Customer Success Representative

2 weeks ago

Cape Town, South Africa The Vocation Station Full time

**Customer Success Representative**

**_
**_We do have a great company culture with a hybrid / remote work policy_**
- The Customer Success Representative (CSR) is responsible for general communication, oversight of initiatives and being a single point of reference for the client. A CSR will have several dedicated clients and present monthly reports to them, log tasks associated and build relationships with their clients at different levels. Where necessary the CSR will escalate complex issues related to cyber security to the VISO (Virtual Information Security Officer) team for consultation. _**_Overall the CSR is an important role to ensure client satisfaction._**_ While this is not a deeply technical role, there is an opportunity to be exposed to different client environments, cyber security challenges and grow ones career to be specialized in cyber security._

**Experience**
- 2-3 years of full-time work experience in Information Technology.
- Experienced in reporting back to business stakeholders including at a management level.
- Communicating with multiple stakeholders and prioritizing tasks where required.
- Working under pressure where multiple stakeholders and managing expectation mismatches.

**Responsibilities**
- Compile monthly reports for presentation to the clients. While most reports have automated collation, some manual reporting is required.
- Understand and present monthly reports to clients, where required the VISO team will assist in explaining complex topics or answering technical questions.
- Work closely with cybersecurity analysts to understand technical and cybersecurity issues and translate these to a wider audience.
- Work with the VISO (Virtual Information Security Officer) team to discuss service improvements and other areas where customers cyber security can be improved.
- Intermediary contact between the clients technical teams and Infrastructure and Systems teams to communicate any challenges to the client.
- Track various initiatives with clients to ensure they are followed through to resolution.
- Functioning as the primary contact for NView MDR customers in terms of continued success of the NView MDR service. While no on-site visits are required it is expected to build relationships with clients to become their point of contact.
- You have **excellent communication skills** (written and verbal) and are able to adapt your communication depending on the audience and stakeholder.
- Dedicated individual with a pennant for tenacity, following through on tasks with a passion for completeness.
- You must have a sense of curiosity, and a willingness to learn or discover.
- You work well in a team and not only multiple teams but between stakeholders across different businesses.
- It would be beneficial if you are technically minded, understanding the concepts of Information Technology and specifically Information Security/Cybersecurity
- You have an understanding or a desire to learn concepts of Cybersecurity governance, policies, related standards and guidelines.

**Qualifications**
- All relevant IT qualifications/certifications will be considered

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