Customer Success Representative

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We’ve amassed some of the best and brightest minds in cyber security who are passionate about protecting the digital world. Our team blends advanced technology alongside deep expertise to tackle the toughest cyber threats out there. Put simply, our mission is to stay ahead of the curve and create a safer digital landscape for our partners, and we think adding a Customer Success Representative will up our cyber game.

We are seeking a proactive and dynamic Customer Success Representative to ensure our clients achieve maximum value from our solutions while driving their long-term success. This role combines customer relationship management with hands-on project management responsibilities, ensuring the seamless execution of initiatives that enhance customer satisfaction and retention. 

This position is open exclusively to applicants who are residents of the Philippines. Due to team collaboration needs and time zone alignment, only candidates currently residing in the Philippines will be considered.

What you’ll be doing.

• Build customer relationships
• Resolve customer complaints, handle escalations and route to the appropriate channels for resolution 
• Schedule meetings & monitor timelines (interfacing directly with customers)
• Create and monitor support tickets
• Liaise with billing team for customer billing concerns
• Liaise with Contracts Admin to ensure all contract renewal documents are sent on time
• Send important documents including but not limited to; price quotes, amendments, contracts, whitepapers, NDAs, etc.
• Contract creation and assist with contract creation (add/remove SKUs into sf.com for large renewals
• Identify upsell opportunities with assigned existing account base
• Identify and escalate potential churn risks within customer base
• Generate subscription renewal quotes for existing customers
• Proactively contact customers with expiring subscriptions and ensure highest possible renewal rate
• Effectively communicate key product features and benefits to customers via e-mail and phone
• Maintain Customer records and accurately track renewal activities and opportunity tracking in the CRM
• Ensure customers’ needs are met
• Additional projects as assigned 

What does it take to succeed in this role? 

To perform this job successfully, the ideal candidate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the tools, systems and knowledge requirements based on our existing environment:

•  Associate’s Degree required; Bachelor’s Degree preferred  
• Preference in Cyber Security and Sales experience 
• Excellent verbal and written communications skills 
• Strong listening and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Initiative, flexibility, drive and commitment to personal development
• Positive attitude, resilient, team-oriented, social and fun to work with
• Commitment to professional development and career advancement 
  

In addition to your technical expertise, we expect respect, opinions, and thoughtful input. 

What We Offer 

• Competitive salary and benefits package
• Remote working
• Collaborative and supportive team environment
  

How we work.

Our 3 values define how we operate internally as well as externally:

• Vision - We embrace a forward-thinking mindset. Our team has a clear and inspiring picture of the future that helps drive our decisions towards creating and delivering world-class security services.
• Velocity - We have a bias for action. We move swiftly and with purpose toward our goals and objectives and can easily adapt (and adjust) along the way.
•  Vigilance – We foster a culture of proactive awareness for our company and our customers, who trust us to be an extension of their team. We are always looking for areas where we can innovate, improve, fix, transform and revolutionize, which ensures the protection, safety and success of everyone at SilverSky.  

Individuals who can act intelligently and confidently without an ego will thrive.
 
If this opportunity sounds interesting and you are passionate about redefining how the world thinks about cyber security, we want to hear from you. Apply now if you are interested in learning more about how we can change the rules of engagement, together.
 
About SilverSky
We are a global cyber security company with more than 20 years of professional experience in the industry. Our 300+ employees are on a mission to protect our customers with comprehensive, adaptive security services that maximize technology and automate responses, while empowering security analysts to hunt for threats, react and respond immediately. It’s the human enhanced response that differentiates SilverSky and allows us to create the most comprehensive managed detection and response (MxDR) solution in the industry by delivering on our Vision, Velocity, Vigilance philosophy. Follow us on X and LinkedIn to learn more.