Customer Success Manager

Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information. Fueled by decades of security expertise, world-leading global threat research and intelligence, and continuous innovation, our cybersecurity platform protects hundreds of thousands of organizations and millions of individuals across clouds, networks, devices, and endpoints

With 7,000 employees across 65 countries, and the world's most advanced global threat research and intelligence, Trend Micro enables organizations to simplify and secure their connected world. TrendMicro.com

Overview:

Trend Micro is looking for a Customer Success Manager (CSM) that will identify and align Trend Micro (TM) solutions with customer's IT and business objectives. As a CSM, you are expected to work closely with the local sales team and offer assistance for any customer opportunities or issues as well as relay pertinent customer information. The CSM will also need to manage major stakeholders that include customer, sales, partners and the TM technical teams.

Duties & Responsibilities:

• Monitor customer renewal phase for each account and formulate/implement a plan to ensure a high retention rate.
• Act as the project manager for the implementation and maintenance of purchased Trend Micro products.
• Regularly conduct business reviews with the assigned customer and local sales team to cover incident reports, health checks, product roadmaps, and other requirements as needed by the client.
• Manage the relationships with major stakeholders that include the customer, sales, partners, and Trend Micro technical teams.
• 20% travel may be necessary
• Acts as a technical liaison, providing greater insight into the customer system, and greater responsiveness and accountability for the customer.
• Actively involved in managing the troubleshooting of all high and medium severity incidents

Qualifications:

• Must have verbal and written fluency in English
• Strong background in IT, preferably with a degree in Engineering or other IT related fields.
• 5 years of experience in any of the following: customer relationship management, IT sales engineering, IT project management and Technical support.
• Demonstrated expertise in Account Management, Service Management and/or Consulting with an ability to interface with a broad and diverse set of clients.
• Experience with any of the following: Linux/Unix, Microsoft Windows Servers, AWS, VMware vSphere, IIS, MS Exchange and SQL Server is required
• Knowledge with Cybersecurity or IT security-related products is preferred
• Experience on ITIL, ISO 200x and relevant standards is an advantage
• A strong customer advocate who understands & articulate the needs of the account; and efficiently manage the client experience via onsite, online and telephone support
• Can work with grace under pressure and can ensure effective decision making in a fast paced environment
• Able to harness cross-team collaboration
• Proactive and knows how to set priorities

At Trend Micro, we embrace change, empower people, and encourage innovation in a connected world. Our diversity and multicultural workforce are key contributing factors to our success across the globe. Trend Micro provides equal employment opportunity for all applicants and employees. Trend Micro does not unlawfully discriminate on the basis of race, color, religion, sex, pregnancy and childbirth or related medical conditions, national origin, ancestry, age, physical or mental disability, medical condition, family care leave status, veteran status, marital status, sexual orientation, or gender identity.