Personified

Account Manager

• Set strategy and goals: Develop and implement the overall customer success strategy
• Drive revenue growth: Focus on increasing renewal rates and revenue through upsells and cross-sells
• Define and lead the long-term strategy for account management and technical program management
• Serve as the ultimate backstop for client issues
• Establish and maintain strong relationships with key clients
• Lead and develop the team: Recruit, hire, train, and mentor customer success and account managers
• Establish operational rigor: Implement and scale processes for customer onboarding, adoption, renewals, and support
• Track and report on performance: Establish systems for tracking key metrics
• Champion the "voice of the customer": Represent customer needs and feedback in leadership meetings
• Standardize work product, establishing consistent processes, documentation, and success metrics
• Oversee coordination of contractor and vendor work
• Define and implement best practices and methodologies for project management across the organization
• Collaborate with Finance and Operations leadership to align project capacity, staffing, and forecasting

VP, Account Management

Chief Technology Officer

• Partner with the CEO to define and execute Personified’s technical and cybersecurity roadmap.
• Align our service offerings with client needs, industry trends, and mission-driven impact.
• Represent and own Personified’s technology vision internally and externally.
• Lead and scale day-to-day MSP operations including IT support, infrastructure, security, and cloud services.
• Ensure exceptional service delivery to clients, with strong focus on responsiveness, reliability, and user experience.
• Maintain and evolve our internal systems and tools to support efficient workflows and service quality.
• Oversee high-priority, cross-functional client projects, ensuring they are delivered on time and within scope.
• Standardize and continuously improve project management methodologies across the org.
• Act as a senior resource for client escalations, complex technical challenges, or sensitive engagements.
• Ensure clients’ systems meet high standards of cybersecurity, compliance, and data protection.
• Support and strengthen Personified’s own internal security posture and risk mitigation strategies.
• Identify and implement tools, workflows, and processes that increase efficiency, reduce friction, and scale well.
• Track key operational metrics to drive performance and client satisfaction.
• Other executive duties as needed.

Learning and Development

• Prepare customized training decks for client-facing security sessions.
• Host and co-present client security trainings alongside Personified team members.
• Update and maintain training materials for usability-focused topics, including 1Password, data retention, and passkeys.
• Collaborate with internal stakeholders to ensure training materials reflect current best practices and client environments.
• Adapt content and presentation style to suit a variety of audiences and technical comfort levels.
• Contribute to ongoing improvements in how we deliver and measure the impact of our training programs.

Training Specialist

Business Development Rep

• Actively contribute to and execute the overall partnership strategy, identifying, evaluating, and prioritizing opportunities through in-depth market research.
• Develop lead-gen targeting lists and conduct outbound to drive new client acquisition.
• Independently manage the full lifecycle of assigned partnerships, from initial prospect calls to the proposal and pitch process through contracting.
• Help develop and draft memos, proposals, pitch decks, and related collateral in collaboration with Partnership team, delivering first-rate materials that target an audience of C-Suite executives.
• Build and maintain strong, collaborative relationships with key decision-makers at prospective client organizations throughout the acquisition process, serving as their primary point of contact from initial outreach through contract execution.
• Lead negotiations for standard partnership agreements, securing mutually beneficial terms with Director oversight for complex deals.
• Regularly track, analyze, and report on partnership KPIs, identifying trends, generating insights, and recommending optimizations.
• Own and maintain accurate partnership information within the CRM, including deal stages, communications, and renewal tracking.
• Actively participate in industry events and networking functions to build brand awareness and expand the partnership pipeline.
• Collaborate closely with internal teams, including client managers, operations, and technical staff, to ensure smooth handoffs, onboarding, and alignment through the client journey.
• Proactively identify and implement improvements to internal workflows, documentation, and standard operating procedures.
• Contribute to a collaborative and inclusive team culture, with the potential to take on staff management responsibilities as the Partnerships team grows.

Business Development Manager

Project Manager

• Serve as the account manager and primary point of contact for mission-driven clients, building trust through clear, proactive, flexible, and patient support while ensuring client IT and digital security needs are met.
• Drive successful client onboarding, ensuring internal teams are aligned and ready to deliver value from day one.
• Facilitate effective communication across internal teams and client stakeholders through regular check-ins and clear written communications.
• Ensure clients receive services within their agreed scope of work while identifying opportunities for service expansion in alignment with client needs and goals.
• Analyze client tickets and calls to identify patterns, proactively propose solutions, and recommend improvements.
• Lead and manage complex technical client service projects from scoping through execution, ensuring all deliverables are met on time and within scope.
• Oversee project planning, timeline management, and coordination across internal teams and external stakeholders to ensure priorities, capacity, and timelines are aligned.
• Maintain meticulous records of projects, deliverables, and needs across clients and programs, including issues, risks, decisions, and schedules.
• Partner with the Director of Technical Programs and Technical Programs team to improve operations, drive efficiency and scalability, and coordinate team capacity and workload to meet client and project needs.
• Collaborate with internal teams to maintain and optimize internal knowledge bases, project tracking tools, and documentation.
• Enthusiastically support ad hoc projects and initiatives across the organization, contributing your expertise, collaboration, and problem-solving in a fast-paced, dynamic environment.

Senior Technical Program Manager

• As a Senior Account Manager, you will serve as a trusted partner and main point of contact for mission-driven clients , ensuring they receive responsive, high-quality IT and cybersecurity support.
• You will use your project management expertise to lead complex initiatives from scoping through execution.
• You’ll manage timelines, coordinate across internal teams and external partners, and ensure deliverables are met in dynamic, fast-paced environments.
• You will work closely with the Director of Technical Programs and play a key role in client onboarding, ongoing account management, internal process improvements, and team coordination.
• If you have deep experience managing client relationships and excel at guiding complex projects while maintaining a spirit of collaboration and trust, we’d love to hear from you.
• We’re especially excited to meet candidates who understand the unique needs of mission-driven organizations and are motivated by the opportunity to support their work.
• Responsibilities: Account Management and Project Management and Strategic Partnership and Internal Team Support

Senior Account Manager

Operations

• Audit and evaluate current internal documentation across departments
• Develop clear, standardized SOPs in collaboration with key stakeholders
• Identify gaps in process documentation and recommend improvements
• Work directly with department leads to understand workflows and translate them into structured documentation
• Create and implement a scalable reporting structure to surface team outputs, performance, and priorities
• Ensure documentation is consistent, accessible, and aligned with company goals and compliance standards
• Recommend tools, templates, and systems to maintain long-term documentation hygiene