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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer success management capabilities, focusing on renewals, service delivery, and relationship building with stakeholders. Proficient in analytical reporting and process improvement within a cyber security and IT services context.
Highest-signal resume keywords
Customer Success ManagementRenewals And Re-ContractingAnalytical ReportingMicrosoft Power BICyber Security Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Pipeline ForecastingRoot Cause AnalysisService Level Agreement ManagementContract Delivery CoordinationProcess Improvement
Soft Skills
Time ManagementProblem-Solving MindsetWritten And Verbal CommunicationAttention To DetailProactive Self-Starter
Tools & Technologies
Monday.comMicrosoft PowerPointMicrosoft WordMicrosoft Excel
Industry Keywords
Cyber SecurityManaged Service DeliveryCustomer-Facing ExperienceIT Services Environment
Tech Stack
Tools & technologiesCyber Security
About the role
Key responsibilities & impact- Support the Head of Customer Success in running the customer success function
- Own renewals, re-contracting, and solution evolution to minimise churn and maximise customer lifetime value
- Maintain accurate pipeline forecasts covering renewals, expansions, and opportunities
- Meet customers to understand challenges and map them to CyberOne services and technology
- Build trusted relationships with customers from IT teams to senior stakeholders
- Lead monthly and quarterly service reviews and ensure agreed actions are delivered
- Support account development planning
- Manage delivery against contracted SLAs and service schedules
- Direct order processing, fulfilment, and customer requests end-to-end
- Handle escalations and produce Root Cause Analysis reports
- Keep internal teams aligned around customer needs
- Produce monthly, quarterly, and annual service reports through the customer portal
- Identify and implement process improvements
- Assist with internal statistics and reporting
- Support resourcing for projects and pre-sales work
- Own and maintain the Monday.com system and collaborate across other operating platforms
- Generate Statements of Work, managed service schedules, and welcome packs
- Coordinate contract delivery with Operations
Requirements
What you’ll need- Excellent administration, organisation, and time management skills
- Strong analytical ability with a practical, problem-solving mindset
- High attention to detail
- Confident written and verbal communication skills, including customer-facing reporting
- Proactive, self-starting style; comfortable working independently or as part of a team
- Ability to learn quickly and become fluent in delivered security services and technology
- Working knowledge of CyberOne systems or the capability and drive to learn them quickly
- Strong skills across Microsoft tools: PowerPoint, Power BI, Word, and Excel
- Customer-facing and administrative experience in a cyber / IT services environment
- Broad understanding of cyber security and managed service delivery
Benefits
Comp & perks- Access to CyberOne’s Microsoft security expertise and technology environment
- Opportunity to work with Microsoft Security portfolio technologies including Defender XDR, Sentinel, Entra, Purview, Intune, and Copilot for Security