Customer Success Manager

at  Ensign InfoSecurity

Ensign is hiring !
Responsibilities
Tender service compliance review
o Participate in tender compliance review to ensure Ensign team capable of delivering contract obligations
Consultant to customer / single point of contact
o Tactical point of contact for customer administrators and Ensign. Provide technical subject matter expertise to advise on the implementation and operationalization of MSS
Ensure SLA compliance for service rendered
o To ensure MSS & DM teams deliver SLA as per contract
Facilitate and managing customer requests
o Ensure Service Request(s) and Change Request(s) are reviewed and tracked
Manage Ongoing activities across the contract
o Work side-by-side with Ensign team and customer to create implementation and success plans that ensure business and security program alignment
Manage OnDemand activities across the contract
o Attending to customer requests/queries/complaints/feedback
Project documentation
o To ensure documentation (i.e., baseline/standing orders/monitored asset-list) for the services are up to date
Assist in up-selling Ensign services
o Partnering Ensign account managers and pre-sales to Ensign services (i.e., via probing clients for road-maps)
Troubleshooting & Incident handling
o Work with Ensign support teams for troubleshooting. Engage with Technical Support to help work technical issues to completion
Facilitate Ensign internal/external audit requirement
o Work with relevant Ensign stakeholders for internal and external auditing / assessment. (OSPAR audit/Internal audit/Risk assessment/BizSafe)

Requirements

• Diploma in Information Technology / Information Systems / Computer Science, Business IT or other relevant disciplines.
• At least Four (4) years of IT Service Outsourcing experience with proven ability to work with internal and external parties.
• Excellent interpersonal skills both in written and presentation.
• Strong business acumen and customer focus.
• Demonstrate the drive to excel and achieve goals.
• Self-motivating and pro-active in heading off problems and in identifying new opportunities on the account for Ensign.
• Strong analytical and problem skills, combined with the ability to provide quick resolution to problems.
• Preferred Skills /Qualities Technical knowledge in IT technology (Operating Systems, Network, Databases).
• IT Services Management experience preferred.
• Project management experience preferred.
• Relevant Project Management certification preferred. Cyber Security knowledge preferred.

Please refer the Job description for details