Customer Success Manager (Maternity Cover Contract)

Location: Dublin/ Remote

VikingCloud is the leading Predict-to-Prevent cybersecurity and compliance company, offering businesses a single, integrated solution to make informed, predictive, and cost-effective risk mitigation decisions – faster. Powered by the Asgard Platform®, the industry’s largest repository of anonymized cybersecurity and compliance event data, we continuously monitor and analyze over 6+ billion online events every day.

VikingCloud is the one-stop partner trusted by 4+ million customers to provide the predictive intelligence and competitive edge they need to stay one step ahead of cybersecurity and compliance disruptions to their business. Our 1,000 dedicated cybersecurity and compliance expert advisors understand that it is not just about technology. It’s about transacting business and delivering an exceptional customer experience every day, without fail. That is the measurable value we deliver. And that’s what we call Business Uninterrupted.

This Position

We currently have an opportunity for an ambitious and highly motivated Customer Success Manager to join our VikingCloud Team. In this role the right candidate will act as a trusted adviser for our largest clients driving customer satisfaction, value, retention and growth. The CSM will be responsible for day-to-day management of key clients’ relationships with a laser focus on creating customer value. A self-starter, who combines tactical daily account management with a strategic approach to securing retention and growth, the CSM will be dedicated to their clients and act as their internal advocate to ensure they are set up for long-term success.             

Responsibilities

Act as primary contact for assigned Level 4 clients

Own the overall client relationship to ensure client satisfaction, drive retention & support programme growth

Manage and deliver key client communications to the highest standards on behalf of VikingCloud

Own recurring client engagement cycles to ensure a high-level of customer satisfaction

Own periodic key client engagements, such as product roadmaps, reporting insights, QBRs etc.

Maintain detailed and accurate merchant volume reporting and forecasting

Cultivate strong relationships with key influencers and decision makers at assigned client accounts. Meet them regularly to develop a strategic understating of client needs and opportunity

Understand client business models, particularly as it relates to GTM strategy, product offerings, portfolio makeup and any other key company developments

Identify opportunities for upsell/cross sell new VikingCloud products and services

Monitor market, customers and competition – to help inform product strategy and build insights into the selling agenda

Advocate for client needs/requests internally and be able to articulate how they would facilitate retention and growth of the programme

Own and lead responses to any client escalations: managing internally to senior leadership or cross functionally as required

Plan, forecast, and support account renewals within client base

Utilize CRM and other systems and tools as necessary to provide the business with data led reporting

Manage wider stakeholder involvement internally as required (Legal, Operations Contact Centre, PMO, HR etc.)

Ensure management is updated on strategic status of accounts in terms of problems, plans, opportunities and objectives

 Qualifications & Experience

You will have a minimum of 8-10 years’ experience in partnership management

You will be both tactically & strategically minded

You will have the ability to clearly communicate, plan and implement change

You will be an exceptionally strong communicator and highly organized

You will be a great team player, comfortable in delegating and directing people cross functionally

You will be professional in championing clients requirements, ensuring key milestones and objectives are achieved

You will be comfortable developing business and commercial justifications that drive client growth

You will be available to travel as needed

VikingCloud is an equal opportunities employer.