Technical Customer Success Manager - Cyber Security

We are looking for a Technical Customer Success Manager who will join a small team in representing the Advanced Threat Centre in our ECS (Enterprise Cyber Security) Business.  This role is characterised by the need for technical and operational delivery knowledge and skills within cyber security and a well-developed ability to understand the client’s business and requirements as well as the business challenges and risks that organisations face. 

Customer Success is about working directly with our customers and our internal delivery teams, to help drive innovation and improve services. By interfacing directly with customers, you will serve as a direct conduit for feedback from Fujitsu’s customers with both positive feedback, and customer escalations to drive continuous service improvements! Customer success is about building relationships with Customer’s and becoming very familiar with your assigned customers and their needs, as well as looking for opportunities where Fujitsu can assist with their challenge and drive growth.

Technical Customer Success Manager (Cyber Security)

UK Flexible – (Travel may be Required)

Our purpose is to make the world more sustainable by building trust in society through innovation. As a Customer Success Manager you will contribute to this by working directly with our customers to help them get the most out of their services with Fujitsu, building trusted relationships with business leaders and serving as an escalation point to address service issues and concerns to ensue we become trusted business advisors.

Your role will involve

1. Relationship Management & Advocacy:

• Build and maintain strong, positive relationships with clients and internal account teams.

• Serve as the primary point of contact for all client inquiries, requests, and issues.

• Act as the voice of the customer within the company, advocating for their needs and interests.

• Ensure high levels of client engagement and satisfaction.

2. Customer Onboarding & Enablement:

• Oversee a smooth and efficient onboarding process for new customers.

• Provide guidance, and advice on cybersecurity best practices and our solutions.

• Ensure clients are well-equipped to utilize our services effectively.

3. Service Delivery & Growth Support:

• Ensure successful delivery of cybersecurity solutions and services, meeting client requirements and timelines.

• Provide technical advice and assistance to sales and pre-sales teams.

• Support business growth by assisting with bids, renewals, and identifying upsell opportunities.

4. Continuous Improvement & Issue Resolution:

• Act as a conduit for customer feedback to drive continuous service improvements.

• Proactively address and resolve customer issues, leveraging feedback for corrective actions.

• Serve as the main escalation point for service issues, ensuring prompt and effective resolution.

• Collaborate with internal teams to identify and mitigate risks impacting client satisfaction.

   

Key Goals:

• Reduce account exits and increase renewals.

• Support business growth and identify upsell opportunities.

• Help customers achieve their cybersecurity objectives.

• Support smooth and successful onboarding of new services

• Build and maintain strong customer and internal relationships.

This is not an exhaustive list, there may at time be a requirement for you to carry out other tasks.

Your transferable skills and experience:

• Strong experience working within a technical cyber security role, with experience in sales/presales activities.
• Experience working in implementation, operations, or consulting roles.
• Degree in a computer science or information systems related discipline, or equivalent relevant experience.
• Technical background and good understanding of Cyber Security technologies.
• Ability to communicate information security-related concepts to a broad range of technical and non-technical personnel.
• Good thought leadership abilities and experience, demonstrating ability to think outside the box and to recognise nuances and trends within the market before they are mainstream. 

Please note: It’s still worth applying even if you do not meet all the requirements above. We are passionate about investing in you and your career and if you have the transferable skills/ background in customer service or relationship management this could be the next opportunity for you.

Your benefits:

26 Days annual leave plus public holidays (3 flexible)

Pension – Double matching contributions of up to 10%

Life assurance

Companywide incentive plans

Your choices (Flexible benefits such as increased holidays/ travel/ dental critical illness and more)

Perks at work – employee discounts

Employee assistance programme/ virtual GP

Medical Cover

Recruitment process

The recruitment process consists of two stages of interviews.

We are a Disability Confident Employer and will offer an interview to disabled applicants who meet the minimum/essential criteria for the role. Email EMEIArecruitment@fujitsu.com if you would like to apply through the Disability Confident Interview Scheme. 

Achieve Together

We are recognised as a responsible and inclusive employer: Not only are we a certified Disability Confident Leader, a Times Top 50 employer for Gender Equality, a Top 75 employer for Social Mobility, accredited with the Living Wage Foundation and a signatory for the Race at Work Charter, but we are also committed to the United Nations standards for LGBTI+ and a Stonewall Top 100 Employer.

We are people centric: Our work environments enable you to Be Completely You. Our active people-led Inclusive Community networks are representative of all aspects of diversity and are instrumental in enabling and supporting our innovative approach to inclusion. 

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