Who are we?

Reliance Cyber is a leading independent provider of cyber security services in the UK, known for outstanding customer service and independent and trusted advice that offers a ‘one stop shop’ for clients' cyber security needs.  We are trusted to deliver SOC or NOC and other Security services to supplement or replace clients own on-site services and deliver to the highest standards of quality possible.  We are passionate about our people and our customers, offering a fantastic culture where we firmly believe that we win as a team – we have ambitious growth plans and we’d love you to be part of our journey!   

What role are we looking to recruit?

 We are currently looking to recruit a Head of Customer Success, to lead a team whose core drive and passion is to achieve customer retention by facilitating a high level of service and positive customer experience.  This role will ensure that the Customer Success team manage clients expectations whilst consistently demonstrating credibility and trust.  Through acting on feedback on a regular basis throughout the customer journey, this will include ensuring standards of quality are met, agreed actions are completed on time and that resolutions are readily found and executed. 

What will you be doing?

 We have listed a few things that we believe will be at the heart of this role, and we can discuss this further at interview:

·         Being an effective leader, supporting your team to delivery a first class service to our customers.

·         Leading regular ticket and service reviews, recording issues, risks or CSI opportunities as they arise and driving to a satisfactory conclusion. 

·         Liaising with internal stakeholders at all levels both technical and non-technical teams to manage appropriate client responses, supporting documentation and status updates as required.  These can range from general queries to driving root cause analysis progress and facilitating delivery of complex requirements arising from client meetings.

·         Driving take-up and feedback of CSAT scores and measuring service performance against client SLA's and KPI's where agreed.

·         Working with project and technical teams to transition new clients and services into BAU to begin fostering the high quality service-based approach that will be the foundation of the Customer Success strategy. 

Why are you the right person for this role?

You will come to us with experience as a Leader in a customer success role or in service management.  You will understand the needs of a managed service customer, and you will leverage that experience in building long- term relationships that see customers retained across many contract renewals.  You understand that you need to do right by the business whilst being the voice of the customer, so you will appropriately challenge where needed to ensure that the best outcome can always be achieved for all.  You will have experience managing multiple clients with complex requirements within a fast paced environment, and know what it means to maintain excellent customer service

You need to be comfortable working alongside our technical teams to establish client outcomes, distilling complex technical knowledge into salient points using clear and succinct terms suitable for a broader audience.  

You will have an excellent communication style which you are able to adapt to suit your audience, have a real eye for detail and be proactive in evidencing to our customers the value provided to them over the course of their contract. You should be competent with the main M365 suite of tools, such as Outlook, Word and Excel.  Experience with Salesforce and Service Now are desirable but not essential.

You will need to obtain Security Clearance as part of this role.

Get in touch!

We firmly believe that it is about recruiting the right person, rather than purely just skills, so if you think you could excel in this role but perhaps fall short in just a couple of areas, please do still get in touch, we’d love to hear from you.

We offer a generous benefits package and competitive salary. Please do apply using the following link, stating your notice period and salary expectations.