Customer Success Representative

7 days ago

Cape Town, South Africa Nclose Full time

**Description**:

- 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 senior team members. _**_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 one’s career to be specialised in cyber security. _

**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 senior team members will assist in explaining complex topics or answering technical questions.
- Functioning as the primary contact for Cyberfire MDR customers in terms of continued success of the service. On-site visits maybe required, and it is expected of the CSR to build relationships with clients.
- Work closely with cybersecurity analysts to understand technical and cybersecurity issues and translate these to a wider audience.
- Work with senior team members to discuss service improvements and other areas where customers’ cyber security can be improved.
- Intermediary contact between the client’s technical teams and our Infrastructure and Systems teams to communicate relevant information to the client.
- Track various initiatives with clients to ensure they are followed through to resolution.

**Requirements**:

- All relevant IT qualifications/certifications will be considered.
- 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 prioritising tasks where required.
- Working under pressure where multiple stakeholders and managing expectation mismatches.
- You have **excellent communication skills** (written and verbal) and can 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. Time and task management are of utmost importance.
- 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.

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