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Director - Customer Success, SCRM

Fortress Information Security
Orlando, FL Remote Full Time
POSTED ON 10/27/2022 CLOSED ON 11/13/2022

Job Posting for Director - Customer Success, SCRM at Fortress Information Security

Director - Customer Success, SCRM

Why work at Fortress?
Fortress Information Security is one of the largest providers of supply chain risk management and cybersecurity/vulnerability risk management in the United States. The Fortress team consists of security experts who are recognized leaders on industry best practices and processes. Fortress is headquartered in Orlando, FL.

Fortress was recognized as one of Orlando’s 2019 Best Places to Work. Our organization was also recently published in Forbes magazine, among several other publications and recognized for our efforts in securing the U.S. power grid.
We deliver our customers peace of mind every day by helping them protect the critical business assets they value most! Fortress has an immediate opening for a Director – Supply Chain Risk Management to join our Supply Chain Risk Management (SCRM) team. This position can be based in Orlando (FL), or remotely, and will report to senior Fortress management.
The Director – Supply Chain Risk Management will work with Internal and external stakeholders to oversee the team performing cyber security risk assessment activities. These activities include, but are not limited to, reviewing, and analyzing responses to security questionnaires, meeting with client business owners, and identifying/linking related objects (contracts, legal vendor names, service locations, etc.) in a timely manner. You will be accountable for the team’s performance and ensure that client satisfaction and SLAs are met.
Role and responsibilities:
Risk Management
  • Collaborate with internal partners and third parties to enhance, mitigate, and resolve third party risks.
  • Lead team members to identify and report on new and emerging security risk and risk trends, including participating in risk remediation solution discussions and recommending updates to policy and standards.
  • Develop and refine enterprise policy, standards, and procedures.
Client Leadership
  • Ultimate responsibility for the health of the day-to-day client relationship
  • Lead strategic conversations with customers to align our platform as a solution to their business challenges and goals with the intent to renew and expand the partnership.
  • Work with colleagues to continuously improve the customer journey and develop the tools and templates to ensure the CS team employs best practices. Support fellow colleagues in solving new challenges across customers.
  • Facilitate QBRs; ensure QBR requirements are met
  • Ensure the OCR is actively managed, updated and distributed weekly, and FIS is meeting commitments
  • Monitor team performance daily; address areas of concern when KPIs indicate that SLAs may be in danger of not being met
  • Communicate any delays or issues to VPs
  • Ensure adequate training for new team members assigned to clients
  • Review monthly token statements for accuracy and ensure timely distribution to client (within 2 business days)
  • Ensure monthly revenue reporting is accurate within 2 business days post month end (deadline business day 2 monthly)
People Leadership
  • Communicates company goals, priorities, and deadlines to the team.
  • Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks.
  • Provides career coaching and feedback to assigned team members.
  • Conducts team meetings to update members on best practices and continuing expectations.
  • Provides help to executive leadership, including hiring and training, and keeps management updated on team performance.
General Duties
  • Consistently deliver on assigned workload, commitments, deadlines, and objectives while following established service level agreements in scope and leveraging appropriate tools, methods, frameworks, and professional standards.
  • Continuously demonstrate the ability to work with minimal oversight while representing the services of the department with the highest level of professionalism.
  • Represent Fortress as a key point of contact to our Clients and their third parties.
  • Assist sales team in key client pursuits providing subject matter expertise.
  • Assist marketing team in thought leadership and other expertise driven marketing initiatives.
  • Assist product management team with developing and prioritizing system features.
Required Qualifications:
  • MUST HAVE at least 10 years of proven working experience in operational risk management, information security, cyber security, IT Audit, crisis management, security standards/ assessments, or risk management.
  • MUST HAVE at least 5 years of proven working experience focused on internal controls, supply chain or third-party risk management.
  • At least 2 years of people leadership experience (managing staff, providing feedback, setting goals and responsibilities for team members).
  • Technical experience in a customer/client-facing environment.
  • Solid understanding of risk management concepts, particularly related to third party risk management, information security, IT general controls, and basic audit terminology and concepts.
  • Understanding of compliance, fraud, and risk mitigation frameworks.
  • Demonstrated professional communication and client relationship skills.
  • Attention to detail, sound judgement, logical thinking, and proven ability to follow established scripts/consistency models, drive tasks to completion, meet deadlines in a fast-paced environment, and adapt to changing business environment with periodic supervision.
  • Strong computer skills, including MS Office and Google products (e.g., Word, Excel, Gmail) and other business software.
  • Track record of being a top performer.
  • Ability to effectively manage multiple tasks simultaneously.
Required Education:
  • Bachelor’s degree with technical/STEM focus required (e.g., information technology, computer science, management information systems).
Preferred Qualifications:
  • Certification in security or risk management (CTPRP, CRISC, CISA, CISSP, etc).
  • Big 4 experience.
  • Experience working in highly regulated industries, such as financial services, energy, and/or healthcare.
  • Excellent academic credentials.
  • Proven experience effectively prioritizing schedule and flexing workload to meet tight deadlines and challenging work objectives.
  • Ambition, drive, clear vision and a great attitude.
Employment Benefits:
  • Highly competitive pay structure
  • Medical, dental, vision, life, short- and long-term disability insurance
  • HIGHLY PROGRESSIVE accommodations for dependents and family plans
  • 401(k)
  • 3-weeks annual PTO
  • Paid holidays
  • Tuition and certification reimbursement opportunities
Employment Perks:
  • We promote from within and provide great employee succession planning
  • Great Ongoing Learning and Development opportunities offered for certifications and tuition reimbursement
  • Employee Referral Programs
  • Company Sponsored Events
  • Casual dress daily
Fortress is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local law.

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
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