Customer Success Manager

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Location

Dublin, Ireland

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Terms

Permanent / Full Time

Who We Are

Integrity360 is the largest specialist IT security consultancy in the country. We secure the networks, infrastructure and information of some of the leading companies in both Ireland and the UK. We are passionate about what we do, so too must any new recruits.

Integrity360 is currently expanding at a rapid rate – could you be the newest member to our team? We are fun and dynamic and believe in constant learning and development. Progression is a typical buzz word within the organisation. #Whatsthecatch

Job Role

Integrity360 is enhancing our Service Management team due to our expanding business. We have an exciting role for someone who demands operational excellence for our clients and within our organization.

Key elements of the role are:

  • Lead the delivery of service in some of our most esteemed clients. 
  • Build strong working relationships with team members and client personnel. 
  • Understand client expectations and represent our managed service to illustrate how we meet desired security outcomes and support future expansion.
  • Manage day to day efficiencies and create strategies to optimise productivity. 
  • Collaborate with leadership across the account to ensure shared success.

You are personable with natural problem-solving abilities and will be able to demonstrate a track record managing a team towards common goals. You have the ability to excel in a data-driven, metrics-oriented environment while thinking critically and troubleshooting in a fast-paced environment. You have strong presentation and demonstration skills and are able to work effectively with your team, customer, partners, and all levels of executive leadership. You are tech-savvy with a passion for leading a customer centric team.

Leverage the experience and expertise of our team to empower our client to do great things securely.

Responsibilities

People Leadership and Development – Build an excellent team

  • Lead initiatives to build, foster and cultivate a customer focused culture of excellence
  • Maintain a high performing service that achieves and exceeds goals and customer sentiment targets;
  • Coach, develop, motivate and empower employees to achieve their best while enhancing morale;
  • Analyse value delivery to clients with a view of improving service and capacity.
  • Ensure necessary technical training, awareness and experience levels are maintained within the team.

Client Engagement – Align with our clients’ needs

  • Provide escalation support for your clients as and when required
  • Be accountable for meeting and improving SLA & KPIs for managed services
  • Drive continuous process improvement with a view to enhancing customer sentiment
  • Build and maintain strong, trusted working relationships with key client contacts
  • Drive resolution of escalated issues in coordination with other colleagues
  • Flexibility to work out of business hours during critical business requirements

Operational Efficiency – Build the systems and processes to support success

  • Ensure customers experience the value of our services and retention risks are overcome
  • Analyse performance data to make informed decisions about operational and procedural changes.
  • Drive company initiatives and drive the vision, strategy, and roadmap for the future
  • Be an expert on the Integrity360 MSS Platform, with a deep understanding of our technology and content

Desired Skills, Experience and Knowledge

  • A technical mindset with experience in Security, Infrastructure or Networking
  • Proven experience of diligent crisis management in the event of major issues
  • Strong written and verbal communication skills to effectively present business concepts and communicate to all levels of an organization
  • Experience of successful operations management in a 24*7 environment with team leadership experience
  • Knowledgeable on the principles of ITIL and the application of same
  • Understands customer needs with a proven ability to gain, build and maintain stakeholder trust
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