Customer Success Manager

S-RM•New York, NY

36d•Hybrid

About The Position

The Customer Success Manager serves as the key point of contact for S-RM’s corporate customers utilising S-RM's Polus suite of managed cyber services solutions. As we build the Managed Cyber Security Services practice rea, we are looking for a someone with proven track record of managing and expanding customer relationships. The job duties are varied and complex, utilising independent judgement. Ultimately, the customer success manager is responsible for maintaining and growing the revenue from S-RM's Polus managed services customer base and ensuring long term high level of satisfaction with solution delivery. Other features of the role include: Customer Success & Account Management Role Client Relationship Management Serve as the primary point of contact for key S-RM Polus managed services customers in your region Ensure an excellent onboarding experience for new Polus customers by working closely with the & pre-sales teams Develop pricing and proposals for Polus Managed Services opportunities, providing the Lead client engagement through regular update meetings and relationship management Build foundations for successful long-term relationships and ensure successful renewals Client Growth & Expansion Work closely with S-RM consulting teams and practitioners to identify cross-selling and expansion opportunities Coordinate with technical consultants across S-RM's regional offices to introduce different services Develop and execute account targets and strategies leveraging consulting resources Customer Support & Operations Provide first-line support for managed services clients in your territory Work closely with product leads on customer troubleshooting and technical support Collaborate with cyber operations teams to ensure excellent administrative client experience Process Development & Scaling Design and build automated processes to scale the customer support function Take responsibility for developing processes to optimise renewals and customer retention Be a key contributor to designing and operationalising the client lifecycle management for managed services customers Product Knowledge & Solutions Alignment Develop in-depth knowledge of the Polus suite of managed services offerings Align customer needs with appropriate solutions

Requirements

The ability to work independently to build relationships with a variety of both technical and non technical stakeholders at S-RM’s clients
Independently develop strategies and ideas to deepen and grow customer relationships
Be a self-starter able to quickly understand the S-RM value proposition and build internal relationships to stay current on our positioning across teams and regions.
An interest to develop knowledge and subject matter expertise across new technologies, security, risk management and global trends and threats will ensure you have credibility and earn trust with the prospects you speak to.
The ability to be flexible and work in a rapidly changing environment is required.
Aptitude for technology, knowledge of spreadsheet and Salesforce utilisation.
Experience creating offers, writing proposals, participating in RFPs

Responsibilities

Serve as the primary point of contact for key S-RM Polus managed services customers in your region
Ensure an excellent onboarding experience for new Polus customers by working closely with the & pre-sales teams
Develop pricing and proposals for Polus Managed Services opportunities, providing the
Lead client engagement through regular update meetings and relationship management
Build foundations for successful long-term relationships and ensure successful renewals
Work closely with S-RM consulting teams and practitioners to identify cross-selling and expansion opportunities
Coordinate with technical consultants across S-RM's regional offices to introduce different services
Develop and execute account targets and strategies leveraging consulting resources
Provide first-line support for managed services clients in your territory
Work closely with product leads on customer troubleshooting and technical support
Collaborate with cyber operations teams to ensure excellent administrative client experience
Design and build automated processes to scale the customer support function
Take responsibility for developing processes to optimise renewals and customer retention
Be a key contributor to designing and operationalising the client lifecycle management for managed services customers
Develop in-depth knowledge of the Polus suite of managed services offerings
Align customer needs with appropriate solutions

Benefits

20 days holiday per year in addition to 12 public holidays (+1 day for every day of service up to a maximum of 25 days);
Life insurance – 4x annual salary;
Matching pension contribution up to 6% (up to a maximum of 12% combined), and financial education;
Military Leave– to a maximum of 5 years;
Hybrid working and flexible working hours.
Fertility treatment leave – 5 days of leave per cycle of treatment per year;
Maternity leave – 26 weeks of full pay followed by 13 weeks of half pay;
Paternity leave – 6 weeks of full pay.
100% Company paid private medical, dental and vision insurance for employee, partner and children;
Gym discounts for you and your partner;
EAP programme for you and your immediate family;
Free access to the world-famous mindfulness app Headspace.