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We are seeking a highly skilled and motivated Customer Service Professional to join our team. This role is a vital part of our Customer Success Team, responsible for overseeing the onboarding process of vendors onto our cybersecurity system for our esteemed clientele.

The successful candidate will serve as the main point of contact for vendors on behalf of our clients, ensuring seamless integration and continued support throughout the vendor onboarding process. They must be comfortable with working under tight deadlines, multitasking, utilizing various tools, and managing and responding to a large influx of customer service-related inquiries.

The role
Vendor Liaison: Serve as the main point of contact for vendors on behalf of our clients, engaging in negotiations and handling communications over phone and email to ensure optimal terms and agreements for our service.
Client Relationship Management: Act as an additional point of contact for our clients throughout the vendor onboarding process, collaborating closely with the customer success team to serve as another trusted advisor and advocate, building and maintaining strong relationships.
Onboarding Coordination: Lead the onboarding process for vendors onto our cybersecurity platform, collaborating closely with internal teams and external stakeholders to ensure a smooth and efficient transition.
Difficult Conversations: Handle challenging conversations with vendors and clients professionally and effectively, addressing concerns and resolving conflicts to achieve mutually beneficial outcomes.
Issue Resolution: Proactively identify and address any issues or challenges that arise during the onboarding process, working diligently to find effective solutions and mitigate risks.

We are looking to hire a Customer Success Manager who will be responsible for maintaining and expanding relationships with a portfolio of customers in the EMEA region.



what youll do:

Be the customer advocate within the organization - operating as the lead point of contact for customer matters specific to your accounts. Representing the company at customer accounts and voicing customers needs internally.

Own shared responsibility for customer churn.

Review customer status and seek resolution for open issues (bugs, product features, requests for additional licenses, regulation changes).

Own responsibility for invoice payments, renewals, contractual changes.

Collaborate with our sales team to achieve quotas while keeping our clients highly engaged.

Identify up-sell opportunities and communicate them to the relevant business line owner.

Facilitate and support up-sell processes.

Establish productive and close relationships with key stakeholders at customer accounts, and hold regular meetings (both onsite and remote) with customers.

Communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.

Maintain all information on customer activity within the CRM platform.