective written record, e.g. contracts, reports and other professional letters, memoranda, and documents
• Build relationships and trust with customers
• Interface with customers in ongoing defining of requirements, determining resource allocation, and setting expectations with the customer on these matters
• Use sound judgment and discretion to support departmental goals
• Work with Sales to respond to issues by providing accurate and timely feedback while consistently demonstrating a high level of professionalism as a representative of IDX
• Ensure successful program implementation with customers
• Perform other duties as assigned

Required qualifications and skills

• Work experience in a customer-based services environment, including project management responsibility for service engagements, typically obtained in 2-3 years
• Excellent verbal and written communication skills and ability to deal with sensitive, confidential, and urgent issues; ability to present information in a thorough, factual, and organized manner
• Ability to process, disseminate, and respond to information in a high pressure, high stress environment
• Effectiveness at building collaborative relationships and working effectively with internal departments, clients, vendors, management, and peers
• Highly proficient computer skills to include Word, Excel and Outlook, including experience utilizing Excel formulas
• Superior administrative skills to include good organizational ability and attention to detail
• Strong customer service orientation
• Familiarity with identity theft, a variety of data breach and identity theft concepts, practices, and procedures, including but not limited to: privacy concepts, victim restoration, relevant laws, and compliance issues
• IDX product knowledge is a huge plus
• Ability to work under pressure, dealing with multiple concurrent implementation and support issues
• Familiarity with a variety of data breach and identity theft concepts, practices, and procedures, including but not limited to: victim restoration, relevant laws, and privacy and compliance issues affecting breach clients.
• Ability to maintain flexible working hours, at times requiring evening, weekend, or distance work
• Independent and creative problem solving
• Willingness to continually upgrade knowledge and understanding of the breach management and privacy practices
• Financial aptitude to assist in pricing and expense tracking
• Ability to visit customers and travel as required
• Bachelor’s degree in related field, preferred

Benefits

• Competitive compensation
• Comprehensive health benefits & 401(k) plan
• Holidays, Volunteer days, and generous PTO
• Community-driven 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!