Job Specifications
About Bridewell
One of the most exciting prospects in the UK cyber security sector today, Bridewell is a leading cyber security services company specialising in protecting and transforming critical business functions for some of the world's most trusted organisations. We are the trusted partner for operators of essential services and provide end-to-end cyber security capabilities that help our clients overcome their security challenges, allowing them to operate safely and securely.
Bridewell holds the Gold level, Investors in People award which we feel solidifies and reflects on the outstanding calibre that makes us truly one team.
Who are we looking for?
We are looking for ambitious individuals who are passionate about Project Management & Cyber Security and are keen to continue to develop and grow with us. As a Customer Success Manager at Bridewell, you will have proven experience in either Customer Success and Relationship, Customer on-boarding, Implementations or Project Management, and ideally within Cyber Security.
This role plays an integral part of Bridewell, assisting customers realise value from their investment and internal teams to ensure delivery of high-quality service, that maximises that value.
What you'll be doing
A Customer Success Manager is a key role within the Managed Security Services Team. You will be an integral part of Bridewell assisting customers realise value from their investment and working with internal teams to ensure delivery of high-quality services, that maximise that value.
You will support the onboarding, ongoing development and support of Bridewell customer relationships and operations throughout the service lifecycle. Promoting growth, retention, and loyalty, whilst being the customer advocate within Bridewell to drive strategic goals and business direction. You will be the owner of the customer relationship driving Bridewell to deliver excellence that is reflected in outstanding customer satisfaction.
As part of the Managed Security Services team this role will also help define continuous improvement of the direction and growth of the Customer Success team, improving Bridewell customers journey and experience. Developing processes and procedures to enable consistent delivery of the Service Management function.
Role Responsibilities:
Build and maintain trusted and transparent customer relationships, acting as the day-to-day contact for Services provided by Bridewell.
Support the customer through each stage of their Bridewell journey developing an understanding of their needs, goals, and challenges.
Be the 'go to' point of contact and trusted security advisor for your customer within Bridewell.
Be the customer voice within Bridewell working with Bridewell teams to ensure excellent customer experience, maximising value for both Bridewell and the customer.
Own customer success plans to drive service adoption, providing strategic guidance, enablement, and day-to-day advice to help them maximise value.
Proactively monitor and analyse your customer's needs to identify opportunities and potential risks that may impact their security posture.
Regularly assess how the customer is using Bridewell services, are services meeting their needs and identify areas for continuous improvement.
Identify up-sell, cross-sell, and expansion opportunities and follow-up with Account Management.
Ensure regular communication with your customers, owning and leading regular check-ins, face to face meetings, events, and reviews.
Initiate, organise, facilitate, and participate in events such as workshops, both in person and remotely.
Own and lead Weekly and Monthly reviews.
Own actions from Quarterly and Annual Reviews.
Prepare documentation, presentations, and reports to support and display project decision making and delivery.
Own minutes and actions from meetings, follow up resolutions with appropriate teams.
Own performance management for your customer ensuring services are as contracted, delivered to high quality standard, manage scope creep and revenue leakage.
Get customer feedback via net promoter surveys to develop and improve customer relations and Bridewell services.
Provide continuous education for customers to help build business strategy and goals, mapping the customer journey.
Assist development of Bridewell engagement strategies, policies, procedures, and governance.
Provide escalation management to enable swift and accurate decision making for resolutions for both Bridewell and the customer.
Be able to communicate confidently about managed security services using appropriate language and make relevant recommendations.
Be able to deliver documented cyber security work packages to customers such as tabletop exercises or security awareness education.
What we're looking for:
2+ years relevant experience in IT Service Delivery or in Customer Success Management
Operational background to define and leverage business metrics to drive the customer journey.
Experience in account
About the Company
Bridewell is the trusted cyber security partner for organisations operating within Critical National Infrastructure (CNI), as well as companies who want the highest standard of cyber security.
Our team are highly accredited by major industry bodies and have extensive experience of delivering cyber consulting and managed security services across highly regulated sectors. As a long-standing Microsoft partner, our team are experts in maximising the effectiveness of Microsoft Security technology to deliver robust and effective ...
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