Trend Micro Customer Service Manager in Germany

If you are passionate about technology and solving complex technical issues then the Customer Service Manager role is for you. The team of CSM’s in Trend Micro work collaboratively to provide the best possible support experience for our customers. With the threat landscape constantly evolving you will get the opportunity to act as a security expert in the areas of threats, security products and customer domain.

  • Principally responsible for the customer satisfaction with Trend Micro’s service and support offerings with an emphasis on issue resolution and continued product usage.

  • Ensure compliance with contractual Service Level Agreement (SLA). The SLA includes customer status updates, issue escalation and the responsiveness of Product Specialists.

  • Manage customers technical support requests to ensure efficient resolution of issues by collaborating with technical support, operations and engineering teams.

  • Review service delivery failures and produce incident reports when required

  • Acts as single point of contact for the customer and account team related to service and support.

  • Responsible for all proactive communications regarding product and support program information, support ability issues and strategic product plans.

  • Supports customer’s product planning process and performs on site audits to improve efficiency and supportability.

  • Drive continual process improvements to achieve business goals and maximize customer service

  • Maintain an intimate understanding Trend Micro support and service capabilities and limitations

  • Partner with customers through a consultative sales approach to understand their business needs, issues and strategies.

  • Leverage customer relationship in supporting Sales in renewals success, ensure optimal service penetration and identify up sell opportunities.

  • Develop and oversee a comprehensive strategy in collaboration with sales to meet complex customer requirements utilizing Trend Micro’s solutions.

  • Acts as an extension of the customer’s IT team in a consultative role related to Trend Micro change management activities, security assessments, operational improvements, and as a project manager for new deployments of new solutions or upgrade activities.

  • Build executive/senior relationships within the customer and understand the customer’s business practices/procedures, business drivers and corporate culture

  • Ensure continued alignment with and the objectives of the product sales team

  • Negotiate, document and communicate a governance structure for the accounts ensuring all parties (customer, partner, Trend Micro) understand what they will be held accountable for in the customer relationship.

  • Perform other related duties as assigned

  • Bachelor degree, master’s degree preferred

  • 5+ years support services experience, with specific focus in IT security

  • Business development, customer relationship management and problem resolution experience

  • Demonstrated expertise in Account Management, Service Management and/or Consulting with an ability to interface with a broad and diverse set of clients an advantage

  • Service DNA – understanding customer service excellence inside-out and identifying areas for improvement on a daily basis

  • Operational excellence qualification (ITIL) or experience

  • Adaptability - maintain performance under pressure to ensure effective decision making in a fast paced environment

  • Analytical Ability – effectiveness in analyzing situations and identifying key issues

  • Planning and execution – defining and measuring business goals, monitoring progress, taking action when necessary to rectify situations and meet deadlines

  • Teamwork - ability to facilitate and harness cross-team collaboration working with teams in person and virtually

  • Proactive – taking responsibility for making things happen

  • The ability to translate engineering deliverables into executive communication and lead situations when they go off track

  • Familiarity with Trend Micro products preferred

  • Duties may require the ability to travel via automobile, train or airplane, approximately 10%-15% of the time spend traveling

  • Excellent communication and negotiation skills at all levels, from front line engineers to executive level

  • Experience serving as a customer advocate – able to understand and articulate the needs of the client and deliver on those needs

  • Business-level written and spoken English

ID: 2016-19991