Senior Customer Success Manager - Italy

About Group-IB

Founded in 2003 and headquartered in Singapore, Group-IB is a leading creator of cybersecurity technologies to investigate, prevent, and fight digital crime. Combating cybercrime is in the company’s DNA, shaping its technological capabilities to defend businesses and citizens and support law enforcement operations.

Group-IB’s Digital Crime Resistance Centers (DCRCs) are located in the Middle East, Europe, Central Asia, and Asia-Pacific to help critically analyze and promptly mitigate regional and country-specific threats. These mission-critical units help Group-IB strengthen its contribution to global cybercrime prevention and continually expand its threat-hunting capabilities.

Each of us can help make the world a safer place. Join us!The role:

Customer Success Manager is a dynamic, people-focused role in which candidates have the opportunity to make a meaningful impact on the development of our customers' journey with URP.

As a CSM, the candidate will empower customers to achieve their goals while directly contributing to the company’s growth and success. We require talented, open-minded and skilled people who enjoy building relationships, problem-solving, and delivering exceptional customer experiences.

Tasks to solve:

• Help customers get started with smooth onboarding, training sessions, and regular check-ins within URP scope.
• Create and update project plans to keep everything on track with your customers.
• Stay connected with customers and your team to ensure workflows run seamlessly.
• Spot and solve potential issues early to keep customers happy and engaged.
• Share updates about new trends, features, or anything exciting related to their projects.
• Be the go-to person for customer questions and tackle any challenges that come up.
• Prepare helpful materials and take proactive steps to ensure projects stay on course.
• Check in on customer satisfaction with surveys and feedback sessions.
• Keep systems and databases up to date for smooth project management.
• Always look for ways to improve and simplify internal processes.

Qualifications:

• Basics of Cyber Threat Intelligence, Digital Risk Protection and Attack Surface Management class information security systems.
• Ability to maintain reports, analyse information, find patterns and identify points of impact – Experienced as client/account/pre-sales account manager in a B2B market.
• Experience in the CSM role in the industry is an advantage.
• Strong communication skills, with an ability to communicate clearly with customers, colleagues and partners.
• Experienced in managing internal customer experience development projects (collecting, organising feedback, working with the Customer Journey Map).
• Fluency in Italian as a native language and advanced English proficiency (including a strong background in technical English) are essential for this role.
• Strong presentation and public speaking skills.
• Skilled in service-desk systems interaction.
• Please, send the CV in English.Why GROUP-IB?

• Your happiness is important to us: We want every single team member to be happy.
• Continuing professional development: At Group-IB, you can choose from various paths to growth: progress as an expert, advance to a management position, try your hand in another department, relocate abroad, or launch a new business area.
• Group-IB.A team with extensive international expertise: Do you have experience but are looking for exciting challenges? By choosing us, you will be choosing complex tasks and continuously improving your skills in a fast-growing international company**.**
• Globally recognized technologies: Group-IB's members are located in 25 countries, and our products and services are sold in 60 countries. What’s more, Gartner, IDC, and Forrester have ranked our technologies among the best in their class. We work with over 450 international partners and about 500 clients**.**
• A culture created by each of us: Group-IB’s employees speak many different languages and understand one another. We respect each other's beliefs, share common values, and strive toward the happiness of every employee**.**
• Economic stability: Group-IB's sustainable growth helps rapidly develop careers that would take years to progress as far as most other companies.

What else should you know:

• Flexible schedule: Group-IB does not have fixed working hours. You choose your schedule. We adhere to the principle advocated by Steve Jobs: “We have to work not 12 hours and head. ”Health: If anything goes wrong, don’t worry — we offer health insurance.
• Certificates and training courses: Group-IB specialists hold over 1,000 professional certificates, including CEH, CISSP, OSCP, GIAC, MCFE, BSI, as well as some rare ones that would be a source of pride for experts in forensics, penetration testing, and reverse engineering worldwide. We have an incentive program that helps employees achieve certifications at the company's expense.
• Challenges: A wide selection of GIB programs helps you improve soft skills, gain new competencies, and receive monetary rewards.
• The initiative is rewarded: At Group-IB, you can bring your most daring ideas to life. The company encourages technical blogging, writing articles, building sports teams, and other creative activities.