Description

The Customer Success Manager is crucial in ensuring a positive customer experience and fostering strong working relationships. They act as a bridge between the support and sales teams, contributing to business growth and profitability. The Customer Success Manager is responsible for ensuring that SBS Customers receive timely and exemplary support in addition to supervising Customer Success personnel. The primary goal with the SBS Customer Success team is to proactively provide a resource for our TRAC customers to ensure they understand how to use TRAC as well as the benefits of the tool. This role also ensures any issues with the software are resolved quickly and/or escalated to the development team for resolution. This role will work with the Customer Success Specialists to promote the value of TRAC to our customers and identify opportunities to upsell additional products and services, which are then handed off to the sales team. We are looking for a passionate problem-solving individual who is willing to learn and adapt to the changing landscape of cybersecurity. 

Why Choose SBS?
Are you interested in an exciting opportunity to work for an innovative company with a people-focused, collaborative culture in the booming cybersecurity industry? If so, then we want to talk to you! SBS CyberSecurity, LLC (SBS) is a premier cybersecurity consulting and audit firm focused on assisting organizations to achieve and maintain a proactive cybersecurity mindset. We strongly believe our people are our number one asset and strive to provide an enjoyable working environment where employees feel supported, valued, and challenged. Join SBS CyberSecurity, and you will:

• Be part of a company that makes its culture a priority

• Enjoy a flexible and family-friendly environment with the benefit of working from home

• Receive competitive wages and an excellent benefits package with many premiums paid for by the company

• Be encouraged to continue growing in your profession with reimbursement for industry certifications and education.

• Work with a team that lives out our core values of passion, compassion, innovation, and empowerment when interacting with customers and each other.

Is This Job for Me?

If you have the following qualifications, this job would be an excellent fit for you!

• Ability to multi-task, prioritize, and manage time effectively

• Excellent communication skills for fostering positive business relationships 

• Excellent organizational and time management skills 

• Sharp analytical and problem-solving skills 

• Creative thinker with a vision 

• Attention to details 

• Technical proficiency related to the product or service 

What to Expect 

In this role, you will:

• Define measurable goals and metrics for all Customer Success team members and customers related to TRAC usage, customer retention, and support response metrics to assist in maximizing usage and minimizing churn.

• Ensure documentation for all client interactions and resolutions are updated in the CRM. Utilize this data to create an online knowledgebase to reduce support requests 

• Manage the Customer Success team to ensure client satisfaction and employee engagement meets and/or exceeds expectations. 

• Create and maintain processes and procedures to achieve standardization, both video, and document-based tutorials for internal and external software and job descriptions. 

• Create and deliver regular reports for SBS Leadership. 

• Work with management to create an annual budget and ensure the department operates within budget. 

• When requested by internal SBS resources, contact at-risk clients to help understand what additional support or training they need for SBS software tools.

• Provide internal and external training for SBS software tools. 

• Respond to e-mail and telephone support requests as appropriate to support the team. 

Qualifications

• High School Diploma or equivalent required. 

• Three to five years’ of customer service/management-related experience 

• Experience with or knowledge of AI preferred 

• Bachelor’s degree desired but not required 

• Working knowledge of Microsoft Office products 

Additional Details: 

This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. Evening and weekend work may be required as job duties demand.

The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Accordingly, the employee will be expected to perform other duties as assigned. This job description is subject to change at any time. 

PAY TRANSPARENCY NONDISCRIMINATION PROVISION We will not discharge or, in any other manner, discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty of the contractor to furnish information.

SBS CyberSecurity, LLC is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, disability, or status of protected veteran.

EEO/AA/M/F/Veteran/Disabled