Customer Success Manager - Security

Job description / Role

About the role

The long-term goals for the CSM are to make sure that the services Orange Cyberdefense offers to the customer match the customer expectations, add value and help position Orange Cyberdefense as the preferred partner for future investments.

This includes, among others, the following tasks:
- To have overall responsibility for Quality of Service and Customer satisfaction for all implemented Orange Cyberdefense in-sourced and outsourced services and solutions on assigned customer(s). (measure service provided against defined Service Level Agreements)
- To be the customer's primary point of contact within Orange Cyberdefense, for all Service related issues, with the exception of Incident Management, where the CSM in case of major incidents could act as a secondary escalation point (The Support Desk will be the primary escalation point).
- To proactively identify existing customer needs, and opportunities to grow the customer relationship with Orange Cyberdefense. Work with the account team to up-sell Service Management and/or other Orange Cyberdefense products and services.
- To maintain adequate knowledge of Orange Cyberdefense solutions and services Service Level Management
- Work with the account team to sell Orange products and services
- Prepare & manage Service Review Meetings with the customer on a regular basis and issues minutes. Meetings are held on both a monthly and annual basis. Within time and budget constraints, the meeting should be held in person at the customer site
- Service Improvement (including assistance in handling chronic incidents and incorporating necessary actions from the root cause analysis).
- Availability Management: CSM informs the customer in advance of any scheduled maintenance initiated by Orange Cyberdefense which impacts the customer.
- Change Management: the CSM handles communication through the customer, change coordination, reporting and billing towards customers.
- Configuration Management: CSM ensures that data integrity issues concerning customer information in all systems/tools are corrected. If error is found, CSM should open a Help Desk ticket for correction. He provides the customer with up-to-date documentation (including the Customer Operations Guide) which takes into account changes to a Customer's solution due to organic growth and Moves, Adds & Changes. At a minimum, the 5+ required documents should be posted: Customer Operations Guide (COG), Service Level Agreement (SLA), Topology Diagram, Customer account contacts list, CSA Business Continuity Plan (if CSA is assigned)
- Ensure customers complains are managed and resolved in a timely manner

About you

Competences/personal traits
- Degree level or equivalent (Business or Science Degree)
- 4 to 5 years of experience, preferably in a customer support in the telecommunication industry.
- ITIL foundations certification
- Customer Service and Project Management Experience
- Possess virtual team management experience
- Good technical knowledge of Network and cyber security solutions.
- Able to work well under pressure and can handle escalations calmly and competently
- Possess excellent communication, negotiation, presentation and organization skillsIs fully empowered to coordinate all entities involved in technical performance of our solutions
- Able to work independently with initiative and proactivity

Specific Competences
- Presentation Skills (Slideware)
- Office Tool Skills (Word, Excel, PowerPoint, Visio)
- Language Skills: English & French

department
Global Delivery & Operations

Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

About the Company

Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.