Customer Success Manager

Posted 08 February 2022
LocationUnited Kingdom
Job type Permanent
DisciplineCyber Vendor
Contact NameSean Hendon

Job description

We are excited to partner with one of the world most renewed training and certification provider to the cyber security industry. Our client is looking for someone to join the Customer Success team to ensure products and services are being used to the best ability possible by the end customer.

This position serves as an integral part of the client success team by identifying issues, assisting with support requests, and continuing to build relationships with our clients. This role will also help identify and solve for technical, training, and process gaps to drive optimization of support to customers.


Key Responsibilities

  • Execute on Account Customer Lifecycle

  • Host interactive platform and/or product training session for clients

  • Partnership with Account Executives on secondary renewal support, pre-sales activities, and overall account updates

  • Support all client engagement activities for value-driven touchpoints

  • Work with clients to establish goals and execution plans to ensure program success

  • Provide guidance, training, and recommendations to clients to help them achieve their security awareness programs goals

  • Assist with answering client questions in ticketing system to meet service level agreements

  • Analyse client performance trends to provide opportunities for improvement and track any known or reoccurring issues

  • Provide high-touch customer service to achieve top satisfaction scores

  • Work to identify and/or develop upsell opportunities

  • Advocate customer needs/issues across key areas

  • Coordinator of Help Desk support and/or technical issue escalations

  • Provide guidance and feedback on best practices, tips, opportunities, and/or success stories for customer lifecycle management

  • Participate in product-related activities to serve as voice of customer


The person we are looking for

  • Excellent oral/written communication and interpersonal skills

  • Demonstrated ability to work well in a fast-paced, team-oriented environment and thrive on challenges

  • Ability to maintain positive, customer focused attitude, even in challenging situations

  • Demonstrated ability to be highly self-motivated, prioritize multiple tasks in a proactive manner, meet deadlines, and display attention to detail

  • Demonstrated ability to understand customer needs, provide quality service, persuasively present ideas, and commit to customer satisfaction

  • Demonstrated ability to communicate effectively across cultural boundaries and work harmoniously with a diverse group of people

  • Detailed oriented

  • Articulate and professional presentation skills

  • Aptitude for continuous learning and new skill development

  • Proficient with web-based collaborative tools such as Dropbox, Smartsheet, Salesforce, and ticketing systems.

  • Proficient with all Microsoft Office Programs

  • Some travel will be required for training, team meetings, and/or events