At a Glance
- Tasks: Support enterprise customers in their journey to cyber resilience through onboarding and enablement.
- Company: Join Immersive Labs, a leading global cyber resilience solution provider.
- Benefits: Enjoy flexible remote work, generous leave, and career development opportunities.
- Other info: Be part of a diverse, inclusive team with exciting social events and growth potential.
- Why this job: Make a real impact by helping customers tackle tomorrow's cyber threats.
- Qualifications: Experience in Customer Success or account management, preferably in SaaS or Cybersecurity.
The predicted salary is between 60000 - 80000 £ per year.
A platform you can believe in: Immersive One is the leading cyber resilience solution across the globe. Partner with Immersive's enterprise customers within this region to provide world-class onboarding and enablement experiences in their journey towards building cyber resilience, with readiness to tackle the cyber threats of tomorrow!
Immersive helps prove and improve your cyber resilience by simulating real-world threats, testing your skills, and measuring performance. We put your readiness to the ultimate test. From sharpening technical capabilities to making high-pressure decisions, our platform allows you to assess every angle, pinpoint areas for growth, and prove your ability to tackle evolving threats with unwavering confidence.
Immersive was founded in 2017, from a cargo container in Bristol, UK we've grown to over 300 employees globally, announced funding of more than £150 million and been voted a Best place to work on multiple occasions!
We're looking for an experienced, proactive and value-driven individual to join our established Customer Experience team in the UK as a Senior Customer Success Manager (Spain and Iberia). The essence of our Customer Success team is customer obsession. In fact, "Customer Centricity" is a core company value and embraced by every Immersive employee to support your efforts as champion of the customer voice.
Reporting directly to our Director of Customer Success and based out of the UK, you will manage our regional customers through the entirety of their lifecycle: from onboarding to upsell to renewal, and align their strategic objectives with the Immersive One platform's proven outcomes.
With customers like HSBC, UK National Health Services and Goldman Sachs, plus feedback like "The best tool for learning cyber security", "A great platform to learn and gain hands on experience on tools" and "Immersive is a must have for every organisation," you can see why customer obsession is the core of who we are, and our Customer Success Managers are the key pillar in elevating the customer voice and accelerating time to value.
Our most successful customer success managers here are consultative, customer centric and constantly expanding their knowledge through cross-team collaboration. You will partner with our Sales and Solution Consulting teams as you conduct POVs with existing customers, execute EBRs, and identify opportunities to expand the customer relationship. Additionally, you will build and leverage relationships with Cyber Resilience Advisors, Product Marketing and our Cyber & Engineering teams.
As one of the senior individual contributors in the team, your main responsibilities will include:
- Partner with our customers to ensure effective onboarding - setting them up for success
- Create and execute a communications plan to engage effectively throughout the customer journey
- Align strategy and build programs for customers, with objectives and measurable outcomes
- Collaborate with our product and customer support team to share new features
- Nurture upsell and cross-sell opportunities in partnership with sales to increase account penetration
- Monitor CSAT and resolve concerns with the assistance of internal teams.
We'd love to hear from you if you have proven experience in the following areas:
- A number of years experience in Customer Success, account management, or equivalent within a SaaS environment. Experience in Cybersecurity or Cyber Risk Management is strongly preferred
- Exceptional planning, presentation, and written communication skills.
- Experience in implementing customer solutions and client management
- Experience in project management with a proven track record of managing multiple projects to completion, along with excellent planning and organisational skills
- Ability to maintain a high-valued outcome-based relationship with a diverse customer profile base
Immersive's growth has been fuelled by our values that underpin everything we do, here's how they relate to this role:
- Driven - We push the boundaries of innovation, acting swiftly to achieve ambitious outcomes. Our drive embodies a culture of ambition, where challenges are stepping stones to excellence.
- Inclusive - Our strength lies in diversity, fostering a culture where every individual contributes to our collective strength. We champion open dialogue and empathy, ensuring a collaborative, inclusive workplace.
- Customer Centric - We seek to develop deep relationships with our customers to help them achieve their business outcomes. We exceed our customers and partners' expectations by crafting products, services and experiences that surprise, delight and ensure they feel valued and supported every day.
- One Team - We are a talented global team working together to achieve our vision. Central to our ethos, resilience means adapting and thriving in adversity. It guides our innovation, ensuring we and our clients are prepared for the future.
We encourage people of all different backgrounds and identities to apply. We are committed to maintaining an inclusive, supportive place for you to be you and do your very best work. Excited by the above? We're ready to receive your application!
As well as an inclusive, supportive place for you to be you, we offer an extensive range of benefits so you can do your very best work:
- Time off, flexible and remote working so you can work when is best for you, includes 25 days annual leave + 2 volunteering days and birthday day off
- Look after your family and yourself with enhanced parental leave, mindfulness groups, critical illness cover
- Career and learning development through the platform and our 'Learn Anything' fund
- Share in the companies success with share options, sales incentives and Recognition & Rewards for doing great work and living our values and behaviours
- Informal or formal flexible working options, e.g. flexible start and finish times, reduced hours, job share, remote working
- We're a sociable, tight-knit team with monthly socials, and sports clubs. Our socials have included everything from pottery painting and paper mask making, to movie nights and escape rooms
- While this is a remote position, we do all meet in our EMEA HQ on a bi-annual basis and regularly in person in region.
Cyber threats wait for no one and neither should you. Apply now!
StudySmarter Expert Advice🤫
We think this is how you could land Remote Senior Customer Success Manager (Spanish Speaking) - UK (Remote) in Brighton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Grabjobs. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Grabjobs before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote Senior Customer Success Manager (Spanish Speaking) - UK (Remote) in Brighton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Grabjobs:Your cover letter is your chance to shine! Tell us why you want to work at Grabjobs specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Grabjobs!
How to prepare for a job interview at Grabjobs
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
