At a Glance
- Tasks: Lead a team to help customers maximise value from TrendAI's AI security platform.
- Company: Join TrendAI, a global leader in AI security and innovation.
- Benefits: Competitive salary, diverse culture, and opportunities for professional growth.
- Other info: Dynamic environment with a focus on innovation and collaboration.
- Why this job: Make a real impact in cybersecurity while shaping the future of Customer Success.
- Qualifications: 3+ years in people management and strong technical communication skills required.
The predicted salary is between 60000 - 80000 £ per year.
Trend AI , the global AI security leader and enterprise business unit of Trend Micro, empowers organizations with full AI visibility and consolidated security that inspires confidence, drives innovation, and eliminates risk.
At Trend AI , we're always seeking exceptional talent-people who want to collaborate with the best and push boundaries together.
Here, your work goes beyond building a career.
You will help protect what matters and play a vital role in shaping a safer, more trustworthy AI-powered future.
About the Role
Trend AI is looking for a Customer Success Technical Advisor Team Manager to build and lead a high performing team of Customer Success Technical Advisors (CSTA) - trusted technical partners who help our strategic customers realize maximum value from the Trend AI Vision One platform.
This is an opportunity to shape the future of Customer Success by combining technical advisory expertise, customer engagement, and AI driven innovation.
What You'll Do
- Lead and develop a team of CSTA's and coach them to be trusted technical advisors for our most strategic customers.
- Own the health of an entire customer portfolio across the full customer lifecycle-spotting risk and opportunity before your customers do, and supporting them to manage those risks while growing their ARR.
- Own customer escalation management by providing leadership during critical customer situations, aligning Trend AI teams and customer stakeholders on a clear path forward, driving resolution, and restoring confidence to protect and grow strategic relationships.
- Turn data into direction by translating adoption, stickiness, and health scores into a clear story for leadership on where the business is headed.
- Drive enablement across your customer base-running initiatives that get customers hands on with specific solutions and packages and using them to their full potential.
- Partner across Sales and Solution Engineering to achieve what only a team can achieve.
- Forecast capacity, shape hiring plans, and build the operating model as our customer base grows.
- Pilot new approaches and AI assisted workflows that make the whole team more effective.
- Build a growth mindset in your team by encouraging CSTA's to experiment, learn fast from setbacks, and keep raising the bar.
What You Bring
- The ambition to help customers unlock real business value from our solutions and translate that into extending usage of the platform and ARR expansion across your team's customers.
- A track record of building scalable, AI fluent processes, not just running the ones you inherited.
- A solid technical foundation to understand and discuss IT security architectures at a conceptual level and hold a credible technical conversation with customer stakeholders.
- Strong communication skills, able to confidently engage with different stakeholders, present complex technical topics in a clear business context, and influence strategic decisions through concise, outcome focused communication.
- 3+ years of people management experience, ideally leading a Customer Success, Technical Account Management, or similar customer facing technical team.
- 5+ years of overall experience in a customer facing capacity, with exposure to cybersecurity, Customer Success, or Technical Account Management.
- Experience working across global teams in English.
- Why Join Trend AI
Work at the cutting edge-help customers manage cybersecurity risks with one of the industry's leading platforms, Trend AI Vision One.
Real impact, real visibility-the results of your team roll straight up to senior stakeholders.
A culture that backs you: join a Customer Success organization built on trust, technical depth, and genuine partnership with customers.
At Trend Micro, we embrace change, empower people, and encourage innovation in a connected world.
Our diversity and multicultural workforce are key contributing factors to our success across the globe.
We are an equal opportunity employer and are committed to this regardless of race, colour, religion, sex, nationality, age, citizenship, sexual orientation, marital status, gender identity or veteran status.
We do not allow discrimination or harassment of any kind.
Customer Success Technical Advisor - Team Manager employer: TrendMicro
TrendAI is an exceptional employer that fosters a dynamic and collaborative work culture, empowering employees to thrive in their roles. With a strong focus on professional development and growth opportunities, particularly in the rapidly evolving field of IT security, employees are encouraged to innovate and excel. Located in the UK, TrendAI offers a unique chance to engage with top-tier clients while being part of a forward-thinking team dedicated to driving impactful solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Technical Advisor - Team Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TrendMicro. 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 TrendMicro 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 Customer Success Technical Advisor - Team Manager
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 TrendMicro:Your cover letter is your chance to shine! Tell us why you want to work at TrendMicro 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 TrendMicro!
How to prepare for a job interview at TrendMicro
✨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.
