Technical Customer Success Manager

Overview

We are looking for a Technical Customer Success Manager who will join a small team representing the Advanced Threat Centre in the Enterprise Cyber Security (ECS) Business. This role requires technical and operational delivery knowledge in cyber security, and the ability to understand the client's business, requirements, challenges, and risks.

Customer Success involves working directly with customers and internal delivery teams to drive innovation and improve services. You will act as a conduit for customer feedback, including escalations, to drive continuous service improvements and build strong relationships with assigned customers and their needs.

Technical Customer Success Manager (Cyber Security)
UK Flexible - (Travel may be Required)

Our purpose is to make the world more sustainable by building trust in society through innovation. As a Customer Success Manager you will help customers get the most out of our services with Fujitsu, build trusted relationships with business leaders, and serve as an escalation point to address service issues and concerns, becoming a trusted business adviser.

Your role will involve Responsibilities

• 1. Relationship Management & Advocacy: Build and maintain strong, positive relationships with clients and internal account teams.

• Serve as the primary point of contact for all client inquiries, requests, and issues.

• Act as the voice of the customer within the company, advocating for their needs and interests.

• Ensure high levels of client engagement and satisfaction.

• 2. Customer Onboarding & Enablement: Oversee a smooth onboarding process for new customers and provide guidance on cybersecurity best practices and our solutions.

• Ensure clients are well-equipped to utilize our services effectively.

• 3. Service Delivery & Growth Support: Ensure successful delivery of cybersecurity solutions and services, meeting client requirements and timelines.

• Provide technical advice and assistance to sales and pre-sales teams.

• Support business growth by assisting with bids, renewals, and identifying upsell opportunities.

• 4. Continuous Improvement & Issue Resolution: Act as a conduit for customer feedback to drive continuous service improvements; proactively address and resolve issues and escalate as needed; collaborate with internal teams to identify and mitigate risks impacting client satisfaction.

• Key Goals: Reduce account exits and increase renewals, support growth, help customers achieve cybersecurity objectives, and ensure smooth onboarding and strong relationships.

This is not an exhaustive list; there may occasionally be a need to carry out other tasks.

Qualifications

• Ideally, 2 to 4 years of experience in a technical cybersecurity role, with experience in sales/presales activities.

• Experience in implementation, operations, or consulting roles.

• Degree in computer science or information systems related discipline, or equivalent relevant experience.

• Technical background and good understanding of cybersecurity technologies.

• Ability to communicate security concepts to a broad range of technical and non-technical personnel.

• Good thought leadership abilities with the capacity to identify market nuances and trends.

• Ability and willingness to travel.

Please note: It's still worth applying even if you do not meet all the requirements above. We are invested in your career development and value transferable skills in customer service or relationship management.

Benefits

• 26 days annual leave plus public holidays (3 flexible).

• Pension - Double matching contributions of up to 10%.

• Life assurance.

• Company-wide incentive plans.

• Flexible benefits (increased holidays, travel, dental, critical illness, and more).

• Perks at work - employee discounts.

• Employee assistance programme / virtual GP.

Recruitment process

The recruitment process consists of two stages of interviews.

EEO note: We are a Disability Confident Employer and will offer an interview to disabled applicants who meet the minimum criteria. Email to apply through the Disability Confident Interview Scheme.

Additional information

We are recognised as a responsible and inclusive employer, promoting diversity and inclusion.