Customer Success Executive

3 months ago

Galway, Ireland TitanHQ Full time

About us

TitanHQ is proud to be Ireland's largest indigenous cybersecurity company, protecting thousands of customers globally. Working at TitanHQ means developing and delivering cutting-edge technologies and innovative solutions to meet the cybersecurity needs of our Direct, Channel and MSP customers. Our award-winning SaaS solutions include spam filtering, DNS filtering, security awareness training (SAT) and anti-phishing software. At TitanHQ our work is guided by our values: Customer First, Tenacity, Reliability, Integrity, Belonging and Energy. Together we are the Customer First TRIBE. We're immensely proud of the fun and inclusive culture that exists at TitanHQ and are committed to fostering an environment where people are given the tools they need to thrive. And it's not all work and no play, at TitanHQ we also have a busy calendar of wellness and engagement activities along active employee-led groups including our Sports & Social Club and the Community Champions group. #Jointhetribe

We set up our Customer Success Function in 2020, we have gone from strength to strength increasing customer retention and growing the value of our top accounts. Across the team we currently manage over ~6,000 global accounts with plans to grow even further. We are a collaborative, ambitious, hardworking team with excellent development opportunities.

 

Customer Success Executive

We are seeking a dynamic and motivated Customer Success Executive to join our tribe. This is a fantastic opportunity for an energetic and passionate individual who wants to build a career with a progressive, innovative and growing company. You will play a vital role in ensuring our customers' success throughout their journey with TitanHQ. You will be customer focused with a passion for delivering exceptional experiences, retaining customers, and driving product adoption. You will know how to build strong relationships, how to understand customers' needs and pain points, and be committed to ensuring customers achieve their desired outcomes with our products.

 

Role & Responsibilities:

  • Proactively and reactively engage with MSP and Direct clients , create Customer Success Plans with accounts of relevance, leveraging various data sources to ensure you can understand your customers' current sentiment, product utilization, goals and objectives ultimately driving them to a solid return on investment.
  • Collaborate with internal colleagues across Sales, Support, Product, Engineering and Marketing to ensure an optimal customer experience at key touchpoints.
  • Identify customers at risk of churning, work cross functionally to mitigate this risk and ensure customer's renewal and expansion.
  • Ensure accurate capture of all customer engagements and relevant information in the CRM systems for wider Go To Market visibility.
  • Along with Customer Success colleagues, be the voice of the customer in TitanHQ providing insights and feedback to senior stakeholders in Customer Success, Marketing, Product and Support.


Expected skills

  • A proclivity for and love of technology
  • Experience in a customer facing role
  • Numerate and results focused
  • Personable with strong relationship building skills
  • Strong problem solving and facilitative skills with a love of finding solutions
  • Structured, self-motivated, organized with the ability to prioritize and work off your own initiative
  • A team player with ability to work across multiple teams and hierarchies
  • Solid presentation skills with confidence across different client personas

 

TitanHQ Benefits - What will you get in return?

  • Opportunity to have an impact within a Private Equity funded, High Growth Irish Company operating in the cyber security domain, delivering next generation software as a service platform.
  • We encourage contribution and decision-making Ideas are listened to and encouraged.
  • A great emphasis on teamwork, communication and keeping everyone up to date on our progress as a company.
  • Join a growing team of strong players with the opportunity to learn and grow your knowledge and career.
  • Excellent City Centre location, beside Salthill Promenade.
  • Flexible hours and remote working opportunities, with remote work allowances
  • Great Sports and Social club with lots of events for the team throughout the year - matched Company contribution.
  • Competitive compensation including the opportunity to earn bonus based on performance (role dependant)
  • Company pension scheme and vacation allowance
  • Death in service benefit (4 x basic salary)
  • Company Sick Pay
  • Income Protection scheme

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