• Customer Service Manager

    Job ID
  • Overview



    Discover Trend
    Trend Micro Incorporated, a global cloud security leader, creates a world safe for exchanging digital information with its Internet content security and threat management solutions for businesses and consumers. A pioneer in server security with over 25 years experience. We deliver top-ranked client, server and cloud-based security that fits our customers' and partners' needs, stops new threats faster, and protects data in physical, virtualized and cloud environments. Powered by the Trend Micro Smart Protection Network infrastructure, our industry-leading cloud-computing security technology, products and services stop threats where they emerge, on the Internet, and are supported by 1,000+ threat intelligence experts around the globe. For additional information, visit www.trendmicro.com


    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 recognised for your passion to succeed, and can be the best part of yourself here.


    Discover your next exciting career opportunity….


    The Role:

    If you are passionate about technology and being a trusted security advisor then the Customer Service Manager role is for you. The team of CSM’s at Trend Micro work collaboratively to provide the best possible support experience for our Enterprise 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


    • Principally responsible for the customer satisfaction with Trend Micro’s solutions, service and support offerings with an emphasis on continued product usage.
    • Build executive/senior relationships within the customer and understand the customer’s business practices/procedures, business drivers and corporate culture.
    • Leverage customer relationship in supporting Sales in renewals success, ensure optimal service penetration and identify up sell opportunities.
    • Acts as a trussed advisor to the accounts you are aligned to through a consultative sales approach to understand their business needs, issues and strategies.
    • Supports customer’s product planning process and performs on site audits to improve efficiency and supportability.
    • Responsible for all proactive communications regarding product and support program information, support ability issues and strategic product plans.
    • 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.
    • 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.
    • Ensure compliance with contractual Service Level Agreement (SLA). The SLA includes customer status updates, issue escalation and the responsiveness of Product Specialists.
    • Review service delivery failures and produce incident reports when required.
    • Manage customer escalations and requests to ensure efficient resolution by collaborating with technical support, operations and engineering teams.
    • Drive continual process improvements to achieve business goals and maximize customer service
    • Maintain an intimate understanding of Trend Micro support and service capabilities.

    You Are

    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
    • 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

    You Have

    You Have:

    • 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
    • Excellent communication and negotiation skills at all levels, from front line engineers to executive level
    • Service DNA – understanding customer service excellence inside-out and identifying areas for improvement on a daily basis
    • Operational excellence qualification (ITIL) or experience
    • The ability to translate engineering deliverables into executive communication and lead situations when they go off track
    • Familiarity with Trend Micro products preferred
    • 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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