“Cyber” Customer Success Manager

Position Overview

• As we expand our operations, we are looking for a dynamic CSM to join our team. If you are cyber-savvy, sales-oriented, and passionate about helping users, We want to hear from you!

• This role focuses on providing our users the best onboarding for our cyber tools through our application Stoïk Protect. You will be part of the Customer Success team, establishing strong connections with our customers in the German and Austrian markets.

• Your responsibilities also include ensuring a smooth product feedback loop and coordinating high-quality feature launches.

Key Responsibilities

• Customer Onboarding & Success

  • Manage the onboarding process for new customers, ensuring a seamless experience, either through bulk or 1:1 onboardings depending on the customer’s size. You’ll accept the repetitive nature of onboarding tasks.

  • Deliver basic support with a ticketing process for all inquiries related to Protect implementation. You’ll handle a high volume of client interactions, and respect our SLA to insure a top customer satisfaction rate.

  • Deliver advanced support on cyber tools and insurance pre-requisites, in coordination with Cyber team, to help our customers increase their cyber-security level.

• Sales Promotion

  • Contribute to Stoïk customer retention rate by delivering the cyber prevention service promised by our Sales team.

  • Complete the sales pitch by raising brokers’ awareness of the importance of Protect for our common policyholders.

  • Identify cross-selling opportunities during onboarding sessions to promote our Managed Detection and Response (MDR) services. You’ll have to coordinate with Cyber and Sales for follow-up.

• Project Management

  • Contribute to improve the onboarding process in order to increase and scale the implementation rate of our cyber tools. Provide actionable insights and recommendations to the Product team.

  • Contribute to the creation of documents, guides and training materials to simplify the onboarding experience and speed up the process.

  • Gain a deep understanding of our company’s structure, processes, and key contacts to collaborate with various departments (Cyber, Tech, Product, Marketing) and ensure client needs are met efficiently.

Qualifications

• Experience in cybersecurity is a must-have.

• Excellent communication, presentation, and interpersonal skills. Proven track record of working well across teams in an international environment.

• Process-oriented mindset with the ability to get things done. Fast learner.

• Slightly sales-oriented with a knack for promoting additional services.

• Business proficiency in written and spoken German and English.