For more than 30 years, our Charterhouse teams have been pushing tech boundaries and exceeding expectations. For the clients we look after, this means delivering integrated technology solutions that drive their business success. Our reputation as a multi-award-winning solutions integrator of cloud, connectivity, networking, mobile and security solutions speaks for itself. Just as our solutions give our customers the freedom and assurance they need, we’ve made sure growth is a given professionally and personally so our colleagues can thrive.
Pentesec, part of the Charterhouse Group, is our multi-award-winning cyber security MSSP. Providing SOC services, cyber security consultancy and training to organisations of all sizes, they deliver a range of Managed Security Services including Managed Detection and Response, Managed Firewall, Managed Intrusion Prevention and more to our customers.
As a Customer Success Associate at our leading Cyber Security Managed Security Services Provider (MSSP), you will play a pivotal role in ensuring the satisfaction and success of our valued clients. Reporting directly to the Head of Professional Services, you will collaborate with our clients to understand their unique security needs, provide expert guidance on our solutions, and contribute to their overall success in mitigating cyber threats. This role offers an exciting opportunity to engage with cutting-edge technologies and make a tangible impact on our clients' security posture.
Our focus has always been on connection and collaboration, which is why we offer hybrid working with the choice to work in our Peterborough office and at home.
Requirements
- Manage a portfolio of Pentesec customers, fostering positive relationships and proactively addressing their needs.
- Build and analyse regular service reports, providing insights and recommendations to improve customer experiences.
- Schedule and lead regular customer cadence calls, ensuring effective communication and alignment with customer expectations.
- Oversee the onboarding and offboarding processes for new customers, ensuring a smooth transition and exceptional experience.
- Be the primary point of contact for customers, offering assistance, advice, and effectively escalating issues when needed.
- Act as the voice of the customer within Pentesec, ensuring their perspectives and requirements are considered in decision-making processes.
- Collaborate with cross-functional teams to drive continual improvement in customer Net Promoter Scores (NPS) and overall satisfaction.
- Educate customers about the full range of Pentesec's service offerings and ensure they are aware of relevant updates and enhancements.
- Collaborate with the Sales teams by identifying and reporting commercial opportunities based on customer interactions.
- Collaborate with Operational teams by reporting technical issues, feedback, and suggestions for service improvements.
- Assist in requesting and coordinating customer policy reviews and upgrades to ensure their security posture remains robust.
Qualifications and Skills
- Exceptional time management and organizational skills, able to manage multiple customer interactions and tasks efficiently.
- Self-motivated and enthusiastic, displaying a strong drive to contribute to customer success and company growth.
- Demonstrated critical thinking and analytical abilities, with a keen eye for identifying trends and opportunities in customer data.
- Strong customer service orientation with excellent relationship management skills, able to establish rapport and trust with diverse clientele.
- Basic knowledge or experience within a technical services/solutions field, enabling effective communication and understanding of customer needs.
- Excellent interpersonal and communication skills, both written and verbal, to interact effectively with customers and internal teams.
- Previous experience in a customer-facing role, ideally within the cyber security domain or IT services industry.
- Strong analytical and problem-solving skills, capable of understanding client needs and identifying tailored solutions.
- Ability to collaborate effectively with cross-functional teams, both internally and externally.
- Thrives in a fast-paced environment, adaptable to changing priorities and able to manage multiple tasks simultaneously.
Benefits
We’re bold and brave when it comes to transforming business operations. Together, we achieve more for our customers, each other and ourselves. From the momentum we’re building to the steps we’re anticipating, this is your chance to be part of it all.
Join us, and your benefits and perks will include private healthcare, Medicash cashback, life assurance, workplace pension, cycle to work scheme,