Customer Success Specialist

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Weve amassed some of the best and brightest minds in cyber security who are passionate about protecting the digital world. Our team blends advanced technology alongside deep expertise to tackle the toughest cyber threats out there. Put simply our mission is to stay ahead of the curve and create a safer digital landscape for our partners and we think adding a Customer Success Specialist will up our cyber game.

We are seeking a proactive and dynamic Customer Success Specialist to ensure our clients achieve maximum value from our solutions while driving their long-term success. This role combines customer relationship management with hands-on project management responsibilities ensuring the seamless execution of initiatives that enhance customer satisfaction and retention.

What youll be doing.

• Build and maintain strong long-lasting relationships with assigned customers.
• Serve as the main point of contact addressing customer needs and resolving issues promptly.
• Conduct regular check-ins and Service Reviews to strengthen customer relationships drive continuous improvement and demonstrate ROI and value to reduce churn and foster retention.
• Identify opportunities for upselling or cross-selling additional services.
• Monitor customer health metrics proactively identifying risks and opportunities to improve satisfaction and retention.
• Drive product adoption and deliver value-focused recommendations based on customer needs and goals.
• Lead customer-centric projects including special initiatives ensuring deliverables are completed on time and within scope.

Strategic Collaboration

• Act as a voice of the customer within the organization providing feedback to inform product and service improvements.
• Analyse customer success metrics (e.g. retention rates) and contribute to strategies to improve these KPIs.
• Support the Customer Success team in scaling processes and improving workflows
  

What does it take to succeed in this role

To perform this job successfully the ideal candidate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the tools systems and knowledge requirements based on our existing environment:

• Bachelors degree in business management or 2 years of experience in Customer Success Account Management or a similar customer-facing role.
• Proven experience in project management including the ability to manage timelines resources and multiple priorities.
• Strong communication and interpersonal skills with the ability to build relationships and influence stakeholders.
• Proficiency in project management tools (e.g. Asana Trello or similar) and CRM systems (e.g. Salesforce HubSpot).
• Familiarity with Information Technology solutions e.g. SaaS Microsoft.
• An interest in Cyber Security.
• Exceptional communication organizational and time management skills
• Analytical mindset with problem-solving abilities.
• Customer-centric attitude with a focus on delivering value.
• Ability to work independently and collaboratively in a fast-paced environment.

In addition to your technical expertise we expect respect opinions and thoughtful input.

What We Offer

• Competitive salary and benefits package including Bupa Health Insurance
• Remote / Flexible working
• Collaborative and supportive team environment
  

How we work.

Our 3 values define how we operate internally as well as externally:

• Vision - We embrace a forward-thinking mindset. Our team has a clear and inspiring picture of the future that helps drive our decisions towards creating and delivering world-class security services.
• Velocity - We have a bias for action. We move swiftly and with purpose toward our goals and objectives and can easily adapt (and adjust) along the way.
• Vigilance We foster a culture of proactive awareness for our company and our customers who trust us to be an extension of their team. We are always looking for areas where we can innovate improve fix transform and revolutionize which ensures the protection safety and success of everyone at SilverSky.

Individuals who can act intelligently and confidently without an ego will thrive.

If this opportunity sounds interesting and you are passionate about redefining how the world thinks about cyber security we want to hear from you. Apply now if you are interested in learning more about how we can change the rules of engagement together.

About SilverSky
We are a global cyber security company with more than 20 years of professional experience in the industry. Our 300 employees are on a mission to protect our customers with comprehensive adaptive security services that maximize technology and automate responses while empowering security analysts to hunt for threats react and respond immediately. Its the human enhanced response that differentiates SilverSky and allows us to create the most comprehensive managed detection and response (MxDR) solution in the industry by delivering on our Vision Velocity Vigilance philosophy. Follow us on X and LinkedIn to learn more.