Account / Relationship Manager
Account / Relationship Manager - Cardiff We at Alert Logic are looking for a talented and customer focused account / relationship management professional to join our Customer Success team based in our Cardiff based European Head Office. Working as a Customer Success Associate, the role will play a key part in managing the relationship with a number of customers, ensuring that customer satisfaction remains high with regards to their experiences of service delivery and service value. Acting as an advocate for the customer with internal teams, the Customer Success Associate will drive any escalated concerns and issues through towards resolution. The Customer Success Associate will be focused on improving the customer experience by regularly undertaking performance reviews and customer health checks. The right candidate will have strong relationship building skills, excellent communication skills, and proven experience of proactively working to exceed customer expectations. Although a technical background is not essential, the Customer Success Associate will need to be able to develop knowledge and understanding of our products and services, so the willingness to learn and an interest in network/cloud security would be a big advantage. Key role responsibilities - Serve as primary point of contact for assigned customers with service delivery issues - Support a broad base of customers on an on-demand basis to deal with queries and problems - Own escalated concerns by coordinating between different internal technical teams and services - Work with customers to manage service delivery expectations, and to proactively identify and anticipate any problems - Develop strong working relationships with assigned customers, and ensure all account management documentation and administration is up to date Required skills and experience - Proven experience managing set customer relationships - Strong relationship building skills - Excellent administration and documentation skills - Strong skills with Microsoft Office (including Excel, Word, and PowerPoint) - Outstanding communication skills Desired skills and experience - Experience within relevant industries such as IT Security, Software, Technical Services, Outsourced Service providers, Digital Marketing, or Managed Services - Proven experience driving the customer experience - Past experience undertaking account reviews and incident reviews - Ability to travel to customer sites in both the UK and Europe, as well visit our global head office in Houston. In return the Customer Success Associate can expect a salary between £25,000 and £35,000depending on experienceand benefits package that includes 25 days holiday, company pension, private medical, and life assurance. The Customer Success Associate will also benefit from high quality training and a strong customer focused team who will offer support and guidance. Not to mention being able to work in a modern and bright centrally located office, with a variety of perks including table tennis, free fruit, and Welsh Cake Fridays Who are we? Alert Logic is the leading provider of Security-as-a-Service solutions for cloud, hybrid and on- premises data centre infrastructure. Fully managed by a team of experts, the Alert Logic product suite delivers the deep security insight and continuous protection needed to protect a company's most sensitive data. Alert Logic provides 24x7 network, system and application protection for over 3,800 organizations worldwide. Founded in 2002, we now have offices in Cardiff, Belfast, and London in the UK, as well as Houston, Seattle, Dallas, and Austin in the US. Our People & Culture We work in an exciting space, and we create technology solutions like nothing else out there. We are passionate about our work, and share our skills in a team environment. As a managed security provider, we are always looking forward, running to opportunities, and solving needs with solutions that work. We strive to meet customer needs with teams that exceed expectation. And we work hard, because we know everyone around us is working hard, too. Security will never be the same Join us Notice to recruitment agencies: Alert Logic does not accept unsolicited candidate resumes from recruiting agencies. We will not be liable for and will not pay placement fees for unsolicited resumes submitted to our jobs postings, employees or company locations.