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Senior Manager, Customer Advocacy DACH Region

Wiesbaden, DE, 65189

Technical Support

Sophos Overview – Cybersecurity Evolved

Sophos evolves to meet every new challenge, protecting more than 400,000 organizations of all sizes in more than 150 countries from today’s most advanced cyberthreats. Powered by SophosLabs, our cloud-native and AI-enhanced solutions are able to adapt and evolve to secure endpoints and networks against never-before-seen cybercriminal tactics and techniques. Managed through our award-winning, cloud-based platform, Sophos Central, our best-of-breed products work together through our unique Synchronized Security system to share threat intelligence and respond to evolving threats. The Sophos suite of products secures networks and endpoints against automated and active-adversary breaches, ransomware, malware, exploits, data exfiltration, phishing, and more.

 

 

Job Description:
As a Customer Advocacy Manager within Global Support Services, you will have the responsibility to build the support relationship with our key Partners, Distributors and Customers within the DACH region. You will be responsible for delivering an unparalleled support experience by leveraging our internal support and account management resources. You will work closely with our sales and channel teams to ensure that Sophos is delivering an overall superior support service to our customers.

Who you are:

  • A people person who is comfortable building relationships with a diverse and strategic customer base, across a variety of communication channels.
  • You can work independently and prioritise your individual workload, whilst recognising when to collaborate and engage with others as the need determines.
  • You are naturally empathetic, yet confident to take charge and control customer expectations to resolve their support issues effectively and efficiently.
  • A confident communicator who is passionate about elevating the experience for customers and colleagues alike
  • You enjoy working in a fun, friendly culture that focuses on relationships and knows how to celebrate success!


What you will do:
Be Sophos's ambassador for Global Support Services within DACH.
Own the customer experience. You will liaise with Support, Sales and the customer to figure out what they need, and guide them through to resolution with the least effort possible.
Collaborate with colleagues at all levels throughout the Support organisation to find the answers you need.

Support our DACH Channel to better understand our product’s capabilities, how to use our technologies effectively and maximize the return on their investment. Report to GSS Leadership on the holistic DACH support experience, highlighting issues and proposing solutions.

 

Required Skills and Experience:

  • Significant experience in a similar customer advocacy role within a software company.
  • A minimum of two years working is a leadership role within a Global Support organisation.
  • Experience working closely with Sales and Channel organisations.
  • A passion for delivering customer success.
  • A desire to learn new skills and educate our customers.
  • Fluent German and excellent English written and verbal communication skills.
  • Excellent presentation skills.
  • Comfortable interacting with a broad range of customers, partners, and distributors.
  • Ability to understand our technology and communicate its value to customers. 
  • Some travel will be required (as and when it is safe to do so)

 

 

Equal Opportunities & Privacy

Sophos is committed to equality opportunity in all areas of its work. All qualified applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, marital status, race, religion, colour, age, disability or sexual orientation. If you choose to explore this opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos.  If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights.  If you have any questions about Sophos’ data protection practices, please contact dataprotection@sophos.com.

At Sophos, we want every organization to be protected by innovative, next-generation IT security, even those who don't have a huge IT staff. We protect organizations of all sizes, all around the world by making enterprise-grade security that is simple to deploy, manage, and use. It is our passion, and something we are truly proud of.