45 Customer Service & Helpdesk jobs in Ireland

**Minimum qualifications:**
+ Bachelor's degree or equivalent practical experience.
+ 8 years of experience in program or project management.
+ Experience managing vendors or a direct team to provide customer engagement or support.
**Preferred qualifications:**
+ 8 years of experience managing cross-functional or cross-team projects.
+ Experience working in an innovation, customer success, or customer program environment.
+ Experience in submarine networking technologies.
+ Ability to build incident management functions.
+ Excellent communication and project management skills, with a track record of handling multiple customers and streams of work.
A problem isn't truly solved until it's solved for all. That's why Googlers build products that help create opportunities for everyone, whether down the street or across the globe. As a Program Manager at Google, you'll lead complex, multi-disciplinary projects from start to finish - working with stakeholders to plan requirements, manage project schedules, identify risks, and communicate clearly with cross-functional partners across the company. Your projects will often span offices, time zones, and hemispheres. It's your job to coordinate the players and keep them up to date on progress and deadlines.
This role is crucial for our partner ecosystem. You will ensure smooth onboarding to our subsea cable network and cultivate, ongoing partner relationships. This includes understanding their needs, proactive communication, and serving as their primary Google contact. You will advocate our partners, ensuring their voices are heard and concerns addressed.By providing support, you will contribute to Google's mission of organizing the world's information and making it universally accessible. You will connect the world, one cable at a time, empowering partners to succeed in the digital age.
Google Cloud accelerates every organization's ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google's cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.
**Responsibilities:**
+ Own development of the Service Innovation and Customer Assurance function within Global Submarine Networks (GSN) Operations. Implementing new processes based around the framework.
+ Manage all customer communications related to service delivery via programs ensure structured, tracked engagement with customers and stakeholders, updating them on order progress using agreed tools.
+ Drive innovation across service and lifecycle management and the way we deliver network for Google in what will be a new function in service management and agreements/customer onboarding.
+ Collaborate with internal teams (Build, Operations, Business, Compliance) to address partner concerns and ensure smooth service delivery. Identify and escalate any issues or roadblocks that may hinder partner onboarding or ongoing satisfaction.
+ Develop and maintain ongoing relationships with partners, acting as their primary point of contact within Google.
Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also and If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form:

**Minimum qualifications:**
+ Bachelor's degree or equivalent practical experience.
+ 2 years of experience in advertising, consultative sales, business development, online media environment, or marketing role.
+ Ability to communicate in English, Czech and Slovak fluently to support client relationship management in this region.
**Preferred qualifications:**
+ Experience strategically assessing and achieving client success via sales techniques, including effective questioning, objection handling and engaged selling.
+ Experience in managing digital advertising campaigns with a focus on performance marketing.
+ Knowledge of online marketing strategy and tactics.
+ Ability to build compelling narratives and utilize storytelling as a client engagement strategy.
+ Ability to own a portfolio in an advertising or media sales context in Czechia, and consistently overachieve quotas to drive growth.
Businesses of all shapes and sizes rely on Google's unparalleled advertising solutions to help them grow in today's dynamic marketing environment. You bring a passion for sales, knowledge of online media, and commitment to maximize customer success. You act like an owner, move with velocity through change, finding innovative and strategic ways to consistently deliver extraordinary and incremental outcomes for both Google and your customers. You build trusted relationships with customers, uncovering their business needs and translating them into powerful solutions to achieve their most ambitious goals. You achieve as a team with sellers, shape the future of advertising in the AI-era, and make a real impact on the millions of companies and billions of users that trust Google with their most important goals.
Google Customer Solutions (GCS) sales teams are trusted advisors and competitive sellers who maintain a relentless focus on customer success by bringing the best Google has to offer to small- and medium-sized businesses (SMBs), which are the backbone of our communities. As a member of our team, you'll have the opportunity to work with company owners and make a real difference in their businesses by helping them grow. Together, we help shape the future of innovation for customers, partners, and sellers.and we have fun doing it.
**Responsibilities:**
+ Deliver against ambitious quarterly business and product growth goals.
+ Establish relationships via phone calls or e-mail marketing and conduct regular phone consultations and sales pitches with clients to advise them on how to get the best return on their Google Ads investment.
+ Own a portfolio of small businesses by thoroughly understanding growth drivers identifying opportunities for growth, managing risks and building quarterly plans for achievement.
+ Drive customer growth by delivering outstanding customer sales experience and achieving customer business and marketing objectives.
Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also and If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form:

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
As a Customer Success Guide Manager, you will be part of the Customer Excellence Group, responsible for driving customer success, growth, and adoption within the EMEA region. Operating out of the Regional Success Centre in Dublin, Ireland you will manage a team who serve as the trusted point of contact for customers, helping them achieve their business goals while ensuring they get the most out of our products and services. The Customer Success Guide team is primarily office-based and the ideal candidate will be responsible for coaching and developing the team, driving successful customer outcomes leading to client's product adoption, renewals, and expansion of ServiceNow offerings across a large portfolio of customers.
Key Responsibilities:
· Lead your team to onboard new customers, and improve technical health and adoption for a portfolio of customers
· Hiring, coaching and mentoring team members to help them grow their skills and careers
· Execute the Success Centre strategy, delivering value for all customers on their journey
· Drive new initiatives in the Success Centres as part of the overall Customer Excellence Group strategy
· Understand how digital and AI based technologies are critical to the scaling, impact and cost effectiveness of the business
· Manage & oversee the operational aspects of the team to deliver high quality engagements, efficiently with maximum reach and productivity
· Develop executive relationships across the ServiceNow business to drive alignment and ensure a consistent customer experience
· Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
· Demonstrated success leading and growing a team of individual contributors
· Excellent verbal and written communication skills, including the ability to chair meetings and host webinars
· Ideally 2+ years in a leadership role at a high performing consulting/software company or equivalent, focused on technology enabled transformations 
· Business, Technology, Computer Science or AI related degree preferred. 
· Passion for SaaS, with an understanding of enterprise solution selling and customer engagement in a technical environment and navigating complex organizational structures.
· Strong emotional intelligence, organizational skills, with a demonstrated ability to prioritize and manage competing tasks.
· Program management experience, passion for customer success and improving productivity through innovative technology solutions.
**Work Personas**
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here ( . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
**Equal Opportunity Employer**
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
**Accommodations**
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact for assistance.
**Export Control Regulations**
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

**Minimum qualifications:**
+ Bachelor's degree or equivalent practical experience.
+ 2 years of experience in advertising sales and strategy, marketing, consulting, or media.
**Preferred qualifications:**
+ Experience strategically assessing and achieving client success via sales techniques, including effective questioning, objection handling and engaged selling.
+ Ability to own a portfolio in an advertising or media sales context in Sub-Saharan Africa, and consistently overachieve quotas to drive growth.
+ Ability to build compelling narratives and utilize storytelling as a client engagement strategy.
Businesses of all shapes and sizes rely on Google's unparalleled advertising solutions to help them grow in today's dynamic marketing environment. You bring a passion for sales, knowledge of online media, and commitment to maximize customer success. You act like an owner, move with velocity through change, finding innovative and strategic ways to consistently deliver extraordinary and incremental outcomes for both Google and your customers. You build trusted relationships with customers, uncovering their business needs and translating them into powerful solutions to achieve their most ambitious goals. You achieve as a team with sellers, shape the future of advertising in the AI-era, and make a real impact on the millions of companies and billions of users that trust Google with their most important goals.
Google Customer Solutions (GCS) sales teams are trusted advisors and competitive sellers who maintain a relentless focus on customer success by bringing the best Google has to offer to small- and medium-sized businesses (SMBs), which are the backbone of our communities. As a member of our team, you'll have the opportunity to work with company owners and make a real difference in their businesses by helping them grow. Together, we help shape the future of innovation for customers, partners, and sellers.and we have fun doing it.
**Responsibilities:**
+ Deliver against ambitious quarterly business and product growth goals.
+ Own a portfolio of medium and large size businesses by thoroughly understanding growth drivers, identifying opportunities for growth, managing risks and building multi-quarter plans for achievement.
+ Pitch and consult with customers to support annual digital marketing discussions and budgets.
+ Drive customer growth by delivering outstanding customer sales experience and achieving customer business and marketing objectives.
+ Manage stakeholders, and build relationships with the end customer or agencies.
Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also and If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form:

**About Us:**
Stericycle is a U.S. based business-to-business services company and leading provider of compliance-based solutions that protects people and brands, promotes health and well-being, and safeguards the environment. Since our founding over 30 years ago, we have grown from a small start-up in medical waste management into a leader across a range of increasingly complex and highly regulated arenas, serving healthcare organizations and commercial businesses of every size. Every day, we help our customers solve complex challenges by safely managing materials that could otherwise spread disease, contaminate the environment, or compromise one's identity.
Join us on our mission to protect health and well-being in a safe, responsible, and sustainable way.
**Position Purpose:**
As part of a busy transport team, our Customer Service Representatives (Class C drivers) are responsible for the collection, destruction, movement and unloading of confidential waste paper and electronic storage devices on behalf of various customers within the professional, financial and retail industries.
**Key Job Activities:**
Working a 45-hour week over 5 days (07.00- 16.00) and acting as a key point of customer contact, you will also be expected to reconcile/complete all relevant documentation and issue a certificate of destruction via a hand-held terminal.
Remove the console bags from each console and tie them tightly so no paper escapes while transferring to the truck.
Ensure that no material is left in the console.
Replace the console bag with an empty bag and lock the console.
Take material directly to the shredder truck and proceed to shred.
Make sure the truck gates are secure so that none of the contents escape from the truck during the shred.
Immediately upon completion of the shredding locate the client's for signature.
Give and explain certificate of destruction to client.
Record time shred was completed.
**Education:**
**Experience (North America & LATAM):**
Junior and Leaving Certificates.
**Experience (EMEAA):**
Relevant driving experience and a Class C licence, along with a full driver CPC card.
The ability to undertake heavy lifting and physically demanding work, involving the safe movement of large wheeled trolleys on and off vehicles.
Excellent customer service skills and plenty of flexibility around working hours.
Ability to read and understand client information sheets.
Ability to write clear messages on daily reporting sheets.
**Certifications and/or Licenses:**
**Benefits:**
Stericycle offers you:
+ Contributory Pension Scheme
+ Life Insurance
+ Access to SteriCares, our employee support fund
+ Stericycle University - Our online library of self-development & learning
+ Annual performance related pay review.
+ Referral Scheme (Earn by introducing people in your network to the Stericycle family)
+ Flu voucher
+ Eye Test voucher
And more.
**Our Promise:**
Stericycle is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.
**_Disclaimer:_**
_The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job. This document does not create an employment contract, implied or otherwise, and it does not constitute any right or guarantee of employment condition. This position is open to people with disabilities. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources and risks prevention policies and local laws. To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice._

**About Abbott**
At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 113,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.
**Abbott Galway**
Abbott in Galway serves as the international hub for Abbott's Rapid Diagnostics business, which delivers annually more than 2 billion tests. As the global leader in point-of-care diagnostics, Abbott offers the broadest portfolio of best-in-class rapid tests, services, and handheld devices across all healthcare settings: the lab, the clinic, remote healthcare outposts, retail outlets, the patient's bedside and at home. Our industry-leading near patient tests and services are unmatched across key health and therapeutic areas, including: infectious disease, cardiometabolic & informatics, toxicology and consumer diagnostics.
One of the key functions in Galway is Global Business Services, which provides number of shared services activities across finance, purchasing, quality, technical and customer services for Europe, Middle East and Africa (EMEA). Various global and EMEA commercial and operational management teams across our infectious disease and cardiometabolic businesses are also based in Galway, overseeing the supply of millions of rapid tests from HIV to diabetes to COVID-19, to patients in many regions across the world.
**Position Summary**
Point-of-care diagnostics is a growing and dynamic industry helping to improve clinical and economic outcomes globally. Abbott brings a variety of expert viewpoints on new innovations, insights, and impacts that are shaping the future of diagnostics around the world. The Technical Support Associate documents complaints and inquiries on product distributed by Abbott ARDx through Infectious Diseases, Toxicology and the Cardiometabolic and Informatics business units. The role provides first line technical support to end users, distributors and commercial teams via phone, web-based tools and e-mail. Technical support assists the customer by providing guidance on the products intended use and addressing specific user issues. The team carries out its responsibilities while maintaining compliance to medical device and diagnostics post-market surveillance regulations
**Responsibilities**
+ Receive inbound Customer calls and email communications and address in a professional and friendly manner
+ Review, prioritize and manage group mailboxes to ensure all inquiries and complaints are actioned
+ Provide first level support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking the appropriate questions to support resolution
+ Document complaints and inquiries using the appropriate guidelines and procedures to ensure completeness and accuracy of the records
+ Communicate complaint investigation conclusions to customers through written reports and phone conversations
+ Resolve and address any complaints or inquiries within the target timelines described within the key performance indicators for individuals, the team and the company
+ Continually evaluate and identify opportunities to drive process improvements that positively impact team performance and customer experience
+ Develop and maintain areas of expertise in product specialties required for role; sharing and expanding knowledge within the ARDx Technical Support team
+ Execute applicable Quality System processes
+ Maintain ability to comply with business continuity plan (i.e. Work remotely if required)
+ Other duties as assigned
+ Assume responsibility and accountability for daily tasks and highlights any risk to Technical Support Team Lead/Supervisor.
+ Support customers in different market time zones as required for the position.
**Knowledge** **Skills & Experience**
+ 3rd Level Certificate, Diploma or Degree in relevant discipline i.e. but not limited to Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering discipline required.
+ Minimum 1- year of experience required working in a medical/clinical environment or in customer facing support role in an associated industry and be capable of providing excellent customer experience with challenging technical complaints.
+ Fluency in German language is a requirement for the role.
An Equal Opportunity Employer
Abbot welcomes and encourages diversity in our workforce.
We provide reasonable accommodation to qualified individuals with disabilities.
To request accommodation, please call or email

**_Job Title:_**
Technical Customer Success Manager
**About Skyhigh Security:**
Skyhigh Security is a dynamic, fast-paced, cloud company that is a leader in the security industry. Our mission is to protect the world's data, and because of this, we live and breathe security. We value learning at our core, underpinned by openness and transparency.
Since 2011, organizations have trusted us to provide them with a complete, market-leading security platform built on a modern cloud stack. Our industry-leading suite of products radically simplifies data security through easy-to-use, cloud-based, Zero Trust solutions that are managed in a single dashboard, powered by hundreds of employees across the world. With offices in Santa Clara, Aylesbury, Paderborn, Bengaluru, Sydney, Tokyo and more, our employees are the heart and soul of our company.
Skyhigh Security Is more than a company; here, when you invest your career with us, we commit to investing in you. We embrace a hybrid work model, creating the flexibility and freedom you need from your work environment to reach your potential. From our employee recognition program, to our 'Blast Talks' learning series, and team celebrations (we love to have fun!), we strive to be an interactive and engaging place where you can be your authentic self.
We are on these too! Follow us on LinkedIn ( and ( .
**_Role Overview:_**
As a bilingual French/English speaking Technical Customer Success Manager, who owns the relationship with key customers, you will be their technical point of contact and manage the day to day engagement. Your technical expertise and customer-centric approach will drive operational success, best-practice adoption, and long-term customer satisfaction. Through this developed trusted advisor relationship, you will guide customers in their journey with our products so that they can maximize the value of our solutions, helping them to operationalize their security solutions post deployment, and assist them with continuous optimization.
**A little about the role:**
As a bilingual French/English speaking Technical Customer Success Manager who owns the relationship with key customers, you will be their technical point of contact and manage the day to day engagement. Your technical expertise and customer-centric approach will drive operational success, best-practice adoption, and long-term customer satisfaction. Through this developed trusted advisor relationship, you will guide customers in their journey with our products so that they can maximize the value of our solutions, helping them to operationalize their security solutions post deployment, and assist them with continuous optimization.
**In this role:**
As a Technical Customer Success Manager, you need to be driven by the success of delivering high-impact technical solutions and fostering strong client relationships.
**Operationalize & Realize the value of Skyhigh**
+ Manage the customer relationship and ensure that Skyhigh Security is and continues to be considered a key technology partner within the account.
+ Work closely with customers to understand customer business goals and use cases, and tailor adoption plans to help them achieve results.
+ Utilize a deep understanding of the product to continuously review the effectiveness and adoption of the deployed solution.
+ Use your technical expertise to conduct health watch and provide advisory to drive best practices adoption, solution optimization, component fine-tuning, DLP configurations.
+ Proactively monitor customer deployments and solutions, and drive communication as needed.
+ Evaluate the scope for timely escalation and ensure that critical problems are addressed as per the priority. Work closely with support engineers and escalation team as and when required
+ Run regular governance meetings at operational level to ensure day to day functionality of the product and drive adoption activities.
+ Plan and execute governance meetings with customer C-level to drive strategic planning and value discussion.
+ Conduct best practices workshops, and execute training around key features & use cases.
+ Develop and deliver QBR and Value Plans for customers.
**Mature the use of Skyhigh**
+ Work with customers to identify needs in their security plan where Skyhigh could add value.
+ Work cross-functionally with Sales and Solution Engineering to create opportunities for growth within the account.
+ Work with Product Management and Engineering to ensure the needs of customers are understood so that we may build better products.
+ Proactively update customers about releases, updates, and upgrades, and ensure necessary action to maintain availability and customer satisfaction.
**General Background and Experience** **required for a Technical Customer Success Manager:**
+ Requires fluent written and verbal proficiency in both French and English languages.
+ 5+ years of customer-facing technical role (Technical Support, Technical Account Manager, Technical Consultant, Solution Architect, Sales Engineer, IT, MSPs or similar) in large enterprise space with solid understanding of technical support processes, customer management/handling skills & ability to work under pressure.
+ Good understanding of OSI Model, TCP/IP protocol suite (IP, ICMP, TCP, UDP, SNMP, FTP, TFTP, SMTP).
+ Excellent understanding on application layer protocols (HTTP-HTTPs/SSL), PKI, Network Security - Firewalls/Proxy/VPN and SIEMs
+ Sound fundamentals of TCP/IP, HTTPs, SSO-SAML, SAAS understanding and in-depth knowledge of Networking & Security Concepts
+ Strong troubleshooting and problem-solving skills with a customer-first mindset.
+ Excellent customer management skills, including the ability to influence and manage deeply technical customers.
+ Self-motivated, with excellent interpersonal, communication, presentation, documentation skills.
+ Demonstrated ability to translate technical concepts for various audiences.
+ Ability to manage multiple accounts while prioritizing key customer needs.
It would be great if you also have the following, but they are not required:
Understanding of cloud platforms like O365 Suite, Salesforce, Azure, AWS, GCP is desired
**_Company Benefits and Perks:_**
We believe that the best solutions are developed by teams who embrace each other's unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
+ Retirement Plans
+ Medical, Dental and Vision Coverage
+ Paid Time Off
+ Paid Parental Leave
+ Support for Community Involvement
We're serious about our commitment to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

**_Job Title:_**
Technical Customer Success Manager
**About Skyhigh Security:**
Skyhigh Security is a dynamic, fast-paced, cloud company that is a leader in the security industry. Our mission is to protect the world's data, and because of this, we live and breathe security. We value learning at our core, underpinned by openness and transparency.
Since 2011, organizations have trusted us to provide them with a complete, market-leading security platform built on a modern cloud stack. Our industry-leading suite of products radically simplifies data security through easy-to-use, cloud-based, Zero Trust solutions that are managed in a single dashboard, powered by hundreds of employees across the world. With offices in Santa Clara, Aylesbury, Paderborn, Bengaluru, Sydney, Tokyo and more, our employees are the heart and soul of our company.
Skyhigh Security Is more than a company; here, when you invest your career with us, we commit to investing in you. We embrace a hybrid work model, creating the flexibility and freedom you need from your work environment to reach your potential. From our employee recognition program, to our 'Blast Talks' learning series, and team celebrations (we love to have fun!), we strive to be an interactive and engaging place where you can be your authentic self.
We are on these too! Follow us on LinkedIn ( and ( .
**_Role Overview:_**
As a bilingual German/English speaking Technical Customer Success Manager who owns the relationship with key customers, you will be their technical point of contact and manage the day to day engagement. Your technical expertise and customer-centric approach will drive operational success, best-practice adoption, and long-term customer satisfaction. Through this developed trusted advisor relationship, you will guide customers in their journey with our products so that they can maximize the value of our solutions, helping them to operationalize their security solutions post deployment, and assist them with continuous optimization.
**A little about the role:**
As a bilingual German/English speaking Technical Customer Success Manager who owns the relationship with key customers, you will be their technical point of contact and manage the day to day engagement. Your technical expertise and customer-centric approach will drive operational success, best-practice adoption, and long-term customer satisfaction. Through this developed trusted advisor relationship, you will guide customers in their journey with our products so that they can maximize the value of our solutions, helping them to operationalize their security solutions post deployment, and assist them with continuous optimization.
**In this role:**
As a Technical Customer Success Manager, you need to be driven by the success of delivering high-impact technical solutions and fostering strong client relationships.
**Operationalize & Realize the value of Skyhigh**
+ Manage the customer relationship and ensure that Skyhigh Security is and continues to be considered a key technology partner within the account.
+ Work closely with customers to understand customer business goals and use cases, and tailor adoption plans to help them achieve results.
+ Utilize a deep understanding of the product to continuously review the effectiveness and adoption of the deployed solution.
+ Use your technical expertise to conduct health watch and provide advisory to drive best practices adoption, solution optimization, component fine-tuning, DLP configurations.
+ Proactively monitor customer deployments and solutions, and drive communication as needed.
+ Evaluate the scope for timely escalation and ensure that critical problems are addressed as per the priority. Work closely with support engineers and escalation team as and when required
+ Run regular governance meetings at operational level to ensure day to day functionality of the product and drive adoption activities.
+ Plan and execute governance meetings with customer C-level to drive strategic planning and value discussion.
+ Conduct best practices workshops, and execute training around key features & use cases.
+ Develop and deliver QBR and Value Plans for customers.
**Mature the use of Skyhigh**
+ Work with customers to identify needs in their security plan where Skyhigh could add value.
+ Work cross-functionally with Sales and Solution Engineering to create opportunities for growth within the account.
+ Work with Product Management and Engineering to ensure the needs of customers are understood so that we may build better products.
+ Proactively update customers about releases, updates, and upgrades, and ensure necessary action to maintain availability and customer satisfaction.
**General Background and Experience** **required for a Technical Customer Success Manager:**
+ Requires fluent written and verbal proficiency in both German and English languages.
+ 5+ years of customer-facing technical role (Technical Support, Technical Account Manager, Technical Consultant, Solution Architect, Sales Engineer, IT, MSPs or similar) in large enterprise space with solid understanding of technical support processes, customer management/handling skills & ability to work under pressure.
+ Good understanding of OSI Model, TCP/IP protocol suite (IP, ICMP, TCP, UDP, SNMP, FTP, TFTP, SMTP).
+ Excellent understanding on application layer protocols (HTTP-HTTPs/SSL), PKI, Network Security - Firewalls/Proxy/VPN and SIEMs
+ Sound fundamentals of TCP/IP, HTTPs, SSO-SAML, SAAS understanding and in-depth knowledge of Networking & Security Concepts
+ Strong troubleshooting and problem-solving skills with a customer-first mindset.
+ Excellent customer management skills, including the ability to influence and manage deeply technical customers.
+ Self-motivated, with excellent interpersonal, communication, presentation, documentation skills.
+ Demonstrated ability to translate technical concepts for various audiences.
+ Ability to manage multiple accounts while prioritizing key customer needs.
It would be great if you also have the following, but they are not required:
Understanding of cloud platforms like O365 Suite, Salesforce, Azure, AWS, GCP is desired
**_Company Benefits and Perks:_**
We believe that the best solutions are developed by teams who embrace each other's unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
+ Retirement Plans
+ Medical, Dental and Vision Coverage
+ Paid Time Off
+ Paid Parental Leave
+ Support for Community Involvement
We're serious about our commitment to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

SMBC Group is a top-tier global financial group. Headquartered in Tokyo and with a 400-year history, SMBC Group offers a diverse range of financial services, including banking, leasing, securities, credit cards, and consumer finance. The Group has more than 130 offices and 80,000 employees worldwide in nearly 40 countries. Sumitomo Mitsui Financial Group, Inc. (SMFG) is the holding company of SMBC Group, which is one of the three largest banking groups in Japan. SMFG's shares trade on the Tokyo, Nagoya, and New York (NYSE: SMFG) stock exchanges.
In the Americas, SMBC Group has a presence in the US, Canada, Ireland, Mexico, Brazil, Chile, Colombia, and Peru. Backed by the capital strength of SMBC Group and the value of its relationships in Asia, the Group offers a range of commercial and investment banking services to its corporate, institutional, and municipal clients. It connects a diverse client base to local markets and the organization's extensive global network. The Group's operating companies in the Americas include Sumitomo Mitsui Banking Corp. (SMBC), SMBC Nikko Securities America, Inc., SMBC Capital Markets, Inc., SMBC MANUBANK, JRI America, Inc., SMBC Leasing and Finance, Inc., Banco Sumitomo Mitsui Brasileiro S.A., and Sumitomo Mitsui Finance and Leasing Co., Ltd.
+ This is a hybrid role, requiring the successful candidate to attend our Tralee office.
+ Current hours of support begin at 7am through until 10pm Monday - Friday, working 7.5 hours each day on a shift rotation basis which changes each week.
+ Occasional, planned, Saturday weekend work.
**Role Description**
We are currently looking for an IT Helpdesk Representative to join an energetic Global team in our Tralee office. The successful candidate will report to the Helpdesk Team Lead in the Tralee office. The overall role is to provide high-end quality customer service to our end-users located in North America and EMEA, assisting them their IT related issues and queries.The ideal candidate will be diligent, reliable, quick to learn and calm under pressure with a logical, methodical and accurate approach to troubleshooting issues and supporting the business. Ability to take direction as part of a team and confident to apply themselves individually in line with team ethos. Excellent observation skills, telephone skills and communication both verbal and written are vital.The individual will participate in the daily administrative details and will possess a process-oriented mind set. This role requires effective communication skills and will liaise with all levels across the company. The role involves working as part of a team in a Multinational Financial Services Company. Current hours of support begin at 7am through until 10pm Monday - Friday, working 7.5 hours each day on a shift rotation basis which changes each week. Occasional, planned, Saturday weekend work. We are a global support team and are open for business as usual for other regions during our bank holiday dates.
**General Duties and Responsibilities:**
+ Providing internal end user support through various channels (Phone, Teams, Service Now)
+ Taking IT related calls from end users
+ Managing a Self-Service ticket queue
+ Logging & managing these tickets through to resolution
+ Supporting the Major Incident process
+ Primary IT Contacts for the business
+ Work with and support ad-hoc IT initiatives / projects
+ Prepare and update Knowledge Articles as required
+ Supporting Application teams with their Projects, queries and issues
+ Supporting during build and test weekends during the year (Scheduled test weekends)
+ On Call Rotation (Weekend)
+ On Site Desktop Support
+ IT Asset Management
+ Working with teams on process improvement (lean) ideas and assisting with automation to reduce manual work.
**Essential Skills**
+ Able to grasp new concepts quickly and efficiently
+ Willingness to learn
+ Highly self-motivated and ability to work on own initiative as well as under direction
+ Excellent attention to detail and proven analytical and problem-solving abilities
+ Experience working in a team-oriented, collaborative environment
+ Experience in working in a fast-paced environment, using multiple systems for their current role
+ Excellent written and oral communication skills including strong technical documentation expertise
+ Strong customer service orientation
+ Good interpersonal skills including empathy with users, active listening, patience and understanding
+ Ability to effectively prioritise and execute tasks in a high-pressure environment
**Role Objectives: Expertise**
Demonstrate understanding of device reporting tools to aid in issue triage and identification. Display familiarity with the functionality of user applications to understand where issues may occur. Possess knowledge of end-user hardware to be able to repair and replace faulty components. Show familiarity with the reporting tools and procedures for various back-end systems to aid in the creation and running of periodic reviews.
**Desirable Experience**
+ Previous IT Helpdesk experience and/or call centre experience.
+ Knowledge of ITIL service delivery best practices
+ Citrix/virtual environments.
+ Windows 11
+ Service Now
+ An understanding of MS Office applications/O365
+ An understanding of Active Directory
+ Remote Support Tools
+ Troubleshooting Hardware issues
+ Knowledge of Apple Mac/iPad a plus
+ iPhone user support
+ Foreign language skills (French, German, Japanese) a plus.
SMBC's employees participate in a hybrid workforce model that provides employees with an opportunity to work from home, as well as, from an SMBC office. SMBC requires that employees live within a reasonable commuting distance of their office location. Prospective candidates will learn more about their specific hybrid work schedule during their interview process.
SMBC provides reasonable accommodations during candidacy for applicants with disabilities consistent with applicable federal, state, and local law. If you need a reasonable accommodation during the application process, please let us know at