Client Success Manager at Trustwave Holdings, LLC in Chicago, Illinois

Posted in Customer Service 16 days ago.





Job Description:

Trustwave Holdings, LLC

Trustwave is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.



Position Description:

Client Success Managers (CSM) assist customers with obtaining the most value from their Trustwave services. CSMs serve as a focal point for client relations and specialize in bringing the right resources together to address and resolve service issues quickly. Each CSM helps their assigned accounts understand their Trustwave portfolio and metrics around their services. The primary responsibility of the Client Success Manager is to drive customer satisfaction, turning customers into promoters.

Additional responsibilities include:
  • Demonstrate leadership in exceptional Customer Service and Response
  • Schedule and host regular customer meetings and periodic service reviews, reporting on account status and reviewing tickets.
  • Ensure the accuracy of customer contact information and maintain the currency of customer-related records and standard documentation
  • Document processes, procedures, and service enhancement requests.
  • Escalate support issues and coordinate their expedited resolution.
  • Answer questions about Service Level Goals (SLG).
  • Provide project management assistance when necessary.
  • Track client initiatives and concerns through resolution, proactively seeking to remove obstacles and identify solutions.
  • Work to resolve provisioning and service delivery concerns.
  • Interact with internal clients such as Support, Engineering, Sales, and Accounting, Finance as required to address customers concerns.
  • Escalate quality control issues to MSS Management as appropriate
  • Work with MSS Management to recommend procedural improvements and other changes.
  • Continually promote the value of services and communicate upsell opportunities to sales teams.
  • Assist with coverage of CSM ticketing queues.
  • Support continuous service improvement initiatives.

Skills & Knowledge Requirements:
Must have intermediate skills/knowledge in some of the following:
  • Customer Relations Experience
  • Project Leadership Experience
  • Business level (verbal/written) Spanish is a must

Desired Experience & Knowledge:
  • Professional project leadership experience
  • Excellent customer service skills
  • Excellent analytical thinking and problem-solving skills
  • Strong oral (phone) and written (email) communication skills
  • Self-managed and team oriented
  • Deadline and detail oriented
  • Highly motivated
  • Experience with Excel, Outlook, PowerPoint and Word
  • Experience with Salesforce.com and ServiceNow
  • Familiarity with Information Security concepts


Education:

We prefer college-educated applicants, but at minimum, high school diploma or equivalent plus multiple years of work experience is required for employment.



To All Agencies:

Please, no phone calls or emails to any employee of Trustwave outside of the Talent Acquisition team. Trustwave's policy is to only accept resumes from agencies via the Trustwave Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Talent Acquisition team. Any resume submitted outside of this process will be deemed the sole property of Trustwave and in the event a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid.PI133296085