Partner Success Representative

We set up our Customer Success Function in 2020, we have gone from strength to strength increasing customer retention and growing the value of our top accounts. Across the team we currently manage over 1,000 global high value accounts with plans to grow even further.

This is a fantastic opportunity for an energetic, customer focused team player who wants to be part of a collaborative, ambitious, hardworking team. We offer a great working environment and excellent development opportunities.

Responsibilities – What will I be working on?

• Reporting to the Senior Partner Success Manager you will be working with our Managed Service Provider(MSP) partners to ensure we reach their desired outcomes and maximise the value that they get from TitanHQ’s solutions.
• Onboard new MSP partners
• Respond to MSP issues raised by Channel Accounts Managers(CAMs), Work with Support team, Finance and Product teams to solve.
• Cultivate and strengthen relationships with both business and IT decision makers within assigned MSP accounts, Work with them to resolve product usage issues. Act as a point of escalation for MSPs for all issues.
• Monitor and proactively manage MSP accounts using data and other information.
• Obsessively mange your At-Risk accounts to ensure you hit your revenue retention targets.
• Engage with low scoring Net Promoter Score customers to identify and solve their dissatisfaction drivers to reduce churn risk and drive lifetime value.
• Drive Customer Success initiatives aimed at increasing renewal, reducing churn and maximizing the adoption of purchased technology/subscription services.
• Identify and cultivate opportunities for the CAMs to cross- and up-sell into the existing customer base.
• Work with your Customer Success colleagues to be the Voice of The Customer within TitanHQ.
• Provide Support to the Senior Partner Success Manager on all initiatives that will drive MSP retention and customer satisfaction.

Skills & Experience – What we need you to bring to the table

• At least 2 years’ experience as a Customer Success representative(or similar role)
• Experience in a SaaS, software or technical based Company would be preferable
• A technical degree of some sort would be advantageous
• Excellent communication skills with the ability to listen well and relay information in verbal and written format
• Strong relationship building skills, credible and personable
• Customer focused with the ability to understand customer needs and a passion for exceeding expectations
• Ability to understand technical products and issues
• Strong problem solving skills, able to identify issues and root cause and propose solutions
• Super organised to manage a high workload and prioritise effectively.
• A trustworthy team player, who can work well across all teams and with stakeholders
• Good presentation skills with the ability to present to varying audiences

TitanHQ Benefits – What will you get in return?

• Opportunity to have an impact within a Private Equity funded, High Growth Irish Company operating in the cyber security domain, delivering next generation software as a service platform.
• We encourage contribution and decision-making Ideas are listened to and encouraged.
• A great emphasis on teamwork, communication and keeping everyone up to date on our progress as a company.
• Join a growing team of strong players with the opportunity to learn and grow your knowledge and career.
• Excellent City Centre location, beside Salthill Promenade.
• Flexible hours and remote working opportunities, with remote work allowances
• Great Sports and Social club with lots of events for the team throughout the year – matched Company contribution.
• Competitive compensation including the opportunity to earn bonus based on performance (role dependant)
• Company pension scheme and vacation allowance
• Death in service benefit (4 x basic salary)
• Company Sick Pay
• Income Protection scheme