Team Manager - Client Engagement

The Opportunity 

The Team Manager, Client Engagement role is part of ACA’s Cybersecurity division and is critical to ensuring client satisfaction and retention. 

The Client Engagement Team Manager manages a team of individuals (“Client Engagement Associates”) responsible for supporting our consulting team in successfully delivering services to clients with a high degree of excellence and consistency. This role will be a linchpin in driving higher levels of client satisfaction and retention. Given this function is key to executing our growth strategy and scaling delivery, we are seeking an individual who can not only manage a team of client engagement staff, but also transform the function into a proactive project management and client engagement powerhouse.  

A successful candidate is exceptionally detail-oriented, brings a “no dropped balls” mentality, and can quickly create a “year in the life” client engagement process for different types of offerings. They are also a strong collaborator, working with cybersecurity consultants and functions such as IT and Finance, quickly spotting, resolving, and escalating issues that could lead to client dissatisfaction. They bring a metrics-driven mindset and can communicate clearly and empathetically to all levels of the organization. They live and breathe consistency and doing things at scale. 

This role comes with the opportunity to make an immediate impact and immense growth potential, and the possibility of growing your career in multiple directions such as consulting & advisory, product management, and people management. You’ll experience: 

• Opportunity to shape the organization’s future – and help it scale and grow over the next 5 years. There’ll never be a dull moment. 

• Gain access to world-class cybersecurity experts as your colleagues  

• Strong mentorship and support to put your innovative ideas into action 

• Most importantly, every single day, work with kind, smart, hardworking people with a great sense of humor who appreciate you for who you are. 

What you’ll do: 

1. Area of Responsibility #1 – Manage the team: Manage and mentor a team of client engagement associates. Participate in hiring and onboarding of new staff, performance management, and day-to-day management and coaching of the team. Create and implement training for the team focused on improving product knowledge, systems knowledge, and client engagement skills. 

2. Area of Responsibility #2 – Create and maintain relevant data and dashboards: Understand key metrics associated with client satisfaction and retention. Identify the relevant activities and behaviors from both client engagement team and cyber consultants who work with clients that drive client retention. Collect data from multiple sources and report on them regularly. Proactively take action based on the data. Bring a data-driven lens to our actions and drive consistency in our approach across consultants and clients. 

3. Area of Responsibility #3 – Own ad hoc projects: Lead projects related to client systems and products such as new product launches, client migration to new offerings or systems, data cleanup efforts, etc. 

4. Area of Responsibility #4 – Own creation and update of “how to” guides and documentation: Create processes and decks for client onboarding, ongoing engagement, and offboarding. Adapt processes and materials depending on the specific product and nature of the engagement. 

Skills and attributes for success: 

• Experience managing a small team (or interest in being a team manager) 

• Experience working in a global team 

• Client success or customer support experience 

• Impeccable project management skills; great attention-to-detail, keen eye for quality; well-organized, has a no-balls-dropped approach to anything you take up 

• Resourcefulness and can-do attitude 

• Highly analytical and data-driven 

• Strong collaborator, ability to build strong relationships and engage with multiple stakeholders in different parts of the organization 

• Good writing skills: organized, concise, and easily consumable  

• High tolerance to ambiguity, willing to roll up their sleeves to get stuff done 

• Willingness to learn and interest in opportunities that take you outside your comfort zone 

Ideally, you’ll also have: 

1. Knowledge of/ or interest in the cybersecurity domain 

2. Intermediate to advanced Excel skills,  

3. Some familiarity with tools such as Salesforce, PSA, Salesloft, etc.

4. Understanding of finance processes such as invoicing terms, accounts receivable, etc. 

What working at ACA offers: 

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. Our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options as well as a flexible work environment. You’ll also be granted time off for designated ACA Paid Holidays, Summer Fridays, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being. We also offer unique benefits such as Student Debt Forgiveness and Pet Insurance.  

About ACA: 

ACA Group is the leading governance, risk, and compliance (GRC) advisor in financial services. We empower our clients to reimagine GRC and protect and grow their business. Our innovative approach integrates consulting, managed services, and our ComplianceAlpha® technology platform with the specialized expertise of former regulators and practitioners and our deep understanding of the global regulatory landscape.  

 ACA’s Cybersecurity division provides cybersecurity and technology risk programs, data privacy compliance services, vendor and M&A diligence services, portfolio company oversight, network testing, and advisory services for companies of all sizes. 

What we commit to: 

ACA is firmly committed to a policy of nondiscrimination, which applies to recruiting, hiring, placement, promotions, training, discipline, terminations, layoffs, transfers, leaves of absence, compensation and all other terms and conditions of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.