Client Success Manager

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Location

Hybrid (UK)

Type

Full Time

Salary

£40,000 per annum

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 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 & upcoming initiatives.

Location: Hybrid, with 1-2 days travelling per week to the company office, client sites or other locations as needed in the performance of the role.

Key responsibilities

Build and maintain strong, human relationships with clients, promoting trust and partnership
Conduct frequent feedback sessions to gather client insights
Proactively manage and resolve client concerns, if they occur
Monitor NPS and CSAT scores, gather additional feedback and follow up on results to drive continual improvement
Collate and deliver key service metrics to clients on a regular basis
Compile & present quarterly business reviews – highlighting service performance and deliverables
Provide clients with timely updates on service enhancements and changes, outside of quarterly business review sessions
Collaborate with clients and internal teams to identify growth opportunities – passing them into internal teams for follow-up
Ensure timely renewals by planning & co-ordinating the processes, excluding commercial negotiations

Essential skills

24+ months 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 of IT services and solutions
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
Service-oriented; desire to deliver excellent customer service
Exceptional: Consistently 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

Working as an account manager or similar role for a cyber security managed services provider
12+ months proven work experience in IT Managed Services
Knowledge of NPS/CSAT methodologies and experience in driving improvements based on these metrics
Familiarity with cyber security industry trends and managed services
Demonstrated ability to lead client meetings and presentations with confidence
Ideal GC Index Profile: Playmaker, Implementer
Certified in Cyber Security, ISC2
Degree or degree level equivalent qualification

Benefits

28 days annual leave + bank holidays
Full training & ongoing support
Regular company social events
Life cover
Sickness cover*
Health cover*
Home working allowance*
5% employer pension contribution*

*on completion of probation