Customer Service Manager

Job ID


Discover Trend

Since 1988, Trend Micro has been an internet security pioneer tackling an expanding malware landscape. When you join Trend, you join a unique global family with more than 25 years of history, marked by an entrepreneurial spirit and vision that has assured our products are always on the cutting edge in a very competitive field. The company established its EMEA Operations Centre in Cork in 2003 and employs approximately 250 people across the following functions: Centralized Sales, Technical Support, Customer Operations, Information Services, Financial Services, Human Resources and Corporate Social Responsibility.

Discover You

At Trend, we are always looking for top talent. We hire capability 1st, and you will work with the best. When you join us, you have direct access to any level, and freedom to make an impact and influence. We expect leadership, not management. With Trend Micro, you drive your own development. We encourage thought leadership and advocate internal opportunity. Trend is like nowhere else. We embrace all of our differences and are motivated by challenge. We’re not just all about the money. You are recognized for your passion to succeed, and can be the best part of yourself here.

Discover your next exciting career opportunity at Trend Micro.


Customer Service Manager (Home Office Bonn or Berlin)



If you are passionate about technology and solving complex technical issues then the Customer Service Manager role is for you. The team of CSM’s in Trend Micro work collaboratively to provide the best possible support experience for our customers. With the threat landscape constantly evolving you will get the opportunity to act as a security expert in the areas of threats, security products and customer domain.

The Responsibilities


  • Responsible for governmental institutions and the public sector in Germany
  • Principally responsible for the customer satisfaction with Trend Micro’s service and support offerings with an emphasis on issue resolution and continued product usage.
  • Ensure compliance with contractual Service Level Agreement (SLA). The SLA includes customer status updates, issue escalation and the responsiveness of Product Specialists.
  • Manage customers technical support requests to ensure efficient resolution of issues by collaborating with technical support, operations and engineering teams.
  • Review service delivery failures and produce incident reports when required
  • Acts as single point of contact for the customer and account team related to service and support.
  • Responsible for all proactive communications regarding product and support program information, support ability issues and strategic product plans.
  • Supports customer’s product planning process and performs on site audits to improve efficiency and supportability.
  • Drive continual process improvements to achieve business goals and maximize customer service
  • Maintain an intimate understanding Trend Micro support and service capabilities and limitations
  • Partner with customers through a consultative sales approach to understand their business needs, issues and strategies.
  • Leverage customer relationship in supporting Sales in renewals success, ensure optimal service penetration and identify up sell opportunities.
  • Develop and oversee a comprehensive strategy in collaboration with sales to meet complex customer requirements utilizing Trend Micro’s solutions.
  • Acts as an extension of the customer’s IT team in a consultative role related to Trend Micro change management activities, security assessments, operational improvements, and as a project manager for new deployments of new solutions or upgrade activities.
  • Build executive/senior relationships within the customer and understand the customer’s business practices/procedures, business drivers and corporate culture
  • Ensure continued alignment with and the objectives of the product sales team
  • Negotiate, document and communicate a governance structure for the accounts ensuring all parties (customer, partner, Trend Micro) understand what they will be held accountable for in the customer relationship.
  • Perform other related duties as assigned

You Are

  • Bachelor degree, master’s degree preferred
  • 5+ years support services experience, with specific focus in IT security
  • Business development, customer relationship management and problem resolution experience
  • Demonstrated expertise in Account Management, Service Management and/or Consulting with an ability to interface with a broad and diverse set of clients an advantage
  • Experience serving as a customer advocate – able to understand and articulate the needs of the client and deliver on those needs
  • Service DNA – understanding customer service excellence inside-out and identifying areas for improvement on a daily basis
  • Operational excellence qualification (ITIL) or experience
  • Adaptability - maintain performance under pressure to ensure effective decision making in a fast paced environment
  • Analytical Ability – effectiveness in analyzing situations and identifying key issues
  • Planning and execution – defining and measuring business goals, monitoring progress, taking action when necessary to rectify situations and meet deadlines
  • Teamwork - ability to facilitate and harness cross-team collaboration working with teams in person and virtually
  • Proactive – taking responsibility for making things happen
  • Excellent communication and negotiation skills at all levels, from front line engineers to executive level
  • The ability to translate engineering deliverables into executive communication and lead situations when they go off track
  • Familiarity with Trend Micro products preferred



You Have


  • Proven experience with public authorities
  • Business-level written and spoken English
  • Duties may require the ability to travel via automobile, train or airplane, approximately 10%-15% of the time spend traveling


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