Customer Service Team Manager

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….

This role will lead a team of passionate German Strategic Customer Service Managers who are focused on enabling our customers to onboard, adopt and increase usage of our managed services cybersecurity solutions. We are looking for a result focused, customer centric leader with technical acumen who is motivated by successfully influencing customer and business outcomes. The successful candidate will regularly partner with both regional and cross European colleagues to drive Trend Micro’s Customer Success strategy. If you fit this profile and are energized by inspiring and encouraging innovation and development in your team members, we would really like to hear from you.

The Responsibilities:

• Lead German Customer Service Manager team providing technical guidance, strategic direction, and oversight to ensure outcomes meet our Managed Service customers & business objectives.
• Enable, mentor and develop your team of high performing CSM’s to align with individual, team and organizational goals.
• Execute analysis of customer health data and structure measurable KPI’s to drive customer success, retention and growth outcomes.
• Design and optimize critical programmes & initiatives to improve engagement approaches based on customer segmentation to meet customers outcomes during CS motions, ensuring a consistent and reliable journey.
• Build a deep understanding of Trend Micro’s cybersecurity solutions and engage you’re your team and customers where required to support to drive best practices within their ecosystem.
• Address escalated customer issues with speed and urgency, engaging orchestrating resources across the organisation as appropriate.
• Use and evaluate performance data to create action plans to improve organizational or individual performance driving customer satisfaction, employee development, operational efficiency and service quality.
• Collaborate cross-functionally across the CS teams, Product management, Marketing and regional leadership teams to ensure alignment in customer retention and growth initiatives.
• Present progress updates in relation to strategy, key insights & NRR/Churn achievements on a monthly & quarterly basis.
• Take full ownership for all direct people management activities for all team members, such as agreeing objectives, measuring performance and providing valuable and constructive feedback, allocation of project work, participation of team members in key initiatives, fostering a culture of development and learning as well as enhancing and improving team morale.

You Are:

• Passionate about Customer Success, Customer Centric with the ability to build strong relationships with key stakeholders.
• A creative problem solver who is passionate about customer success, case deflection strategies and premium service delivery.
• Tenacious, flexible, highly motivated & proactive, and able to manage your time autonomously under tight deadlines
• Motivated by delivering value and exceeding customer expectations
• A natural collaborator and able to influence and work cross functionally
• An enthusiastic and creative leader with the ability to inspire other
• 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:

• 2+ years relevant experience successfully leading a software and/or SaaS-based TAM/ Customer Success/Support teams.
• Technical acumen with understanding of IT Infrastructures & managing relationship with technical buyers highly desirable.
• Demonstrated ability to communicate, present and influence key stakeholders at all levels of an organisation, including executive level
• Exceptional critical thinking & situation awareness skills with the ability to perceive aspects and solutions that no-one else sees, thinking “out of the box”
• 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
• You have the ability to occasionally work flexible hours based on business and customer needs in addition to travel for customer facing meetings or Trend Micro business events
• Language requirement: Fluent in German 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.