Customer Success Manager Trident Search

Job description

We are working with a leading provider of cyber security services, having established themselves as a one-stop shop for their customers. They offer a range of services to fill their client’s security needs. Their services range from XDR to delivering a SOC/NOC, as well as other security services to supplement or replace their client's existing operations.

Their success has been driven by excellent customer service and the passion they show for both their team and their clients, offering a great culture across the company.

Seeking:
They are looking for a Customer Success Manager to join their team to support them in achieving exceptional customer retention through outstanding service and a positive experience.

In this role, you'll play a critical part in ensuring client expectations are met, fostering trust, and continuously demonstrating their commitment to quality. You'll gather regular feedback throughout the customer journey, ensuring agreed-upon actions are completed on time and resolutions are swift and effective.

Responsibilities:

Become the champion for your assigned clients: Actively engage with them across all aspects of service delivery, ensuring their success and well-being.
Be a problem-solver: Lead regular service reviews, identify issues and opportunities, and drive them to successful resolution.
Bridge the gap: Collaborate with both technical and non-technical teams to provide clients with timely and accurate responses, documentation, and status updates.
Measure and improve: Track and analyse customer satisfaction scores and service performance against agreed-upon SLAs and KPIs.
Onboard new clients seamlessly: Partner with project and technical teams to ensure a smooth transition into our high-quality service model.
Working with project and technical teams to transition new clients and services to begin fostering a high-quality service-based approach.

Requirements:

You have experience in customer success or service management, and understand the needs of managed service clients.
You excel at building long-term relationships, ensuring customer retention and contract renewals.
You strike a balance between advocating for the business and being the voice of the customer, finding win-win solutions.
You thrive in fast-paced environments, managing multiple clients with complex needs while maintaining exceptional service.
You can comfortably collaborate with technical teams to translate complex information into clear, actionable insights for clients.
You have excellent communication skills, adaptability, and a keen eye for detail.
You're proficient in M365 tools like Outlook, Word, and Excel. Experience with Salesforce and ServiceNow is a plus.
You're committed to obtaining the necessary security clearance.

Benefits: