VP Customer Success

Jobs & Careers

Posted on Jan 31, 2019

Department: Solutions

Location: Amsterdam, Netherlands

As Vice-President of Customer Success you’re responsible for Customer Success roles Support, Service Management and Delivery Management. Post-sales, your responsible for customer delivery to projects, upgrades, SLA management and ticket management (1st and 2nd line support). Pre-sales, you are responsible to sign-off on your teams engagement to future, non-standard deliveries (resource management).

Vice-President of Customer Success will report to Exec Team. Both operationally as well as commercially, this is a key role in our MT.

At EclecticIQ all CST roles sit together in one team per geographical location (for as far as possible) to ensure local presence, as close to the customer as possible. Current locations for CST are Amsterdam, London and Herndon (VA). Team size now is 7 FTE, 2 vacancies. Team will grow based on (commercial) success. 

Responsibilities

Communication and Engagement

  • Pro-actively reach out to customers, supporting customer happiness
  • Escalation path for Service Manager
  • Responsible for monthly dashboard(s) and reviews
  • Assist Support in triaging of tickets, prioritization and (possibly) escalation
  • Drive monthly business reviews on customer happiness for Exec Team
  • Nurtures key relationships and maintains networks internally and externally.

Practice Skills:

  • Actively recruit to build and maintain your team;
  • Lead and develop your team people through training, coaching, and mentoring;

Delivery:

  • Build and maintain sustainable client (practitioners) relationships
  • Ensure (helpful) insights in customer happiness are available on a daily basis
  • Help improve – short term and long term – Eclecticiq products and services through constructive feedback to MT
  • Help align processes with L3 (engineering) and Product Management to create a self-learning organization that improves continuously
  • Help assure Customer Success in future Projects
  • Coach and develop CST member through on-the-job training.

Data Protection and Confidentiality:

  • All employees are subject to the requirements of the GDPR and must maintain strict confidentiality in respect of patient, client and staff records;
  • Ability to achieve security clearances in support of business requirements.

Requirements

  • Professional English language communication skills including written and verbal
  • Experience managing and leading internal teams
  • Ability to travel frequently, potentially up to 30###span#<
  • An entrepreneurial, can-do mentality
  • Maintains domain expertise around cyber technologies
  • Sound knowledge of internet technologies, network security, SE Linux.
  • Reliable Linux CLI knowledge
  • Scripting – able to read and to use various scripts, preferably Python
  • Relational database knowledge, more then average PostgreSQL/SQL 
  • Working experience with AWS
  • Familiarity with Nginx, Elasticsearch (all ELK), Redis etc.
  • Familiarity with JIRA or other ticket management platforms
  • Ability to achieve clearances in support of business requirements 

Benefits

We offer a full time position with a market conform salary, as well as ESOP participation. Besides our 24 annual holidays, we have a remote friendly work environment. On top of that, we have a hip, home-like working place in the heart of Amsterdam and London where you can work with (and build) the latest technology. Our teams are humble, effective, transparent and life long learners - while we love experiments and research, we are not afraid to make decisions. We are backed by international investors to build the future together!

About EclecticIQ

EclecticIQ (2014) enables intelligence-powered cybersecurity for government organisations, commercial enterprises and MSSPs. We develop analyst-centric products and services that align our clients’ cybersecurity focus with their threat reality. The result is intelligence-led security, improved detection and prevention, and cost-efficient security investments.

Our flagship product EclecticIQ Platform is based on open standards STIX and TAXII and enables consolidation, analysis, integration and collaboration on intelligence from multiple sources - whether they are freely available, commercial or part of industry partnerships.. We tightly integrated our solutions with our customers’ IT security controls and systems.

EclecticIQ Platform gathers intelligence from diverse sources, enables collaborative internal workflows, integrates with enterprise security technologies, and supports secure exchanges with external information-sharing communities.

EclecticIQ operates globally with offices in Amsterdam, London, Herndon (US) and Moldova. 

 

Learn more at www.eclecticiq.com

 

In case of any questions or queries, please reach out to our Talent Acquisition specialist on [email protected]

Interested?

All you need to do is filling out our application form below.

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