Customer Success Manager

The MSAB vision is to empower every investigation with digital forensic solutions – for a safer world. A core value is to run an ethics-driven company with innovation and results. MSAB is the global leader in digital forensic technology for mobile device examination and analysis. The sole focus of MSAB is on delivering high quality digital forensic solutions to collect, review, analyze and manage data. MSAB is a trusted partner to Law Enforcement, Defense Forces, Government Agencies and Forensic Laboratories in democratic countries throughout the world enabling them to investigate crime, gather intelligence, investigate fraud and fight corruption.

About the role

The Customer Success Manager (CSM) reports to the Chief Operations officer (COO) and is responsible to supervise and coach the customer success staff as well as manage a set of own customers. The CS team is based in Hornstull and consist of 4 members that all works with different markets.

CSM and the CS team develops customer relationships that promote retention and loyalty and work closely with customers to ensure they are satisfied with the service they receive. Together with the team you develop and promote MSAB offerings and businesses by focusing on on-boarding new customers, renewals, customer satisfaction, sales and online product- and service - demonstrations.

The successful candidate will

  • Operate as a leader and coach with own account responsibilities for the Customer success team.
  • Provide team reporting of metrics and KPIs to COO on a weekly, monthly and quarterly basis.
  • Be a self-starter with the drive to educate yourself and share your knowledge with the team.
  • Work close to develop best practices and implement them.
  • Work closely with Sales regional managers, sales and technical sales teams.
  • Take responsibility to guide customers in the use of MSAB products and services.
  • Analyze the requirements of prospects and customers, assisting in the optimization and full utilization of MSAB’s digital forensic solutions
  • Work on-site and remotely with customers, both individually and in teams.
  • Be a trusted advisor to prospects and customers, as well as for MSAB’s own staff

Requirements

  • Experience in customer success, customer service and sales.
  • Experience in coaching and leading a team.
  • Excellent communication and presentation skills.
  • Strong written and verbal communication skills in English and preferably in other languages.
  • Experience of working in CRM systems.
  • Experience from on-demand services
  • Ideally combined background of post-sale and sales exp


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Contact us

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If you have a general question, let us know here and we will reach out to you as soon as possible.