appNovi, Inc (A Fenix24 Company)

Manager

• Lead, mentor, and support a team of Endpoint Engineers to ensure high performance and professional growth
• Oversee daily operations and service delivery for endpoint protection platforms across multiple client environments
• Implement and maintain standard processes, technical documentation, and best practices
• Manage client escalations, ensuring timely and clear communication
• Collaborate with cross-functional teams to align endpoint services with broader security and business objectives
• Monitor operational metrics and drive continuous improvements in service quality and efficiency
• Support major incident response efforts by coordinating engineering activities and providing technical oversight
• Participate in an on-call rotation

Endpoint Services Manager

Customer Success Manager

• Design, implement and manage customer success workflows to drive efficiency and consistency in service delivery
• Collaborate cross functionally to develop playbooks and standard operating procedures (SOPs) for onboarding, renewals, escalations and risk mitigation
• Develop and maintain customer health scores and retention dashboards using tools like SurveyMonkey and Salesforce
• Provide data driven insights to Customer Success Managers (CSMs) to proactively address churn risks and identify expansion opportunities
• Create, track and report on all Managed Protection services to ensure clients are receiving maximum value
• Own and optimize CS technology stack to enhance customer interactions and reporting
• Work with Business Intelligence teams to integrate data sources and improve automation of key processes
• Partner with our battalions to ensure a seamless customer experience from onboarding to renewal
• Develop and deliver training and best practices for CSMs on tools, workflows and customer engagement strategies
• Support leadership with quarterly business reviews
• Additional responsibilities as assigned.

Customer Success Operations Manager

Security Engineer

• Identifying, hardening, and remediating security vulnerabilities in IT systems
• Working clients to migrate and implement infrastructure solutions, including storage, Windows/Linux servers, VPNs, Windows and MAC endpoints, and mobile devices
• Configuring and migrating tools such as CyberArk, CrowdStrike IDP, Absolute Secure Access VPN, Silverfort, Secret Server and DUO
• Acting as a consultant and subject matter expert in a customer-facing capacity
• Leading client conversations and perform security assessments
• Implementing security solutions and identifying areas of improvement
• Harden infrastructure solutions, including storage, servers, VPNs, endpoints, and mobile devices
• Perform security assessments and implement effective security solutions
• Collaborate with clients, partners, and vendors to ensure secure and successful solution deployments

Endpoint Services Manager

Customer Success Operations Manager

Cybersecurity Engineer