The role

The Customer Success Manager serves as the key point of contact for S-RM’s corporate customers utilising S-RM's Polus suite of managed cyber services solutions. As we build the Managed Cyber Security Services practice rea, we are looking for a someone with proven track record of managing and expanding customer relationships. The job duties are varied and complex, utilising independent judgement. Ultimately, the customer success manager is responsible for maintaining and growing the revenue from S-RM's Polus managed services customer base and ensuring long term high level of satisfaction with solution delivery. The role will require an understanding of managed services such as MDR but not detailed technical proficiency in these areas. Your role will be to help manage customer accounts and relationships and facilitate the liaison between clients and our technical consultants.

Other features of the role include:

Customer Success & Account Management Role

Client Relationship Management

• Serve as the primary point of contact for key S-RM Polus managed services customers in your region.
• Ensure an excellent onboarding experience for new Polus customers by working closely with the delivery & pre-sales teams.
• Develop timely pricing and proposals for Polus Managed Services opportunities for the sales team.
• Lead client engagement through regular update meetings and relationship management.
• Build foundations for successful long-term relationships and ensure successful renewals.

Client Growth & Expansion

• Work closely with S-RM consulting teams and practitioners to identify cross-selling and expansion opportunities.
• Coordinate with technical consultants across S-RM's regional offices to introduce different services.
• Develop and execute account targets and strategies leveraging consulting resources.
• Be the sparring partner for prospective clients, identifying their needs and discussing suitable solutions.
• Collaborate with colleagues from different teams to manage the entire sales process, including qualification, solution design, client presentations, quotations, and contracting. 

Customer Support & Operations

• Provide first-line support for managed services clients in your territory by ensuring that technical queries from clients reach the right technical SMEs within S-RM’s consulting and managed services teams.
• Work closely with product leads on customer troubleshooting and technical support.
• Collaborate with cyber operations teams to ensure excellent administrative client experience. 

Process Development & Scaling

• Design and build automated processes to scale the customer support function.
• Take responsibility for developing processes to optimise renewals and customer retention.
• Be a key contributor to designing and operationalising the client lifecycle management for managed services customers.

Product Knowledge & Solutions Alignment

• Develop in-depth knowledge of the Polus suite of managed services offerings
• Align customer needs with appropriate solutions

What we're looking for

We think candidates with the following qualifications and experience are likely to succeed within Business Development at S-RM.

That said, if you don’t think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box — we’re looking for candidates that are particularly strong in a few areas and have some interest and capabilities in others. Most importantly, whilst existing knowledge of cyber security is not a prerequisite, you will need to demonstrate a keen interest to develop your career in this fast-moving sector.

We nurture a culture of equality, diversity and inclusion and we are dedicated to developing a workforce that displays a variety of talents, experiences and perspectives.

The following qualifications are relevant to this position:

• The ability to work independently to build relationships with a variety of both technical and non-technical stakeholders at S-RM’s clients.
• Independently develop strategies and ideas to deepen and grow customer relationships.
• Be a self-starter able to quickly understand the S-RM value proposition and build internal relationships to stay current on our positioning across teams and regions.
• An interest to develop knowledge and subject matter expertise across new technologies, security, risk management and global trends and threats will ensure you have credibility and earn trust with the prospects you speak to.
• The ability to be flexible and work in a rapidly changing environment is required.
• Aptitude for technology, knowledge of spreadsheet and Salesforce utilisation.
• Experience creating offers, writing proposals, participating in RFPs
• Speak Dutch and English fluently. Whilst not required, it is a plus if you are also proficient in German.

The successful candidate must have permission to work in the Netherlands  by the start of their employment.

Our benefits

We offer thoughtful, balanced rewards and support to help our people do their best work and live their lives outside it, including:

• Maternity and paternity benefits including:
• Maternity leave: 26 weeks full pay followed by 13 weeks half pay
• Paternity leave: 6 weeks of full pay
• 25 holiday days per year, which increases with service to a maximum of 30 days + public holidays
• 7% matching pension contribution
• Several options around mobility such as an OV-card or a lease car
• 4 x annual salary life insurance
• EAP for your mental wellbeing, including counselling sessions available to you and your family
• Free access to the world-famous mindfulness app Headspace
• Flexible working hours
• Extensive training available, including through LinkedIn Learning with access to more than 13,000 different courses

Please apply to this role via: Job Application for Customer Success Manager at S-RM