Client Success Manager

Summary

Join BlueVoyant's dynamic team as a Client Success Manager for EMEA/UK, enhancing the efficiency and effectiveness of our Client Success Team. Lead our clients' Managed Security Service experience and foster client engagement. This remote UK-based role requires occasional travel within the EMEA/UK region. Key responsibilities include portfolio management, CSM initiatives, customer adoption monitoring, training and development, team leadership, client relationship management, operational interface, client satisfaction enhancement, service renewals, client engagement, cross-functional collaboration, and strategic planning. The ideal candidate possesses CSM or TAM management experience, customer portfolio management experience, risk management experience, and cybersecurity experience. BlueVoyant offers a collaborative environment and opportunities for professional growth.

Requirements

• CSM or TAM Management experience
• Customer Portfolio Management experience
• Risk Management experience
• Cyber Security experience
• Promotes excellent team culture and solves organizational problems and drives efficiencies within CS
• Able to define, create, execute service improvement plans with customers
• Ability to provide advanced feedback and technical requirements for process maturity

Responsibilities

• Manage EMEA portfolio customer risk, adoption, retention, and expansion, as well as customer escalations
• Manage EMEA CSM projects, tasks and initiatives to improve processes, methods and outcomes within the Client Success Team worldwide
• Monitor and analyze customer usage data to identify patterns, trends and areas for improvement
• Manage EMEA CSMs training program outcomes to develop high-value technical knowledge and understanding of BlueVoyant’s Product and services
• Inspire and motivate the team to achieve adoption, retention and expansion targets and enhance their effectiveness and success
• Lead, mentor, and develop a team of customer success professionals to ensure high performance, efficiency, and continuous improvement at all levels
• Oversee a portfolio of client relationships, ensuring successful adoption of BlueVoyant products and a seamless journey from onboarding to steady state. Lead the EMEA/UK portfolio of customers as a coach and manage customers directly as a player
• Work with the sales team to manage successful renewal and expansion of the EMEA/UK portfolio
• Work with operations teams to ensure consistent service delivery quality
• Manage client risk and issues from identification to resolution
• Advocate for capability improvements with the Product Management team
• Demonstrate ongoing performance improvements with the SOC team
• Work with the support organization to ensure customer support is timely and effective
• Develop and implement service improvement plans as needed
• Enhance the client experience to achieve high satisfaction ratings and create referral accounts
• Drive successful renewals through high client satisfaction and risk management
• Encourage clients to participate in case studies and marketing events
• Identify and promote cross-sell and up-sell opportunities in partnership with the Sales team
• Collaborate with operations and product teams to align on customer success goals and initiatives
• Provide expert guidance on cybersecurity best practices and industry trends
• Develop and implement strategies to improve customer retention and reduce churn

Preferred Qualifications

• Third Party Risk experience
• Microsoft experience