Customer Success Manager

Posted 10 May 2024
Job type Permanent
Discipline Cyber Vendors
Contact NameNtinga Mpiko

Job description

Customer Success Manager | Service Delivery | Remote working (Must be Wales based)
Trident Search have partnered with a Cyber Security company that specialize in managed detection and response. They help organizations to not only detect advanced threats and targeted attacks, but contain them too.
The Role
They are looking for an experienced Customer Success Manager with service delivery experience within the cyber security space to join their growing team. This role is reporting directly to the Head of Service.
Within this role, you will be responsible for management of onboarding, Continual improvements and support of the companies customer relationships and operations. You will play a key part in fostering growth, retention and loyalty from their customer base as well as serving internally to influence a customer centric operational culture.
Building and nurturing trusted and transparent customer relationships, you'll serve as the primary point of contact and trusted advisor for your customers within the company. Proactively monitoring and analyzing customer accounts to identify opportunities and potential risks to account health, as well as recognizing opportunities for upselling, cross-selling, and expansion, will be a key part of your role.
  • Minimum 2 years’ experience in IT services industry.
  • Excellent verbal, written communication and presentations skills together with the ability to deliver customer presentations.
  • Excellent understanding of service methodologies and approaches; preferably with previous IT operational management.
  • Experience proactively seeking out and establishing new relationships across the customers organization, including contacts from secretary to CEO.
  • Be responsible for the ongoing onboarding, availability and delivery of the company's service for your customer.
  • Develop plans that regularly engage customers in evaluating needs and strategic direction, including the identification of any adoption barriers.
  • Measure and continually improve the service operations.
  • Regularly track the overall health of our customer relations to proactively anticipate customer needs and identify industry trends.
  • Nurture relationships with customer stakeholders into one of genuine partnership through identifying opportunities to improve their metrics and drive more value for them.
  • Identify and monitor activity of volatile accounts, reporting on upcoming or ongoing impacts or potential threats to the overall business.
  • Partner with Account Managers on customer renewals and identified cross-sell/upsell opportunities.
  • Ensure service and support renewal rates are high due to excellent customer satisfaction and Service adoption.
  • Ensure customers and their wider teams are correctly set up and on-boarded to the company's services.
  • Communicate value of new functionality as it is relates to unique customer goals, use cases, and opportunities.
  • Serve as an escalation point for service issues that impact the customer’s success.
Interviews are currently taking place, apply directly to find out more!