Managed Services Specialist

Job description

As a Managed Service Operative, you will deliver a world-class managed service offering for our cybersecurity-awareness training platform to a portfolio of valued customers. In this role, you’ll act as both a product expert and a trusted advisor—configuring and maintaining awareness campaigns that drive measurable behavioural change and help protect organizations from cyber threats. You will also play a vital role in enabling other partners and customers to use our platform effectively, providing training and strategic guidance to drive adoption, engagement, and long-term success. This role can be based in any of our European Office, with our HQ located in Derry, Northern Ireland. Key Responsibilities: Configure and manage cybersecurity-awareness programs for managed service customers, ensuring smooth setup and optimal delivery of training and testing campaigns. Design and execute customer-specific engagement strategies to maximize impact and drive end-user behavioural change. Maintain ongoing platform performance and update campaign configurations as needed to meet evolving customer needs. Train and support third-party managed service providers to deliver our offering to the highest standard. Deliver expert-level training and guidance directly to customers, supporting their independent use of the platform and driving broader adoption. Monitor usage data and campaign performance to ensure high user engagement across managed service accounts. Serve as a trusted product and awareness expert, advising customers on best practices and aligning platform capabilities to organizational security objectives. Collaborate with internal teams (Product, Customer Success, Support, and Sales) to ensure customer needs are anticipated, met, and exceeded. Support upsell efforts through consultative recommendations, ensuring customers benefit from additional managed service offerings where applicable. Experience & Qualifications: Minimum of 2 years’ experience in a customer-facing role in SaaS, cybersecurity, or technology service delivery. Proven track record of managing customer platforms, configuring solutions, and delivering service excellence. Experience in cybersecurity awareness, training, or behaviour-focused security programs is highly desirable. Excellent communication and interpersonal skills, with a knack for explaining complex technical concepts in plain language. Strong project management skills and attention to detail in campaign planning and execution. Comfortable delivering training to groups and individuals, both virtually and in person. Ability to manage multiple customer accounts with a proactive, solution-focused mindset. Familiarity with customer success platforms, CRM systems, or learning management systems is a plus. Language ability - Preference may be given to applicants who speak German, French or Swedish (English is essential) Performance Metrics: Customer Satisfaction: Maintain high CSAT across all managed service accounts through attentive, high-quality service delivery. Subscription Renewals: Drive customer retention by consistently demonstrating platform value and managed service effectiveness. Managed Service Engagement: Maximize end-user participation and engagement with campaigns through thoughtful scheduling and targeting. General Platform Adoption: Promote increased platform usage and feature adoption among non-managed customers through training and enablement. Upsell & Expansion: Identify opportunities for customers to expand their managed service scope and contribute to revenue growth. Training Impact: Deliver training programs that demonstrably improve platform confidence and effectiveness among both partners and direct customers.