Information Security Management System (ISMS) - Customer Success RoleGoal: Helping customers and partners achieve their goals from ISMS.online
Salary and rewards are determined by experience and will range from £20k to £40k p.a. including attractive bonuses from successful adoption results, referrals and renewal activity with customers and partners.
We pay commissions and renewal bonuses for the life of the contract, not just the initial term meaning there is potential for high value continuously growing rewards year on year if customers & partners are well served over the life of their relationship with us.
20 days holiday plus English bank holidays on top, increasing by 1 bonus day for each calendar year (up to 26 days plus bank holidays). Easy parking, train and bus access, secure bike storage and showers if you’re a cyclist or runner, as well as all the water, tea and coffee you can drink (sometimes stronger stuff too!)
Whilst all our customers are serious about information security management they come in different shapes and sizes. Not all of them have the immediate capacity, confidence and capability to achieve their goals with ISMS.online alone. Some lack discipline too and welcome a nudge on the way. That’s where this customer facing role and the Virtual Coach services come in to complement the ISMS.online software.
Success for a customer might include fast achievement of ISO 27001 for the first time, migration to ISMS.online from old ways of working, or the rollout of compliance policy packs to staff and their supply chain without a hitch. Success for ISMS.online is a satisfied customer who wants to renew and ideally expand their services. This role will take responsibility for helping customers achieve their goals and working closely with our other specialist internal resources and partners.
It requires a strong customer account management mindset and a can-do attitude. Appreciation and interest of information security management standards like ISO 27001 are also essential. It needs a pragmatic project delivery and coordination capability (this is not rocket science and Prince2 fanatics are not required, but agile method workers are welcome). The expectation is to manage a large number of customers well so time management and prioritisation will be key to balancing the delivery, along with good teamworking skills.
The role may well appeal to those who are particularly keen on a career in information security management, strategic business management systems and customer services delivery. It is not a deeply technical or IT heavy role but the expectation will be to learn or be confident over time about many of the elements that underpin ISO 27001. It could lead into opportunities for becoming an information security management specialist internally or with a partner, or further customer services and account management specialist roles as we continue to scale up and grow.
The successful candidate will be:
Ensuring effective handover from the sales and partnering team into successful adoption and ongoing management of the customer relationship through to and including renewal
Helping the customer simply plan and prioritise their goals, delivering kick-off events and being available if they have any questions
Working closely with our Head Coach Information Security Specialist on the Virtual Coach programme
Participating in the delivery of fee earning accelerated implementation services where required alongside the Virtual Coach by working inside the platform with customers and partners
Driving down customer support issues if they emerge, as well as enhancing the on & off platform materials that contribute to customer success, from help, tours, Virtual Coach materials, feature improvements, all working closely with the operations and marketing teams
Engage in prospective customer and partner demonstrations if required, deliver webinars and be the voice of the customer in planning and development work
Helping partners develop their onboarding and related services to reflect our successful practices and vice versa
Supporting the team as needed internally to help plan workshops, product demos and events
Balancing and organising self and others to adjust to the lifecycle of activities required for success
- Helping communicate and market the customer successes into prospects, other customers and partners
- Digitally savvy, with very strong IT end user skills, proficient in browser based applications, Google tools, Microsoft PPT, Word, Excel and ideally comfortable recording videos, webinars and using tools like WordPress
- Completely fluent in English for written and verbal communications that have both a UK and international dimension
Dependent on experience and salary expectations you will be:
- Already working in the field or have a good appreciation of the language used in information security management, privacy and cyber hygiene or at least show a strong interest in it with an ability to learn and grow quickly
- Degree educated, ideally with one of computer science, information security, maths, psychology and or show a strong competence in customer services
Apply for the role
To apply for the role please fill in this short form. Remember to attach your CV and any covering information including your desired salary and any constraints or things we need to be aware of about your application, in either a PDF or Word doc format. We will be in touch soon afterwards. Thank you for your interest in the role.