Service Delivery Line Manager, Customer Success - Security Solutions
Ericsson
Ericsson is a world-leading provider of telecommunications equipment and services to mobile and fixed network operators. Over 1,000 networks in more than 180 countries use Ericsson equipment, and more than 40 percent of the world's mobile traffic passes through Ericsson networks. Using innovation to empower people, businesses and society, we are working towards a Networked Society, in which everything that can benefit from a connection will have one. At Ericsson, we apply our innovation to market-based solutions that empower people and society to help craft a more sustainable world.
Grow with us
The Ericsson Security Manager is an industry-leading product in security management and security assurance in telecom and mission critical domains. We are the global go-to-partner when it comes to securing the telecom networks. Our growing customer base and ever-changing security landscape requires a holistic approach to ensure the maximum value for each customer.
We are looking for a Service Delivery Line Manager to take the lead of our Customer Success services with customers globally. The Customer Success is responsible for the customer onboarding, post-acceptance services, driving customer engagement, and being the voice of the customer towards other stakeholders in our unit. You will be supported by the best in the telecom security industry.
Responsibilities:
- Execute a strategic plan for Customer Success, aligning with the overall business objectives.
- Grow a high performing team of Customer Success professionals.
- Demonstrate holistic approach to customer success by ensuring all existing customers extract maximum value from the product throughout the customer lifecycle.
- Guide customers in optimizing the use of the product to meet their specific security objectives.
- Identify opportunities for upselling and expansion based on customer needs and blind spots.
- Build and maintain strong relationships with customer security stakeholders.
- Provide insights from customer interactions to inform relevant stakeholders, such as product management and development.
- Foster a collaborative and customer-centric culture within the Customer Success team.
- Define and improve Customer Success processes, frameworks, guidelines and documentation templates.
Join our Team
Qualifications:
- B.Sc. / M.Sc. in Computer Science or related technical discipline, or equivalent practical experience.
- Strong leadership skills in line with Ericsson values.
- Solid balance of strategic thinking and ability to drive changes.
- Proven track record as Line Manager, 5+ years.
- Flexibility in dealing with changing situations and time zones.
- Good networking and coaching skills.
- Cultural awareness and skills.
- Experience working with geographically distributed teams.
- Experience with working with customers, 5+ years.
- Exceptional communication skills, with the ability to tailor messages for technical and executive audiences.
- Proven track record of driving impactful outcomes and achieving strategic goals in complex environments.
- Passion for understanding and addressing customer needs.
Seen as advantages:
- Experience of leading customer project deliveries
- Knowledge on project frameworks, DevOps principles, project management and ITSM processes.
- Experience in identifying and capitalizing on business opportunities.
Approved security clearance is required for the position and will be carried out for the selected applicant. (Security Clearance Act 726/2014)