Cyber Security jobs across the world
Copyright 2024 All Rights Reserved by YipCraft
We will contibute 1% of your purchase to remove CO2 from the atmosphere.
Cyber Security jobs across the world
Copyright 2024 All Rights Reserved by YipCraft
We will contibute 1% of your purchase to remove CO2 from the atmosphere.
When you join Trend, you become part of a unique and diverse global family and you get to work towards a world safe for exchanging digital information.
ABOUT TREND MICRO
Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information. Fueled by decades of security expertise, global threat research, and continuous innovation, Trend Micro's cybersecurity platform protects hundreds of thousands of organizations and millions of individuals across clouds, networks, devices, and endpoints. As a leader in cloud and enterprise cybersecurity, the platform delivers a powerful range of advanced threat defense techniques optimized for environments like AWS, Microsoft, and Google, and central visibility for better, faster detection and response. With 7,000 employees across 65 countries, Trend Micro enables organizations to simplify and secure their connected world. For additional information, visit www.trendmicro.com
You will play a pivotal role in discovering, designing, delivering and executing on the Customer Success team’s overall strategy. Your focus would be on four major CS Ops elements: Process, Tooling, Data, People.
You will be responsible to help the Customer Success organization to:
Key Responsibilities:
Process (including Stakeholder Roles and Responsibilities) - to drive value and outcomes for customers
Evaluate, design, implement, and optimize Customer Success processes and playbooks
Define customer journey maps, standardize onboarding procedures, and establish best practices
Drive continuous improvement through regular reviews of processes, systems, and performance metrics
Tooling - architect and maintain the Customer Success Tech Stack and Systems (including CS Platform).
Influence on maintaining the CS Platform and CRM – data and process
Key stakeholder in the selection, implementation, integration and administration of CS technology solutions
Ensure systems are configured and optimized to support the needs of the customer success operations
Data and Analysis – to drive actions and measure impact
Develop dashboards and reports to provide visibility into key metrics
Using the data visibility to guide CS playbooks strategy and execution
Establish KPIs and metrics to track the effectiveness and impact of the CS initiatives – channel the results back to improving Process
People - Stakeholders and Change Management
Communication: Ensure CS strategy and initiatives are effectively communicated and stakeholders on-boarded
Educate: Enable task-owners on CS playbooks and programs
Adherence: Serve as a bridge between customer-facing team-leaders, facilitating communication and knowledge sharing
Requirements:
5+ years of experience in customer success operations or related roles, with at least 2 years in a managerial capacity.
CS Ops certification and/or CS Platforms certification a PLUS.
Strong analytical skills with the ability to gather, analyze, and interpret data.
Proficiency in customer success platforms (eg. Planhat) and CRM systems.
Excellent communication and interpersonal skills, with the ability to effectively collaborate across teams and influence stakeholders.
Strategic thinker with a proactive approach to problem-solving and decision-making.
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Trend Micro strive to build an environment of equity and inclusion, which reflects diverse points of view. We welcome, value, promote, and celebrate diversity - the very experiences and attributes that make us who we are, including but not limited to race, ethnicity, nationality, gender, gender identification, sexual orientation, level of ability, age, religion, veteran status, socio-economic status, and political philosophy.
We embrace change, empower people, and encourage innovation. Join Trend Micro and Thrive with us.