Job description
Discover Trend
Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information. Fueled by decades of security expertise, global threat research, and continuous innovation, Trend Micro's cybersecurity platform protects hundreds of thousands of organizations and millions of individuals across clouds, networks, devices, and endpoints. As a leader in cloud and enterprise cybersecurity, the platform delivers a powerful range of advanced threat defense techniques optimized for environments like AWS, Microsoft, and Google, and central visibility for better, faster detection and response. With 7,000 employees across 65 countries, Trend Micro enables organizations to simplify and secure their connected world. For additional information, visit
www.trendmicro.com
Discover You
At Trend, we are always looking for top talent. We hire capability 1st, and you will work with the best. When you join us, you have direct access to any level, and freedom to make an impact and influence. With Trend Micro, you drive your own development. You are recognised for your passion to succeed, and can be the best part of yourself here.
Discover your next exciting career opportunity….
At Trend, we are always looking for top talent. We hire capability 1st, and you will work with the best. When you join us, you have direct access to any level, and freedom to make an impact and influence. With Trend Micro, you drive your own development. You are recognised for your passion to succeed, and can be the best part of yourself here.
Discover your next exciting career opportunity….
Our values are at the heart of everything we do:
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Customer | we consider the customer’s needs above everything else and we’re passionate about doing so!
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Change & Innovation | we know there’s always room for improvement so here at Trend we encourage you to be an advocate for change. Sometimes you might get it wrong- but we see failure as a chance to learn for those who dare to take a risk.
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Collaboration | everyone gets a voice; everyone will be heard.
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Trustworthiness | we hire capability first, and you will work with the best. Expect support and role models, not micromanagement
Customer Success Manager, French speaking
This is an exciting new additional role within the Customer Success team.
The customer success manager is responsible for proactively driving customer post-sale activities throughout the customer journey to ensure our customers receive maximum value from their solutions. This person should orchestrate an organization’s capability to deliver a positive and integrated customer experience and executes programs to drive adoption. The customer success manager gains and leverages account intelligence to drive best practices throughout the customer lifecycle.
The Responsibilities:
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Partner with the the account team to define and execute on account strategy.
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Collaborate with support, services and training to orchestrate a positive customer experience during the onboarding journey, helping customers to derive value through implementation of Trend Micro Solutions.
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Understand a customer’s overall use of the organization’s products, services, education and support services, within their IT infrastructure and provide advise on technical best practice recommendations on configuration.
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Understand customer’s business priorities, overall technology landscape and organization to ensure use of support processes and escalation procedures to drive desired business outcomes
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Act as an internal advocate between customers and business functions (e.g. Sales, professional services, education) to ensure the appropriate resources are engaged to address specific obstacles impeding a customer’s adoption
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Promote customer participation in customer communities and customer usage of available knowledge base and online support tools
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Build and maintain strong working relationships with colleagues in sales, services, support, operations, product development and product marketing to cultivate cooperation in customer activities
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Ensure notification of major software releases and any end-of-service/end-of-life announcements are delivered appropriately to the customer using scalable methodologies to execute communication.
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Management and alignment to Customer success metrics including Customer retention, Customer Health scores, Customer Satisfaction and loyalty, expansion of Customer adoption of Trend Micro technology
You Are:
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Customer Centric with the ability to build strong relationships with key stakeholders.
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Tenacious, flexible, highly motivated & proactive, and able to manage your time autonomously under tight deadlines
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Effective at working independently
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Meticulous record keeper with focus on detailed tracking during the life of your customer engagement.
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A natural collaborator and able to influence and work cross functionally
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Excellent communicator(both written and verbal) with a strong ability to negotiate, mediate and chair discussions under stressful conditions with ongoing business-critical outages
You Have:
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Minimum of 2 years’ experience in Customer success, support or service with demonstrated competence handling difficult complex scenarios
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Background in IT with strong fundamental knowledge in networking, operating systems, troubleshooting, network security & malware; Industry certifications an advantage
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IT project management experience
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Strong ability to communicate effectively at all levels – including with senior management and technical personnel
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Exceptional critical thinking & situation awareness skills with the ability to perceive aspects and solutions that no-one else sees, thinking “out of the box”
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Outgoing personality with a desire to develop a deep awareness of Trend Micro operations and form long-lasting coalitions with key players both internal & external
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Fluent in both French and English
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. We like to have fun while taking our culture seriously. We are an equal opportunity employer and are committed to this regardless of race, colour, religion, sex, nationality, age, citizenship, sexual orientation, marital status, gender identity or veteran status. We do not allow discrimination or harassment of any kind.
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