careers

Head of Customer Experience

Apply Now

Description

Company Overview:
Protos Networks is a leading provider of advanced networking and security solutions, specialising in 24/7 Managed Network and Security Operations services (NOC/SOC). Our portfolio includes industry-leading technologies from Cisco, Level Blue, and Crowdstrike, enabling us to deliver our clients 24/7 NOC and SOC offerings.

The Head of Customer Experience will play a pivotal role in ensuring customer satisfaction, driving project success, and nurturing long-term client relationships. This strategic leadership position is responsible for maintaining the highest standards of quality and service delivery, aligning with ISO 9001 principles, and identifying opportunities for growth through renewals and upsells. You will act as the bridge between customers and internal teams, ensuring alignment and value delivery across all engagements.

Responsibilities

Customer Success Management

  • Conduct quarterly account reviews to:
    • Highlight project successes and outcomes.
    • Present SOC and NOC reports, ensuring insights are actionable.
    • Showcase Protos’ contributions, such as Pen Tests or other strategic initiatives.
    • Discuss upcoming projects, future improvements, and long-term client roadmaps.
    • Identify and address expiring contracts, initiating renewal discussions.
    • Highlight ageing assets and collaborate with customers on replacement plans.
  • Provide comprehensive account reports to directors, including spending trends, opportunities, and risk areas.
  • Serve as the primary communication link between engineering teams and customers, ensuring seamless collaboration and responsiveness.
  • Maintain and update continuous customer strategy documents to align on long-term goals and progress.

Project Delivery Excellence

  • Conduct regular check-ins with customers and engineers to ensure project alignment and progress.
  • Facilitate communication between internal engineering teams and customers to address project needs.
  • Oversee project documentation, including:
    • Project charters.
    • Highlight reports.
    • Closure documents.
  • Manage task lists and issue logs, ensuring a structured approach to project execution.
  • Conduct post-project reviews to identify lessons learned and apply insights to future engagements.

Service Delivery and Quality Assurance

  • Monitor and report on service delivery quality, focusing on:
    • Quality of Service (QoS) metrics.
    • SLA adherence.
    • Customer feedback.
  • Own and maintain ISO 9001 quality standards across all processes.
  • Proactively address challenges in service delivery, recommending and implementing improvements.
  • Collaborate with internal teams to ensure service delivery meets or exceeds customer expectations.
  • Own and maintain quality standards and certifications across all vendors.

Growth and Revenue Generation

  • Partner with sales teams to:
    • Identify opportunities for contract renewals and upsells during customer reviews.
    • Develop tailored recommendations to enhance account growth.
  • Provide insights from customer interactions to inform new service offerings and campaigns.

Leadership and Team Collaboration

  • Establish a culture of excellence in customer engagement and project delivery.
  • Champion initiatives to improve customer satisfaction, retention, and loyalty.
  • Collaborate across departments to drive continuous service improvements and innovation.
  • Lead by example, promoting a proactive and solution-oriented approach within the team.

Skills & Experience

Customer Success & Relationship Management

  • Strong ability to build and maintain long-term client relationships.
  • Experience conducting Quarterly Business Reviews (QBRs) and strategic customer meetings.
  • Ability to present complex technical reports (e.g., SOC/NOC reports, penetration test results) in a way that is understandable to stakeholders.
  • Excellent communication and negotiation skills for contract renewals and upselling.

Project & Service Delivery Management

  • Experience managing customer-facing IT or cybersecurity projects.
  • Strong understanding of project management methodologies (Agile, PRINCE2, PMP).
  • Ability to manage project documentation, including charters, reports, and closure documents.
  • Experience in service quality management and continuous improvement frameworks.
  • Familiarity with SLA management and monitoring service quality metrics.

Quality Assurance & Compliance

  • In-depth knowledge of ISO 9001 standards and how to maintain quality certifications.
  • Experience working within an ITIL framework for service management.
  • Ability to analyse customer feedback and drive process improvements.

Technical & Industry Knowledge

  • Understanding of cybersecurity, SOC (Security Operations Centre), NOC (Network Operations Centre), and IT infrastructure.
  • Familiarity with IT security frameworks such as NIST, CIS, or ISO 27001.
  • Awareness of cybersecurity best practices, including penetration testing, threat management, and compliance requirements.

Business & Revenue Growth

  • Ability to identify renewal and upselling opportunities within customer accounts.
  • Strong commercial awareness to align customer needs with business goals.
  • Experience working alongside sales and account management teams to support business development.

Leadership & Collaboration

  • Proven ability to lead customer success initiatives across multiple teams.
  • Strong stakeholder management skills, working with technical teams, sales, and senior leadership.
  • Experience in developing customer-centric strategies to improve retention and satisfaction.

Experience Required:

  • 5+ years in a customer-facing leadership role (e.g., Customer Success Manager, Service Delivery Manager, Account Director).
  • Experience in a cybersecurity, IT, or managed services environment.
  • Proven track record of driving customer satisfaction, retention, and business growth.
  • Hands-on experience managing enterprise customer accounts and complex IT projects.
  • Experience implementing quality frameworks like ISO 9001 and ITIL service management.
  • Previous experience working with SOC/NOC teams and cybersecurity service providers is a plus.

 

What We Offer:

– Competitive salary and commission structure.

– Medical Insurance following a successful probation period.

– Comprehensive training and professional development opportunities.

– A supportive and collaborative work environment.

– Opportunity to work with a passionate team dedicated to making a difference in cybersecurity

– Development tracks and opportunities for personal growth

How to Apply

If you’d like to apply, please send us your CV and a covering email to [email protected]