客户参与专员
Client Engagement Specialist
这是一个远程职位。
关于 Cyber Centaurs
Cyber Centaurs 是一家数字取证和事件响应公司，帮助组织调查网络事件，保存和分析数字证据，应对数据泄露，并基于可辩护的技术发现做出明智决策。我们的工作包括商业电子邮件欺骗、勒索软件、内部威胁、员工数据盗窃、云调查、数字取证、渗透测试和专家证人事务。
我们为美国各地的组织、律师事务所、高管、IT领导者和其他专业人士提供服务。
机会介绍
Cyber Centaurs 正在寻找一名客户参与专员，以支持我们不断增长的客户咨询量，并确保潜在客户和现有客户获得快速、专业且有条理的回应。
这不是一个传统的行政或客服岗位。
客户参与专员通常是潜在客户在联系 Cyber Centaurs 关于紧急网络安全事件、疑似员工不当行为、数字取证事务或其他敏感情况时，首先接触到的人。理想的候选人应具备高度的组织能力，自信与高管和专业人士沟通，能够处理紧急情况，并具有商业思维。该职位初期将专注于客户接待、线索评估、日程安排、跟进、CRM 管理和销售支持。随着时间推移，表现优秀的候选人将有机会深入了解 Cyber Centaurs 的服务，并逐步开展客户发现通话并独立管理标准客户项目。
主要职责
客户接待与初步响应
· 对来电、网站咨询、邮件咨询和其他潜在客户沟通进行及时且专业的回应。
- 收集有关网络安全事件、数字取证事务和客户需求的初步信息。
- 识别紧急程度、基本范围、相关利益方和下一步行动。
- 确保紧急事项得到适当升级。
- 在高压情况下保持冷静且专业的客户体验。
- 协调与客户参与经理或其他合适团队成员的初次会议。
线索评估
· 进行初步的潜在机会评估。
- 判断咨询是否符合 Cyber Centaurs 的服务、目标客户和合作要求。
- 识别关键决策者
查看英文原文
This is a remote position.
About Cyber Centaurs
Cyber Centaurs is a digital forensics and incident response firm helping organizations investigate cyber incidents, preserve and analyze digital evidence, respond to data breaches, and make informed decisions based on defensible technical findings. Our work includes business email compromise, ransomware, insider threats, employee data theft, cloud investigations, digital forensics, penetration testing, and expert witness matters.
We serve organizations, law firms, executives, IT leaders, and other professionals across the United States.
The Opportunity
Cyber Centaurs is seeking a Client Engagement Specialist to support our growing volume of inbound client inquiries and help ensure prospective and existing clients receive a fast, professional, and organized response.
This is not a traditional administrative or call-center position.
The Client Engagement Specialist will often be the first person a prospective client speaks with when contacting Cyber Centaurs about an urgent cybersecurity incident, suspected employee misconduct, digital forensic matter, or other sensitive situation. The ideal candidate is highly organized, confident speaking with executives and professionals, comfortable handling urgent situations, and commercially minded. The role will initially focus on client intake, lead qualification, scheduling, follow-up, CRM management, and sales support. Over time, the successful candidate will have the opportunity to develop deeper knowledge of Cyber Centaurs’ services and progress toward conducting client discovery calls and independently managing standard client engagements.
Key Responsibilities
Client Intake & Initial Response
· Respond promptly and professionally to inbound telephone calls, website inquiries, email inquiries, and other prospective client communications.
- Gather initial information about cybersecurity incidents, digital forensic matters, and client needs.
- Identify urgency, basic scope, relevant stakeholders, and immediate next steps.
- Ensure urgent matters are escalated appropriately.
- Maintain a calm and professional client experience during high-pressure situations.
- Coordinate initial meetings with the Client Engagement Manager or other appropriate team members.
Lead Qualification
· Conduct initial qualification of inbound opportunities.
- Determine whether inquiries align with Cyber Centaurs’ services, target clients, and engagement requirements.
- Identify key details needed before a consultation or proposal can be prepared.
- Help protect senior sales and technical staff from unqualified or inappropriate inquiries.
- Maintain accurate lead status and qualification information within the CRM.
Scheduling & Client Coordination
· Manage and coordinate consultation scheduling.
- Ensure clients receive appropriate intake forms, instructions, meeting links, and pre-engagement information.
- Follow up on missing information required for consultations or proposals.
- Coordinate communications between prospective clients, the Client Engagement Manager, and the technical team.
- Help ensure smooth handoffs from sales into active investigations and engagements.
Sales & Proposal Support
· Assist with preparation and coordination of proposals, engagement documentation, and client follow-up.
- Track outstanding proposals, agreements, deposits, and next steps.
- Follow up with prospective clients when appropriate.
- Support the Client Engagement Manager in maintaining an organized and responsive sales pipeline.
- Help ensure opportunities do not stall due to missed follow-up or administrative delays.
CRM & Pipeline Management
· Maintain accurate and complete CRM records.
- Document calls, communications, lead status, matter details, and next actions.
- Monitor open opportunities and required follow-up activities.
- Help maintain pipeline accuracy and visibility.
- Identify opportunities where automation or process improvements could improve responsiveness.
Career Development
This position is designed with a growth path. As the Client Engagement Specialist develops a strong understanding of Cyber Centaurs’ services, pricing, investigative processes, and client needs, responsibilities may expand to include:
- Conducting initial discovery calls independently.
- Assisting clients in determining the appropriate forensic or incident response service.
- Scoping standard engagements.
- Presenting standard service options and pricing.
- Managing selected opportunities through proposal and close.
- Developing client and referral relationships.
- Progressing toward a future Client Engagement Manager role.
Advancement will be based on demonstrated performance, judgment, service knowledge, communication ability, and commercial capability.
Requirements
- 2+ years of experience in a client-facing, sales-support, account coordination, professional services, customer service, intake, or similar role.
- Excellent verbal and written communication skills.
- Strong organizational and follow-up discipline.
- Comfortable speaking with business owners, executives, attorneys, IT professionals, and other senior stakeholders.
- Ability to remain professional and composed when clients are dealing with urgent or stressful situations.
- Strong attention to detail.
- Ability to manage multiple active conversations, appointments, and follow-up activities.
- Comfortable working with CRM systems and modern business software.
- Ability to work independently in a remote environment.
- Strong judgment regarding when an issue should be escalated.
Preferred
· Experience in cybersecurity, IT services, legal services, digital forensics, insurance, consulting, managed services, or another professional services environment.
- Experience supporting a sales or business development team.
- Experience qualifying inbound leads.
- Familiarity with cybersecurity concepts such as ransomware, business email compromise, Microsoft 365 compromise, data breaches, insider threats, or digital forensics.
- Experience working with attorneys, executives, or technical professionals.
- Experience with Zoho CRM or a comparable CRM platform.
- Experience working in a fast-growing small or mid-sized business.
- Direct digital forensics or cybersecurity experience is helpful but is not required. Cyber Centaurs will provide training on our services, common investigation types, engagement processes, and client qualification procedures.
What Success Looks Like
A successful Client Engagement Specialist will help Cyber Centaurs achieve:
- Fast response to inbound client inquiries.
- Fewer missed or delayed client communications.
- Consistent qualification of prospective engagements.
- Accurate and organized CRM records.
- Improved scheduling and follow-up.
- Faster movement from inquiry to consultation, proposal, and engagement.
- A strong client experience from the first interaction.
- Increased capacity for the Client Engagement Manager to focus on consultations, proposals, closing opportunities, and strategic client relationships.
Ideal Candidate Profile
You may be a strong fit for this role if you are someone who:
- Enjoys interacting with clients and helping solve problems.
- Naturally follows up and keeps matters moving.
- Communicates confidently without being overly aggressive.
- Can recognize when something is urgent.
- Is comfortable working in an environment where priorities can change quickly.
- Enjoys learning complex services and becoming more knowledgeable over time.
- Wants to grow into a larger client engagement or sales responsibility.
- Understands that responsiveness and organization directly influence whether a prospective client chooses to engage a firm.
Work Environment
This is a remote position.
Because Cyber Centaurs serves clients nationwide and many matters require rapid response, candidates located in the Mountain or Pacific Time Zone are strongly preferred. This helps extend client coverage later into the Eastern Time Zone business day.
The position requires reliable internet connectivity, a professional remote work environment, and the ability to communicate by phone, video conference, email, and collaboration platforms throughout the workday.
Benefits
Compensation & Benefits
·
Base Salary: $65,000–$75,000, depending on experience and qualifications
- Performance-based incentive compensation
- Paid time off
- Paid holidays
- Remote work environment
- Professional development opportunities
- Training in digital forensics, incident response, cybersecurity services, and client engagement
- Career advancement opportunities within a growing cybersecurity services firm
Why Join Cyber Centaurs
Cyber Centaurs is growing rapidly and investing in both its technical capabilities and client engagement infrastructure.
This position offers the opportunity to become an important part of the firm’s growth while gaining exposure to real-world cybersecurity incidents, digital forensic investigations, legal matters, and complex client engagements.
For someone who combines strong communication, organization, judgment, and commercial instincts, this role can develop into a broader client engagement and business development career within the company.
Originally posted on Himalayas