Trustwave

Client Success Manager

Skills

Customer Relationship ManagementCustomer ServiceCybersecurityITILInformation SecurityMicrosoft ExcelMicrosoft Powerpoint

Role

What the job involves

The main requirements, responsibilities and hiring steps.

Assist clients with obtaining value from Trustwave services by serving as the focal point for client relations and addressing and resolving service issues. Enhance client satisfaction by scheduling and hosting regular client meetings, reporting on account status, and providing project management assistance. Document processes, procedures, and service enhancement requests, and escalate support issues for expedited resolution.
Track client initiatives, resolve provisioning concerns, provide support to sales teams during client renewals, and promote services. Interact with internal departments such as Support, Engineering, Sales, and Finance to address client concerns. Travel to client headquarters for face-to-face meetings may be required.
Continuously promote service value by working with management to recommend procedural improvements, support service improvement initiatives, and communicate upsell opportunities to sales teams. Maintain accuracy of client contact information and related records, ensuring seamless service delivery.