Customer Services Advisor

2 weeks ago

High Wycombe, United Kingdom Saepio Solutions Ltd Full time

The world of cyber security is fast paced and exciting, and so is Saepio So why not join our journey and be part of a fun and successful company with a real family atmosphere whilst helping beat those cyber criminals

With the increasing likelihood and impact of cyberattacks coupled with under skilled and stretched internal resource, many Saepio customers augment their internal capability with our Managed Security Services. The suite of service offerings focused on Security Awareness Training and Supply Chain Risk Management has evolved over 3 years, and with our high customer retention rates and new business demand, this role is foundational to delivering continued premium levels of service to a wider and more demanding client base.

Saepio are a company that is really going places. The culture here is outstanding performance gets outstanding reward. And outstanding performers will get a chance to build a great career here if that’s their goal.

What will you be doing?

Following an extensive training programme, you’ll take the lead delivering awareness training services to a set of Saepio customers, while being supported by an experienced leadership team:

- Scope: Work with the Services Sales team to understand the challenges the customer is facing, and why they have invested in the service(s)
- Deploy: Onboard the customer to the service(s) in line with the best practice methodology
- Run: Deliver the services as per the predefined service levels & deliverables
- Optimise: tune the service deliverables as the threat landscape evolves and functionality develops
- Report: provide formal feedback to senior stakeholders at the customer demonstrating service performance and return on investment
- Managing a select group of SMB customer accounts
- Building and maintaining appropriate relationships and trust at all levels with your customer accounts, creating a premium and high-calibre experience
- Conducting regular proactive customer meetings, account reviews and creating and managing success plans to align customer strategies and business objectives
- Working as a team, but also act assertively to get things done for the customer

What knowledge and skills should you have?
- Experience: At least 1 year in a client facing, hands-on Customer Success role
- Commitment: You are passionate about customer satisfaction. You do what you say you will do.
- Communication: Ability to communicate effectively at all levels, including senior management
- Service Orientation: Demonstrated ability to provide world-class service and support through effective task management and issue ownership
- Creativity: Ability to solve problems creatively, including stepping outside of process when necessary
- Passion: for Information Security and the success of your team

**Skills**:

- Excellent organisational, time management and priority setting skills
- Attention to detail and accuracy is vital
- High levels of customer service awareness and delivery
- Feels comfortable using Microsoft Office (Outlook, Word, Power Point and Excel)
- Manage and improve personal KPIs
- Desire to learn and develop your skills. Every. Day

Certifications:
We believe real world experience beats paper credentials however desirable certifications include:
CompTIA Security+

What are the benefits?
- We believe a happy and healthy team provides the foundation to deliver great customer experience.
- Incentive trips exploring the globe
- Wellness perks and gym membership
- Happy Hour Fridays
- Company share scheme - be a part of the success you help to create
- Pension
- Flexible holidays and working practices
- Regular company social events
- Continual support to help you be the best you can be

**Job Types**: Full-time, Permanent

**Salary**: From £28,000.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Gym membership
- Health & wellbeing programme
- On-site parking

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- High Wycombe HP12 3RH: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (required)

**Experience**:

- B2B customer service: 1 year (required)
- Customer Support & Client Services Occupations: 2 years (required)

Work Location: In person

Expected start date: 01/08/2023

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