Client Success Advocate

  • Category: Security Services
  • Team: Customer Relationship Management
  • Location: London, United Kingdom

Description

Trustwave is a leading cybersecurity and managed security services provider that helps businesses fight cybercrime, protect data and reduce security risk. Offering a comprehensive portfolio of managed security services, security testing, consulting, technology solutions and cybersecurity education, Trustwave helps businesses embrace digital transformation securely. Trustwave is a Singtel company and the global security arm of Singtel, Optus and NCS, with customers in 96 countries. 

Description:

The ideal candidate is up for a challenge, not intimidated by working with clients, is professional and customer service oriented. The Client Success Advocate is a member of the Client Success Management team within the Global Client Management Services group. The Client Success Advocate will be exposed to different aspects of Trustwave’s business units, working in different areas throughout the assignment as described below.

 

Work Areas:

  • Learn about all products in the Trustwave portfolio at a high level.
  • Be able to provide basic support for Fusion and TrustKeeper users.
  • Make customer outreach phone calls and emails to clients to gauge satisfaction with Trustwave products and services.
  • Escalate issues to appropriate support teams or to Client Escalation Managers.
  • Support Client Escalation Managers.
  • Respond to team members needs via email, phone, and chat.
  • Participate in meetings.
  • Document processes and procedures.
  • Work in Request Tracker (RT), ServiceNow, Salesforce.com, FinancialForce, and Microsoft Office Suite.
  • Additional responsibilities as required.

 

Required skills and experience:

  • Associates Degree or multiple years of work experience
  • Strong written (email) communication skills
  • Strong verbal (phone) communication skills
  • Deadline and detail oriented
  • Highly motivated and team oriented
  • Critical thinking skills and ability to identify and solve problems creatively
  • Business level (verbal/written) Spanish is preferred
  • Proficient in the use of Microsoft office, particularity Outlook
  • Experience with any of the following a plus:
    • Request Tracker
    • ServiceNow
    • com
    • FinancialForce

Education:

We prefer college-educated applicants, but at minimum, high school diploma or equivalent is required for employment.

Trustwave is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.

To All Agencies:

Please, no phone calls or emails to any employee of Trustwave outside of the Talent Acquisition team. Trustwave’s policy is to only accept resumes from agencies via the Trustwave Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Talent Acquisition team. Any resume submitted outside of this process will be deemed the sole property of Trustwave and in the event a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid.

Share this opportunity

Trustwave is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.

Trustwave is a leading cybersecurity and managed security services provider that helps businesses fight cybercrime, protect data and reduce security risk. Offering a comprehensive portfolio of managed security services, consulting and professional services, and data protection technology, Trustwave helps businesses embrace digital transformation securely. Trustwave is a Singtel company and the global security arm of Singtel, Optus and NCS, with customers in 96 countries. For more information about Trustwave, visit www.trustwave.com.

To All Agencies: Please, no phone calls or emails to any employee of Trustwave outside of the Talent Acquisition team. Trustwave policy is to only accept resumes from agencies via the Trustwave Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Talent Acquisition team. Any resume submitted outside of this process will be deemed the sole property of Trustwave and in the event a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid.