Client Success Manager

Trustwave Government Solutions is a leading provider of data security and compliance services to the U.S. Federal government. Our team of security experts, ethical hackers and researchers, enables our government partners to transform the way they manage their information security and compliance programs results to ensure each customer receives valuable outcomes at the best value. The agencies we work with benefit from our collaborative, innovative approach to meeting their unique needs. We listen carefully and respond nimbly. Our solutions combine industry best practices with customized technology to ensure quality and integrity.

Position Description

Client Success Managers (CSM) assist clients with obtaining the most value from their Trustwave services. CSMs serve as a focal point for client relations and specialize in bringing the right resources together to address and resolve service issues quickly. Each CSM helps their assigned accounts understand their Trustwave portfolio and metrics around their services. The primary responsibility of the Client Success Manager is to drive client satisfaction, turning clients into promoters.

Additional Responsibilities Include

• Demonstrate leadership in exceptional Customer Service and Response.
• Schedule and host regular client meetings and periodic service reviews, reporting on account status and reviewing tickets.
• Ensure the accuracy of client contact information and maintain the currency client-related records and standard documentation.
• Document processes, procedures, and service enhancement requests.
• Escalate support issues and coordinate their expedited resolution.
• Answer questions about Service Level Goals (SLG).
• Provide project management assistance when necessary.
• Track client initiatives and concerns through resolution, proactively seeking to remove obstacles and identify solutions.
• Work to resolve provisioning and service delivery concerns.
• Interact with internal clients such as Support, Engineering, Sales, and Finance as required to address client concerns.
• Escalate quality control issues to MSS Management as appropriate.
• Review associated client documents to coordinate technical activities in scope and manage communications across functions.
• Provide support to Sales teams during the client renewal process.
• Work with MSS Management to recommend procedural improvements and other changes.
• Continually promote the value of services and communicate upsell opportunities to sales teams.
• Support continuous service improvement initiatives
• Travel to client headquarters for face-to-face meetings/presentations may be required.
  
  

Skills & Knowledge Requirements

Must have intermediate skills/knowledge in some of the following:

• Customer Relations Experience
• Project Leadership Experience
• Previous experience in IT or Cyber Security roles is preferred
  
  

Desired Experience & Knowledge

• Professional project leadership experience
• Excellent customer service skills
• Excellent analytical thinking and problem-solving skills
• Strong oral (phone) and written (email) communication skills
• Self-managed and team oriented
• Deadline and detail oriented
• Highly motivated
• Experience with Excel, Outlook, PowerPoint and Word
• Experience with Salesforce.com and ServiceNow
• Familiarity with Information Security concepts
  
  

Education

• A high school diploma or equivalent is required; a college or university degree is a plus.
  
  

This is a remote opportunity open to anyone legally authorized to work in the US. Guided by our flexible workplace philosophy, Moments That Matter, people gather in the office when in-person interaction is most impactful; full-time remote employees may be asked to travel occasionally based on the needs of the team and the business.

Trustwave is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.

Per Federal government contracting requirements, candidate must be a US citizen, as well as potentially pass and maintain a National Agency Check with Local Agency and Credit Checks (NACLC).

To All Agencies

Please, no phone calls or emails to any employee of Trustwave outside of the Talent Acquisition team. Trustwave’s policy is to only accept resumes from agencies via the Trustwave Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Talent Acquisition team. Any resume submitted outside of this process will be deemed the sole property of Trustwave and in the event a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid.