Client Success Manager

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Location

Home-based, with 4-5 days travelling per month to the client sites or other locations as needed in the performance of the role.

Type

Full Time

Salary

Up to £40,000

Company overview

Longwall Security is a specialist provider of cyber security services. We are dedicated to safeguarding digital assets for our range of high profile clients and ensuring the integrity of their data and their customers’ data. Our team is employing innovative strategies and advanced technologies to counteract evolving cyber threats.

About the role

As a Client Success Manager at Longwall Security, you’re an advocate for client excellence. You will work alongside our service, security operations, and consulting teams to build a trusted partnership with our clients – ensuring we deliver on our purpose. Your focus will be the proactive management of relationships with our strategic clients, ensuring clients are kept up to date with key metrics, service updates and upcoming initiatives.

You will also be responsible for managing client deliverables, regularly checking in on onboarding and consulting projects to ensure milestones are met and any issues are addressed promptly.

For the full job description, click here.

Key responsibilities

Client relationship management – build and maintain strong, trust-based relationships with clients, acting as their advocate within Longwall Security
Client feedback & improvement – conduct regular feedback sessions, including the use of NPS/CSAT surveys to capture client insights and drive service improvements
Issue resolution – proactively manage and resolve client concerns where needed, escalating where necessary to ensure client satisfaction
Service reporting – collate and deliver key service metrics to clients on a regular basis. This includes Quarterly Business reviews and Service Updates – highlighting service performance, enhancements, deliverables & strategic recommendations
Growth opportunity identification – collaborate with clients and internal teams to identify potential growth opportunities, ensuring these are communicated to relevant internal stakeholders for follow-up
Contract renewals – initiate and coordinate timely renewal discussions with the account management team to maintain ongoing client relationships

Essential skills

Experience:

24 months or more experience in a client-focused role, building lasting trusted partnerships
Experience in conducting quarterly business reviews and managing client feedback processes
Proven experience working within the IT industry, with an understanding or IT services and solutions

Knowledge & skills:

Concise & precise in communication; speak & present with certainty & conviction
Understanding of security fundamentals & business requirements
Proficient in using CRM systems and reporting tools to track client interactions and performance metrics
Strong time management & organisational skills
Understanding or project management delivery styles

Behaviours:

Service-orientated; desire to deliver excellent customer service
Exceptional: consistency strive to exceed expectations
Trusted: act with integrity to build enduring partnerships
Determined: fail fast and strive to succeed
Human: leave no-one behind

Desirable skills

Experience:

Working as an account manager or similar role for a cyber security managed services provider
12 months or more proven work experience in IT Managed Services
Delivering long-term project engagements with clients, ensuring successful delivery

Knowledge & skills:

Knowledge of NPS/CSAT methodologies and experience of driving improvements based on these metrics
Familiarity with cyber security industry trends and managed services

Behaviours:

Demonstrated ability to lead client meetings and presentations with confidence
Ideal GC Index Profile: Playmaker, Implementer

Qualifications:

Certified in Cyber Security
ISC2
Degree or degree level equivalent qualification

The recruitment process

Our process is transparent and designed to give you a solid understanding of the role and our culture. It includes two stages:

A remote interview with future peers
A follow-up, in-person interview where you’ll meet the hiring manager and other team leads. You’ll be asked to prepare and present on a relevant scenario or topic.

Benefits

28 days annual leave + bank holidays
ongoing fully funded training & certifications
regular company social events
life cover
sickness cover*
private medical cover*
home working allowance*
5% employer pension contribution

*on completion of probation