Client Success Manager

  • Category: Security Services
  • Team: TGS
  • Location: United States Washington DC, United States

Description

Position at Trustwave Government Solutions

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. For more information about Trustwave, visit https://www.trustwave.com.

Position Description:

Client Success Managers (CSM) assist customers with obtaining the most value from their Trustwave services. CSMs serve as a focal point for client relations, continually engaging with clients and ensuring the smooth delivery of product and service offerings. CSMs specialize in bringing the right resources together to address and resolve service issues quickly. Each CSM helps their assigned accounts understand their Trustwave portfolio and metrics around their services. The primary responsibility of the Client Success Manager is to drive customer satisfaction, turning customers into promoters, thereby ensuring both the retention and growth of the portfolio.

Profile:

  • Excellent customer service skills, analytical thinking and problem-solving skills; strong oral (phone) and written (email) communication skills
  • Highly motivated, self-managed and team oriented; deadline and detail oriented
  • Experience with Excel, Outlook, PowerPoint, Word, Salesforce.com, and ServiceNow
  • Familiarity with Information Security concepts
  • Proven entrepreneurial / self-starter mindset
  • At least 1 year of account management / project delivery experience

Responsibilities:

  • Schedule and host regular customer meetings and periodic service reviews, reporting on account status and reviewing tickets
  • Ensure the accuracy of customer contact information and maintain the currency of customer-related records and standard documentation
  • Document processes, procedures, and service enhancement requests
  • Escalate support issues and coordinate their expedited resolution
  • Track client initiatives and concerns through resolution, proactively seeking to remove obstacles and identify solutions
  • Work to resolve provisioning and service delivery concerns
  • Interact with internal clients such as Support, Engineering, Sales, and Finance as required to address customer concerns
  • Escalate quality control issues to sales, Executive Sponsors, and MSS Management as appropriate
  • Continually promote the value of Trustwave solutions / services and identify / promote upsell opportunities to sales teams
  • Support continuous service improvement initiatives
  • Develop a comprehensive understanding of the Trustwave solutions suite (MSS, CPS, etc.) and their applicability to the latest threat landscape
  • Review associated client documents to coordinate technical activities in scope, and manage communications across functions
  • Prepare materials for educating client on latest trends and changes in the market, share latest developments in Trustwave portfolio
  • Ensure a smooth onboarding experience which meets and exceeds customer expectations
  • Internal reporting on customer portfolio
  • Assist with coverage of CSM ticketing queues
     

Additional Considerations:

  • Previous experience in IT or technical support roles is preferred
    • Firewall Management is a plus
    • SOC experience is a plus



Education:

We prefer college-educated applicants, but at minimum, high school diploma or equivalent plus multiple years of work experience 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 focused on threat detection and response. 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.

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.