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    CSM Manager - United Kingdom - Trident Search

    Trident Search
    Trident Search United Kingdom

    2 weeks ago

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    Description
    Customer Success Manager | Service Delivery | Remote working (Must be Wales based)
    They help organisations to not only detect advanced threats and targeted attacks, but contain them too.

    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.

    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 analysing 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 understanding of service methodologies and approaches; preferably with previous IT operational management.
    Be responsible for the ongoing onboarding, availability and delivery of the company's service for your customer.
    Measure and continually improve the service operations.

    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.
    Serve as an escalation point for service issues that impact the customer's success.
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