Manager, Customer Success - Volume Enterprise

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:
We are looking for a Manager of Customer Success focused on serving our Volume Enterprise client base.

This role is responsible for leading the strategy recommendations, digital touchpoint design and implementation of digital customer engagements and managing a team of customer service managers executing and following up on client engagements.

We need a self-starter who has experience with scale but also understands the value of customer success management. The Manager of Customer Success needs to understand business priorities around client onboarding, best-practice and retention along with strong working knowledge of a day in the life for a CSM.

Key Responsibilities:

• Lead digital first client engagement initiatives
• Manage, lead and design new programs to achieve KPIs
• Deliver program metrics and measures
• Effectively partner and communicate with senior management on program strategies, decisions and impacts
• Apply knowledge and standard methodologies to influence & lead strategy and design
• Collaborate across CX teams to implement the required systems, analytics, communication and training needed to deliver scaled interactions
• Manage a small team focused on specialized customer success at scale

Basic Qualifications:

• 5+ years of customer success field or operations experience with 1-2+ years leadership experience
• Experience running scaled/digital customer programs
• Experience in transforming Customer Touchpoints (aka Motions) including design and change management
• Ability to forge relationships across internal organizations and build consensus amidst competing priorities
• Strong influencing skills at all levels of management
• Ability to get results and meet agreed milestones
• Experience working with customer success tools such as Gainsight
• Strong problem solving and priority setting abilities
• Capable of translating complex issues into simple terms to facilitate discussion and decision
• Comfortable working with Senior Leadership and executives
• Possess excellent verbal, written communication and presentation skills
• An enthusiastic teammate with a positive attitude

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.