Cork Metropolitan Area
Multilingual Customer Success Manager (English, French, Spanish, with working proficiency in Italian) supporting customers across diverse markets. Customer Success Manager at Semperis, specializing in Active Directory identity & cyber resilience. My work sits at the intersection of security operations and infrastructure resilience—supporting customers in strengthening identity visibility, improving recovery readiness, and planning for worst-case scenarios to help them get maximum value from Semperis and embed our solutions into their overall resiliency and recovery strategies. Through this approach I've helped organizations position Semperis as their primary fallback system when identity-based incidents occur.
- Act as a strategic advisor for key enterprise accounts in the French market, aligning the Semperis identity security roadmap with each customer’s long-term cyber resiliency strategy. - Architect and steer complex deployments and integrations of solutions across hybrid identity environments, ensuring designs meet stringent security, availability, and compliance requirements. - Lead executive-level risk and posture reviews, turning Semperis assessments and telemetry into prioritized remediation programs for SOC teams. - Shape and drive advanced use cases (threat detection, incident response, continuous control validation), including tailored tuning and playbook design mapped to customer processes. - Orchestrate cross-functional collaboration between customer teams and Semperis product, professional services, and support to resolve complex challenges and accelerate time-to-value. - Lead internal Customer Success initiatives to promote CS best practices, document and refine processes, and integrate new tools and workflows that improve team productivity and consistency.
Overall, I connect Semperis’ identity security technology with measurable customer outcomes, ensuring organizations can prevent, detect, and rapidly recover from identity-based cyberattacks : - Lead end-to-end onboarding and deployment programs, coordinating with customer and internal stakeholders to ensure successful roll-out of Semperis platforms. - Drive adoption of Semperis technology, including configuration, tuning, and continuous improvement of detections, indicators, and playbooks. - Work closely with infrastructure and SOC teams to embed Semperis technologies into broader cyber resiliency and security stacks, define effective integrations and workflows, and ensure teams know how to operationalize the tools for maximum value. - Support AD Forest Recovery, from design and workshops to testing recovery scenarios and validating customer readiness for real-world incidents. - Build and maintain strong executive and technical relationships, aligning our roadmap, health checks, and success plans with each customer’s security and business objectives.
- Managing 20 tier 1 strategic enterprise accounts, focusing on engagement and retention. - Developed and executed customer success plans, including onboarding, training, and ongoing customer engagement. - Proven ability to expand account footprints, driving revenue growth by identifying upsell/cross-sell qualified leads. - Collaborated with product/engineering/sales teams to ensure customer success & drive product adoption. - Regularly communicated customer feedback and insights to the product team to inform product development. - Monitored customer health and proactively identified and resolved potential issues to reduce churn. - Analyzed customer data to identify and address common issues and pain points. - CS Program Design Committee Member : Contributed to the design and implementation of strategic initiatives within the Customer Success program. - Coaching and mentoring new Customer Success Advisors.
- Responsible for managing and renewing customer accounts in the region. - Build strong client relationships, ensuring subscription continuity. - Negotiate contract renewals, driving revenue growth. - Demonstrate effective communication and sales skills. - Contributes to the retention of existing clients. Awards : Team success recognition / Q2 2021 MVP Award / Q3 2021
- Time correction process & IT flow business owner. - New time correction tool implementation with backup solution. - DWH invoice cycle processing.
- Maintain all of the back office operations. - Supply chain optimization to reduce TAT. - Reworked quotations and invoicing tailored for EU regulations. - Process creation for new operation guidelines (CRM change from SFDC to Oracle + Repair centers training). - Ops Director reporting for best outcome of SEV 1 & 2 cases. - Report handling of stocks and replacement devices.
- Evaluating the quality level of live channel interactions for the French queue. - Providing feedback to improve levels of customer satisfaction scores. - Ensuring high interaction quality levels. - Assisting training lead to ; finalize, correct and improve the score card fields, to reflect new project requirements.
- Managing product distribution at retail points.
- Managing retail area.