• Customer Service Manager UK

    Job ID
  • Overview


    The Role: The retention of customers is critical to the success of an enterprise software business. If you are passionate about driving adoption and success within a defined set of customers then the Customer Service Manager role 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 become a security expert by developing your skills in the areas of threats, security products and customer domain.


    The Responsibilities

    • Account strategy planning and building success plans to drive loyalty and minimize customer attrition
    • Build and grow relationships within defined accounts at the senior level becoming a trusted advisor and partner.
    • Develop a trusted advisor relationship with customer executives such that all activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their Trend Micro solution to be realized
    • Establish and oversee the customer's adoption, training and development of best practices to continually drive incremental value and return on the customer's investment. Supports customer’s product planning process and performs on site audits to improve efficiency and supportability.
    • Build a strong support strategy to ensure our customers maximize the value on their investment in Trend Micro’s solutions.
    • Manage critical escalations with clear execution plan and ensure compliance with contractual Service Level
    • Agreement (SLA). The SLA includes customer status updates, issue escalation and the responsiveness of Product Specialists
    • Partner with customers through a consultative sales approach to understand their business needs, issues and strategies.
    • Establish strong business relationship with our Sales, Marketing, Presales and Consulting team. Leverage customer relationship in supporting Sales in renewals success, ensure optimal service penetration and identify up sell opportunities.
    • Understand and asses customer requirements, level of adoption of the products and corporate structure as it applies to the Trend Micro solution roll out and adoption
    • Perform other related duties as assigned

    You Are

    • Adaptable - maintain performance under pressure to ensure effective decision making in a fast paced environment
    • Analytical – effectiveness in analyzing situations and identifying key issues
    • Planner and executor – 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 communicator and negotiation skills at all levels, from front line engineers to executive level
    • Able to translate engineering deliverables into executive communication and lead situations when they go off track
    • Familiar with Trend Micro products preferred
    • Fluent German, Business-level written and spoken English
    • Duties may require the ability to travel, approximately 10%-15%

    You Have

    • Bachelor degree, master’s degree preferred
    • 5+ years customer 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


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