About this role
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.
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 employees who speak a fluent European Language (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.