Partner Success Manager

who we are looking for

Roles & Responsibilities

• Customer Relationship Management
  • Develop and nurture relationships with key clients through regular meetings and calls. 
  • Deliver Quarterly Business Reviews to all clients, developing the customer’s roadmap, and detailed reviews of the service. 
  • Ensure the quality of our services aligns with client requirements. 
  • Identify and drive forward opportunities to expand our service offerings.

• Service Knowledge & Expertise 
  • Act as the customer representative for issues and escalations handled by the team.
  • Keep up with industry trends and news to strategically advise clients, aligning their business missions with best practices. 
  • Facilitate strategic engagement with c-suite from both sides to address emerging trends and client concerns

• Quality Assurance and Process Improvement 
  • Actively seek opportunities to enhance business operations through streamlined processes and procedures.
  • Analyse and review metrics from SOC and IT services both at client level and service level. 
  • Holding the teams accountable for delivering excellence.

• Sales Pipeline Management: 
  • Take ownership of the sales pipeline for existing customers, including managing the existing pipeline and developing new opportunities. 
  • Streamline existing processes to ensure timely delivery of proposals and successful conversion of opportunities.
  • Maintain profitability for key accounts.

• Travel 
  • Occasional travel required to client sites and between the London, Manchester and Bristol offices. 

Objectives

• Create and define a Customer Whitespace report for strategic opportunity.
• Create and define a Capability and Maturity Model based on the Technology Stack and retrospectively complete for the existing client base, whilst driving the initiative forward for new clients during onboarding.
• Utilise the CMM to identify upsell/cross-sell opportunities in order to meet OTE.
• Driving service quality forward by challenging current working processes to drive efficiency.
• SOC Discovery Workshops with prospective clients.
• Insight Workshops with existing clients.
• Follow and refine the Account Review process.
• Maintain comprehensive account review documentation.
• Conduct customer reviews, strategic annual reviews, and quarterly business reviews.
• Include strategic CTI Reporting and Cyber Risk Insight during quarterly business reviews.
• Foster regular catch-ups and engagement.
• Establish rapport with decision makers, understanding their needs and converting them into opportunities.

Key Qualities

• Passion and knowledge for Cyber Security and IT 
• Exceptional task management skills. 
• Methodical and detail-oriented approach. 
• Strong process-driven mindset. 
• Confident presentation abilities. 
• Outstanding interpersonal and communication skills. 
• Sociable, with the ability to fluently discuss industry and service with senior client staff 

Key Skills (desired but not required)

• Pre-existing understanding of Microsoft licensing
• High level understanding of MSP and SOC services 

Benefits

• Base Salary: £50k per annum (dependant on experience)
• Annual performance based bonus
• Individual training budget worth £1,000
• 33 days of holiday, inclusive of bank holidays
• Buy and Sell holiday scheme
• Workplace pension with employer contributions of up to 11%
• Private healthcare package (following successful probation period)
• Regular staff socials
• Unlimited fruit, tea, and coffee in the office
• Cycle to work scheme

Disclaimer: Please note that we do not provide visa sponsorship/relocation assistance for this role. The candidate must hold a valid EU or UK citizenship in order to be considered for the position.