Customer Success Manager
Job Description
Our Client
A leading Cyber Security company that specialise in MDR, Risk and Advisory services. They are looking for a permanent Customer Success Manager, who can be based remotely in GCC. You will be required to travel one of their major customers in Saudi Arabia once every 1-2 months.
Your Responsibilities
- Act as the customer Single Point of Contact for services and support attending meetings and communicating any client's requests to the relevant teams for their actions
- Ensure delivery across the customer's organization and meet or exceed operational KPIs
- Match customer's evolving service needs (based on business requirements, expansion, industry challenges, reductions, proactive vs. reactive service needs, etc.)
- Lead the services delivery team towards the customer, coordinating with the sales teams and any other internal or external organizations
- Build executive/senior relationships within customer and understand the customer's business practices/procedures, business drivers and corporate culture
- Own customer success by supporting service & support plans
- Maintains an overview of technical escalations by participating in conference calls, facilitating actions, and producing customer facing updates
- Provide regular updates to the customer and visit on an agreed frequency
- Ensure that delivery teams meet their contractual obligations by following through with management on corrective actions
- Leverage customer relationship in supporting Sales in renewals success, ensure optimal service penetration and identify up sell opportunities
- Supports pre-sales in responses so as to meet the customers needs and requirements, by consolidating any insight from client's side.
Your Qualifications
- 10+ years experience in a Cyber Security SDM, Relationship, Customer Success position
- Proven track record of successful Cyber Security Service Delivery
- Excellent English language skills both verbal and written
- Must be a fluent Arabic speaker
Halian Group
With over 20 years of experience, we have come to understand that innovation is the only way to provide agile, practical solutions that transform businesses and careers.
Our resourcing and smart services help you to realize tomorrow's potential. Discover the amazing things possible when you bring the right people and the right technologies together.
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Job Details
Employment Types:
Full time
Industry:
IT / Computers – Software
Function:
IT , Customer Service / Call Centre / BPO
Roles:
Software Engineer / Programmer
Skills:
Customer Success Manager
