Client Success Manager, EMEA/UK Manager

BlueVoyant; London; Remote; GBP 50,000 - 90,000

Job description

Client Success Manager, EMEA/UK
Location: Remote in the UK (Local travel required at times to meet with clients)

Overview:
BlueVoyant is seeking a CSM Manager for EMEA/UK, to enhance the efficiency and effectiveness of our Client Success Team and lead our clients' Managed Security Service experience. Join a dynamic team dedicated to fostering client engagement and advocating for an exceptional client experience with key stakeholders at BlueVoyant. We welcome remote UK candidates who can travel as needed within the EMEA/UK region to engage with prospects and clients.

Key Responsibilities:

• Portfolio Management: Responsible for managing EMEA portfolio customer risk, adoption, retention, and expansion, as well as customer escalations.
• CSM Initiatives: EMEA manager of CSM projects, tasks, and initiatives to improve processes, methods, and outcomes within the Client Success Team worldwide.
• Customer Adoption: Monitor and analyze customer usage data to identify patterns, trends, and areas for improvement.
• Training and Development: Responsible for EMEA CSMs training program outcomes to develop high-value technical knowledge and understanding of BlueVoyant’s Product and services.
• Drive Team Success: Inspire and motivate the team to achieve adoption, retention, and expansion targets and enhance their effectiveness and success.
• Coaching and Management: Lead, mentor, and develop a team of customer success professionals to ensure high performance, efficiency, and continuous improvement at all levels.
• Client Relationship Management: Oversee a portfolio of client relationships, ensuring successful adoption of BlueVoyant products and a seamless journey from onboarding to steady state. Lead the EMEA/UK portfolio of customers as a coach and manage customers directly as a player.
• Operational Interface: Act as the liaison between BlueVoyant teams to:
  • Work with the sales team to manage successful renewal and expansion of the EMEA/UK portfolio.
  • Work with operations teams to ensure consistent service delivery quality.
  • Manage client risk and issues from identification to resolution.
  • Advocate for capability improvements with the Product Management team.
  • Demonstrate ongoing performance improvements with the SOC team.
  • Work with the support organization to ensure customer support is timely and effective.
  • Develop and implement service improvement plans as needed.
• Client Satisfaction: Enhance the client experience to achieve high satisfaction ratings and create referral accounts.
• Service Renewals: Drive successful renewals through high client satisfaction and risk management.
• Client Engagement: Encourage clients to participate in case studies and marketing events.
• Cross Functional Collaboration: Identify and promote cross-sell and up-sell opportunities in partnership with the Sales team. Collaborate with operations and product teams to align on customer success goals and initiatives.
• Strategic Planning: Provide expert guidance on cybersecurity best practices and industry trends. Develop and implement strategies to improve customer retention and reduce churn.

Qualification/Requirements:

• CSM or TAM Management experience.
• Customer Portfolio Management experience.
• Risk Management experience.
• Cyber Security experience.
• Third Party Risk experience a plus.
• Microsoft experience a plus.
• CSM or TAM experience.
• Promotes excellent team culture and solves organizational problems and drives efficiencies within CS.
• Able to define, create, execute service improvement plans with customers.
• Ability to provide advanced feedback and technical requirements for process maturity.

About BlueVoyant:
At BlueVoyant, we recognize that effective cyber security requires active prevention and defense across both your organization and supply chain. Our proprietary data, analytics, and technology, coupled with deep expertise, works as a force multiplier to secure your full ecosystem. Accuracy! Actionability! Timeliness! Scalability!

Led by CEO, Jim Rosenthal, BlueVoyant’s highly skilled team includes former government cyber officials with extensive frontline experience in responding to advanced cyber threats on behalf of the National Security Agency, Federal Bureau of Investigation, Unit 8200, and GCHQ, together with private sector experts. BlueVoyant services utilize large real-time datasets with industry-leading analytics and technologies.

Founded in 2017 by Fortune 500 executives, including Executive Chairman, Tom Glocer, and former Government cyber officials, BlueVoyant is headquartered in New York City and has offices in Maryland, Tel Aviv, San Francisco, London, Budapest, and Latin America.

All employees must be authorized to work in the United Kingdom. BlueVoyant provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, BlueVoyant complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.