Technical Services Delivery Lead

Discover Trend

We are seeking a dynamic and experienced Technical Services Delivery Lead to join our team, accountable for defining, leading, and tracking strategic and operational processes for our Premium Support and Service One Enterprise Customers across Europe.

Role Overview:

The Technical Services Delivery Lead will be responsible for developing and delivering strategies to enhance and grow services for our European Enterprise Customer base. This role is crucial in delivering customer outcomes and driving Net Revenue Retention (NRR). The ideal candidate will identify opportunities to optimize and scale Customer Success charters within the Services organization, focusing on adoption, retention, and expansion.

Key Responsibilities:

• Strategic Leadership: Develop and deliver strategies to enhance and grow services for our European Enterprise Customer base, ensuring customer outcomes and driving Net Revenue Retention (NRR).

• Customer Success Optimization: Identify opportunities to optimize and scale Customer Success charters of adoption, retention, and expansion within the Services organization.

• Standardization of Practices: Develop, refine, and standardize Customer Success (CS) practices with the aim of driving customer outcomes.

• Best Practices Alignment: Align with Customer Service Manager (TAM) leaders to drive best practices within the team.

• Cross-Functional Collaboration: Collaborate cross-functionally and across regions to align and execute on driving customer outcomes.

• Product Management Partnership: Partner with the product management team to increase usage of Trend Micro’s V1 platform and identify new services roadmap opportunities based on customer feedback.

• Resource Planning: Involved in resource planning to ensure the Services organization has the necessary talent and resources to meet customer and organizational goals effectively.

• Key Performance Indicators: Leverage data to generate and report on Key Performance Indicators (KPIs) to measure results and performance of services, including a comprehensive understanding of the overall health of S1 and PSP customers.

You are: 

• An experienced professional with a blend of technical expertise, strategic thinking, and customer-centric insights. 

• Eager to understand the customer’s pain points and understand how an organisation’s services can contribute to driving customer outcomes.

• A proactive problem solver that is realistic with a creative flair. You solve complex problems for the present whilst shaping future strategies. 

• An architect that collaborates cross-functionally with various stakeholders with the ability to balance detailed execution with the broader organizational vision.

• Comfortable with making challenging decisions to drive business forward. 

• Always on the look out for opportunities to continuously improve how things are done, especially when it comes to leveraging technology & automation to drive efficiencies and impact

• Structured and fast paced

• A positive person that does not give up easily. You are super curious and love to learn. You believe in self-improvement.

Qualifications:

• Proven track record in delivering technical services to external clients within the cybersecurity or technology industry.

• Strong understanding of Customer Success methodologies and best practices.

• Excellent strategic thinking and problem-solving skills.

• Exceptional communication and interpersonal skills.

• Demonstrated ability to collaborate effectively across functions and regions.

• Experience in leveraging data to drive insights and measure performance.

• Understanding of IT infrastructures and the cybersecurity industry is a key advantage.

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