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Why join frog? frog is part of Capgemini Invent and partners with customer centric enterprises to drive sustainable growth, by building and orchestrating experiences at scale, while harnessing the power of data and technology. We're inventing the future of customer experience by delivering market defining business models, products, services, brand engagements and communications. Joining frog means you'll be joining the "pond," a global network of studios, each with a thriving in person and vibrant virtual culture. frogs are curious, collaborative, and courageous, united by our passion for improving the human experience across our areas of expertise, while each bringing our unique and diverse skills and experiences to the table. We draw upon our global reach and local knowledge to solve complex problems and create innovative, sustainable solutions that touch hearts and move markets. Frogs value humour, positivity, and community just as highly as performance and outcomes. We have an open, flexible and inclusive culture. Working at frog means you are empowered to meet the moment and Make Your Mark on every project What you will be doing We are seeking a dynamic and visionary Director to grow our FS business through our Customer Experience Transformation activities, focusing on Customer Service and CRM. This is a senior leadership role for an experienced consultant with deep capability and sector expertise, a strong track record of digital and operational transformation, and a passion for delivering exceptional end to end experiences for both customers and frontline colleagues You will play a pivotal role in shaping and delivering Service & CRM Transformation programmes for leading FS organisations particularly in insurance and retail banking. You will leverage your hands on experience of large scale programmes, your network of industry relationships, and your thought leadership to create innovative proposals and deliver tangible benefit to both clients and customers alike. Key Responsibilities Lead and grow frog's Service Transformation activities across FS clients contributing to the overall growth of our business with FS clients Create and deliver transformation strategies that align with business goals such as operational efficiency, CRM optimisation, personalised experiences and delivering innovative customer care. Lead and deliver large scale and complex programmes of work from inception to implementation that leverage Capgemini group wide capabilities, have sound commercial foundation, measurable business outcomes and that excite and engage our clients and colleagues. Lead business development, including shaping proposals, responding to bids, pitching to clients, and growing key accounts. Build trusted relationships as a strategic advisor to senior client stakeholders, including C suite leaders, leveraging your deep sector knowledge and consultancy experience. Inspire, coach and develop high performing teams, fostering a culture of creativity, collaboration, and excellence. Build and maintain a strong external presence through thought leadership, speaking engagements, and social media (e.g. LinkedIn). What we are looking for Consulting experience, ideally within Big 4. Deep Sector expertise in FS, in particular Insurance, with a strong understanding of market trends, regulatory landscape, and customer needs. Strong knowledge and experience of Service Transformation, leveraging technology such as CRM & CCaaS platforms (e.g. Salesforce, MS Dynamics, Google Dialogflow, Nice, Genesys etc), customer care operations and customer journey design. Proven track record of delivering complex transformation programmes in the insurance sector. Respected industry leader with a visible online presence and a strong network of insurance sector contacts. Passion for innovation and a human centred approach to problem solving. Experience working in or leading a sector focused team within a consultancy is highly desirable. What you will bring A good fit for this role will bring many of the skills, experience, and attributes below Strategic Leader - Capable of managing high performing teams while delivering impactful approaches that drive measurable results for our clients Experienced seller - a proven track record of identifying and driving potential opportunities with clients that will open up areas for frog to expand Pragmatic problem solver - adopts a proactive and flexible approach, focused on finding practical solutions and reducing complexity to drive results Collaborative team player - Builds strong relationships and works effectively across diverse stakeholders. Commercially astute - develops programmes of work that deliver commercially for both client and frog, is contractually savvy and takes a balanced approach to risk management Excellent interpersonal skills - Builds trust and fosters strong connections with colleagues, clients, and stakeholders. Adaptable and agile - Thrives in dynamic environments and embraces modern, agile ways of working Intellectually curious - seeks new and different ways of doing things and applies intellectual rigour to developing points of view and proposals Storyteller - can engage and excite across colleagues and clients alike through well crafted stories and messaging It would be a bonus if you had: Experience working with at least one of these platform providers - Salesforce, Microsoft Dynamics, Nice, Genesys, AWS, Google Dialogflow We don't just believe in inclusion, we actively go out to making it a working reality. Driven by our core values and Inclusive Futures for All campaign, we build environments where you can bring you whole self to work. We aim to build an environment where employees can enjoy a positive work life balance. We embed hybrid working in all that we do and make flexible working arrangements the day to day reality for our people. All UK employees are eligible to request flexible working arrangements. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions. To help support wellbeing we have trained 'Mental Health Champions' across each of our business areas. We have also invested in wellbeing apps such as Thrive and Peppy. CSR We're also focused on using tech to have a positive social impact. So, we're working to reduce our own carbon footprint and improve everyone's access to a digital world. It's something we're really serious about. In fact, we were even named as one of the world's most ethical companies by the Ethisphere Institute for the 10th year. When you join Capgemini, you'll join a team that does the right thing. Whilst you will have London, Manchester or Glasgow as an office base location, you must be fully flexible in terms of assignment location, as these roles may involve periods of time away from home at short notice. About Capgemini Invent Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55 year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end to end services and solutions leveraging strengths from strategy and design to engineering, all fuelled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion. Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government's Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who: Declare they have a disability, and Meet the minimum essential criteria for the role. Please opt in during the application process.

Overview The Customer Success Manager is essential in driving customer engagement and maximizing product usage, serving as the primary liaison for our customers. This role ensures that customers fully adopt and leverage our solutions to achieve their objectives, deriving maximum value from their investments. Responsibilities include cultivating and maintaining long-lasting customer relationships, developing and executing personalized success plans, and facilitating seamless onboarding and training experiences. A critical focus is placed on closely monitoring adoption trends and usage patterns, and implementing strategies to boost product engagement and satisfaction. Regular check-ins and quarterly reviews are conducted to align with customer goals, while collaboration with sales identifies retention and expansion opportunities. This role also serves as a customer advocate, gathering feedback to influence product development, and partners with internal teams to align customer success with broader business objectives. Success is measured by metrics such as time to first value, customer health scores, and adoption rates of new features. (Note: This description has been reformatted from the original to meet the required formatting standards while preserving content.) About the Role In this opportunity as a Customer Success Manager (Tax & Trade), you will play a critical role in driving customer value, adoption, and long term success. You will serve as the primary trusted advisor for your customer portfolio, ensuring clients fully adopt and leverage our Tax & Trade solutions to achieve their business and compliance objectives. Your Responsibilities Cultivate and sustain strong relationships with key customer stakeholders, acting as the primary point of contact for ongoing engagement, support, and strategic guidance. Design and execute tailored customer success plans aligned to each customer's objectives, regulatory context, and maturity, ensuring measurable outcomes and value realization. Proactively identify retention and churn risks, develop targeted mitigation strategies, and triage issues with the appropriate internal teams to protect customer outcomes and renewals. Conduct regular customer check-ins and Executive Business Reviews (EBRs) to review progress, align on priorities, and proactively address risks or opportunities. Monitor and analyze product usage and adoption trends, identifying barriers to adoption and implementing targeted strategies to increase engagement, feature utilization, and customer health. Track and manage key success metrics, including customer health scores, adoption of new features, time to first value, and overall satisfaction. Collaborate closely with Sales to support renewals and identify expansion opportunities, including upsell and cross-sell initiatives, while helping customers evolve and challenge their goals. Act as the voice of the customer, gathering insights and feedback to inform product development, roadmap prioritization, and go-to-market strategies. Develop customer success stories and case studies that demonstrate the value and impact of Tax & Trade solutions. Partner cross-functionally with Sales, Product, Marketing, and other internal teams to align customer success initiatives with broader business objectives and strategic account plans. Success in this role is measured through strong customer outcomes, high retention rates, increased product adoption, and long-term customer advocacy. About You You're a strong fit for the role of Customer Success Manager if you bring the following experience, skills, and mindset: Bachelor's degree, preferably in Law, Business, Finance, Economics, or a related field (or equivalent professional experience). 3-5 years of relevant experience in Customer Success, Account Management, Consulting, or a client-facing role within SaaS, Tax, Trade, Regulatory, or Financial Services environments. Strong interest in technology and software solutions, with a willingness to learn and work with innovative, AI-enabled products. Proven ability to build trusted, long-term customer relationships and engage effectively with stakeholders at multiple levels. Analytical mindset with the ability to interpret usage data, adoption metrics, and customer health indicators to drive proactive action. Excellent communication, presentation, and stakeholder-management skills. Positive, customer-centric attitude with strong problem-solving capabilities and a proactive approach to managing risk and change. Demonstrated ability to work effectively in cross-functional teams, contributing to shared goals and exceptional customer experiences. Comfortable operating in a regulated and detail-oriented domain, balancing customer needs with compliance and product best practices. What's in it For You? Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected. Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance. Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future. Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing. Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together. Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives. Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world. About Us Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news. We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward. As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace. We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here. Learn more on how to protect yourself from fraudulent job postings here. More information about Thomson Reuters can be found on

# Our Privacy Statement & Cookie Policy The Customer Success Manager is essential in driving customer engagement and maximizing product usage, serving as the primary liaison for our customers. This role ensures that customers fully adopt and leverage our solutions to achieve their objectives, deriving maximum value from their investments. Responsibilities include cultivating and maintaining long-lasting customer relationships, developing and executing personalized success plans, and facilitating seamless onboarding and training experiences. A critical focus is placed on closely monitoring adoption trends and usage patterns, and implementing strategies to boost product engagement and satisfaction. Regular check-ins and quarterly reviews are conducted to align with customer goals, while collaboration with sales identifies retention and expansion opportunities. This role also serves as a customer advocate, gathering feedback to influence product development, and partners with internal teams to align customer success with broader business objectives. Success is measured by metrics such as time to first value, customer health scores, and adoption rates of new features. About the RoleIn this opportunity as a Customer Success Manager (Tax & Trade) , you will play a critical role in driving customer value, adoption, and long term success. You will serve as the primary trusted advisor for your customer portfolio, ensuring clients fully adopt and leverage our Tax & Trade solutions to achieve their business and compliance objectives.You will: Cultivate and sustain strong relationships with key customer stakeholders, acting as the primary point of contact for ongoing engagement, support, and strategic guidance. Design and execute tailored customer success plans aligned to each customer's objectives, regulatory context, and maturity, ensuring measurable outcomes and value realization. Proactively identify retention and churn risks , develop targeted mitigation strategies, and triage issues with the appropriate internal teams to protect customer outcomes and renewals. Conduct regular customer check ins and Executive Business Reviews (EBRs) to review progress, align on priorities, and proactively address risks or opportunities. Monitor and analyze product usage and adoption trends , identifying barriers to adoption and implementing targeted strategies to increase engagement, feature utilization, and customer health. Track and manage key success metrics , including customer health scores, adoption of new features, time to first value, and overall satisfaction. Collaborate closely with Sales to support renewals and identify expansion opportunities, including upsell and cross sell initiatives, while helping customers evolve and challenge their goals. Act as the voice of the customer , gathering insights and feedback to inform product development, roadmap prioritization, and go to market strategies. Develop customer success stories and case studies that demonstrate the value and impact of Tax & Trade solutions. Partner cross functionally with Sales, Product, Marketing, and other internal teams to align customer success initiatives with broader business objectives and strategic account plans.Success in this role is measured through strong customer outcomes, high retention rates, increased product adoption, and long term customer advocacy. About YouYou're a strong fit for the role of Customer Success Manager if you bring the following experience, skills, and mindset: Bachelor's degree, preferably in Law, Business, Finance, Economics, or a related field (or equivalent professional experience). 3-5 years of relevant experience in Customer Success, Account Management, Consulting, or a client facing role within SaaS, Tax, Trade, Regulatory, or Financial Services environments. Strong interest in technology and software solutions , with a willingness to learn and work with innovative, AI enabled products. Proven ability to build trusted, long term customer relationships and engage effectively with stakeholders at multiple levels. Analytical mindset with the ability to interpret usage data, adoption metrics, and customer health indicators to drive proactive action. Excellent communication, presentation, and stakeholder management skills. Positive, customer centric attitude with strong problem solving capabilities and a proactive approach to managing risk and change. Demonstrated ability to work effectively in cross functional teams , contributing to shared goals and exceptional customer experiences. Comfortable operating in a regulated and detail oriented domain , balancing customer needs with compliance and product best practices. Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected. Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance. Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future. Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing. Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together. Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives. Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion,

Multi Channel Engagement Team Leader (Customer Service) Department: Customer Engagement Employment Type: Full Time Location: Trimble Offices, Morley Compensation: £30,000 / year Description About the team: At Vintage Cash Cow, our Customer Engagement Centre (CEC) team is at the forefront of delivering exceptional customer service by creating an excellent customer journey with our customers and supporting our mission to revolutionise the buying and selling of vintage, valuable and unique items. With a focus on reCommerce, reuse and recycling, we're driving a responsible approach to consumerism and sustainability. Backed by VC firms such as Dutch Founders Fund and Airbridge Equity Partners, we're scaling rapidly and making a positive global impact. About the role: We're building a new Multichannel Customer Team to deliver high-quality customer experiences across a range of contact channels including phone calls in and outbound across customer service and buying, emails, and more. This is a hands on leadership role, where you'll drive performance, quality, and customer satisfaction - ensuring that your team delivers consistently excellent service across all channels. You'll balance day to day operational oversight with coaching, development, and continuous improvement. The role requires someone who is confident in managing across multiple platforms, experienced in leading people through change, and passionate about building a culture of ownership, care and adaptability. Key Responsibilities Lead, coach, and support a team of Multichannel Advisors, ensuring high levels of engagement, morale, and performance. Conduct regular 1:1s, quality reviews, and team meetings, QA's under People Management. Identify skills gaps and deliver targeted coaching or training Set clear goals and expectations, and ensure accountability Support onboarding and upskilling of new team members Monitor team performance across all channels, communication channels with the customer, and lead your team to high performance and productivity. Ensure customer SLAs and KPIs (response times, quality, customer satisfaction) are consistently met or exceeded Manage scheduling, workload balancing, and resource planning to meet contact demand Handle real time escalations, complaints, or complex queries as needed Identify recurring issues, friction points or inefficiencies, and contribute to service improvements Provide feedback to wider teams on customer pain points, product/service issues, or process improvements Support the implementation of new tools, processes, and systems within the team Collaborate with other team leaders and departments to ensure seamless end to end customer experiences. Lead and be part of the development of the new team, sharing ideas, best practices, suggestions so that this is a success. Drive and lead in data that shows customer demand, trends utilising lean processes to be more effective and aid performance. Skills, Knowledge and Expertise Essential Skills & Experience: Proven experience in a customer service/contact centre leadership role minimum 2 years Strong people leadership and coaching skills, with the ability to bring out the best in others A solid understanding of multichannel environments and customer expectations across phone, email, chat, etc. Confident using data to monitor team performance and drive improvement Excellent communication skills - empathetic, clear, motivating Comfortable with change, and able to lead others through transitions Highly organised, calm under pressure, and solution focused Nice to Have (But Not Essential) Familiarity with CRM and contact centre technologies Experience in sales

At Vanta, our mission is to help businesses earn and prove trust. We believe that security should be monitored and verified continuously, and we empower companies to practice better security and prove it with ease. Vanta has a kind and talented team, and while some have prior security experience, many have been successful at Vanta without it. As Vanta's EMEA Customer Success Manager for the Commercial Segment, you will play a pivotal role in guiding customers through their security and compliance journeys with Vanta's specialised solutions. By combining your customer centric approach with expertise in Vanta's products and security best practices, you will contribute to the overall success and satisfaction of Vanta's customers in achieving robust security and compliance outcomes through retention of customers and health of the book of business. Vanta's success over the last year was exponential and we are now working to solve the problem of how to provide world class customer experience to as many security minded software companies as possible. As Vanta's Customer Success Manager, you will be the voice of Vanta, responsible for helping keep our customers moving toward their goals and ultimately successful and happy. What you'll do as a Customer Success Manager at Vanta: Lead post sales activities for Vanta's customers through onboarding, implementation, product expertise, renewal and identifying upsell opportunities. Carry a book of business of 50 customers ranging 401 to 2000 employee accounts. Partner with Account Managers to drive renewal and expansion opportunities within your book of business. Act as the voice of the customer within Vanta. Serve as the point of contact for your customers and drive them to specific business outcomes on their timelines. Become a product expert on Vanta and how our platform can be used to improve security posture through our compliance offerings (e.g., SOC 2, ISO 27001, GDPR, HIPAA, ISO 42001 and Custom Frameworks), Trust Reports, and Risk Management solution. Provide insightful technical answers and recommend the most efficient way for customers to achieve compliance using our platform. Develop a trusted advisor relationship with key accounts, customer stakeholders, and executive sponsors that may lead to renewals, expansion, and advocacy. Influence Vanta's strategy and product priorities to drive adoption and retention by being the voice of the customer. Work cross functionally to resolve customer business issues and work toward mutual goals. How to be successful in this role: Have 4+ years of experience in Customer Success at a SaaS company. Experience with high end exposure to C level executives, and ability to build strong trusted relationships. Providing top notch account management and relationship building through various means: Quarterly Business Reviews, Health Check Ins, and Executive summaries etc. Ability to be nimble and agile in an environment where shifting priorities are expected. Experience working in the security or compliance industry is preferred. Clear and thoughtful communication skills, with strong critical thinking ability. Highly empathetic to customers, with a proven track record of long term customer retention. Experience with hitting retention targets and creating happy, healthy customers. Technical competency to understand Vanta's software and build great relationships with highly technical customers. Stellar problem solving chops, and enthusiasm for making a large impact early on at a start up. Open to using AI to amplify skills and strengthen work - demonstrating curiosity, a willingness to learn, and sound judgment in applying AI responsibly to improve efficiency and impact. What you can expect as a Vanta'n: Industry competitive salary and equity. 100% covered medical, dental, and vision benefits with dependents coverage. 16 weeks paid parental leave for all new parents; health & wellness stipend. Remote workspace, internet, and mobile phone stipend. Commuter benefits for team members who attend the office. Pension matching. 25 days of annual leave per year and unlimited sick time. 8 company paid holidays. Virtual team building activities, lunch and learns, and other company wide events! Offices in SF, NYC, London, Dublin, Tel Aviv, and Sydney. At Vanta, we are committed to hiring diverse talent of different backgrounds and as such, it is important to us to provide an inclusive work environment for all. We do not discriminate on the basis of race, gender identity, age, religion, sexual orientation, veteran or disability status, or any other protected class. As an equal opportunity employer, we encourage and welcome people of all backgrounds to apply. About Vanta We started in 2018, in the wake of several high profile data breaches. Online security was only becoming more important, but we knew firsthand how hard it could be for fast growing companies to invest the time and manpower it takes to build a solid security foundation. Vanta was inspired by a vision to restore trust in internet businesses by enabling companies to improve and prove their security. From our early days automating security monitoring for compliance standards like SOC 2, HIPAA and ISO 27001 to creating the world's leading Trust Management Platform, our vision remains unchanged. Now more than ever, making security continuous-not just a point in time check- is essential. Thousands of companies rely on Vanta to build, maintain and demonstrate their trust- all in a way that's real time and transparent.

About incident.io incident.io is the leading AI incident response platform, built to help teams dramatically reduce incident response time and improve reliability. We bring together on-call, incident response, AI SRE, and status pages in a single platform, giving teams everything they need to respond quickly, reduce downtime, and keep customers in the loop. Since launching in 2021, we've helped over 1,500 companies, including Netflix, Airbnb, and Block, run more than 500,000 incidents. Every month, tens of thousands of responders across Engineering, Product, and Support use incident.io to restore services faster, stay aligned under pressure, and focus on building what matters. We're a fast-growing, highly ambitious team that cares deeply about our customers, product quality, and making it magic. We've raised $100M from Index Ventures, Insight Partners, and Point Nine, alongside founders and executives from world-class technology companies. The Team Our Customer Success organization is at the heart of incident.io. The team has an exceptional ability to understand customer challenges and deliver Incident Management solutions that truly resonate and make an impact. We believe in a customer-led product approach, collaborating seamlessly with our Product team to uncover, understand and address the unique needs / challenges of each customer. Our mission and goals go beyond satisfaction-we strive to delight customers at every stage of their journey, building and fostering long-term relationships built on trust, shared success, and mutual growth. The Enterprise CSM team work with some of the most iconic enterprise technology brands-Intercom, Etsy, Miro, HashiCorp and StubHub, to name a few-helping them unlock and realize the full value / potential of incident.io. They are the primary advocate and strategic partner for our largest and most impactful customers owning everything post-sales, ensuring our customers feel heard, understood and consistently realize value from our platform and all of it's offerings. What you'll be doing: Leading seamless onboarding and integration for net-new enterprise customers, ensuring a smooth transition to incident.io while delivering in-depth training to maximize platform adoption and value. Building and maintaining strategic relationships with key stakeholders, acting as their primary point of contact and trusted advisor. You'll regularly engage with customers to understand their evolving needs and provide tailored, impactful solutions. Proactively addressing customer challenges and opportunities, delivering ongoing support to ensure satisfaction, retention, and continuous improvement while advocating for product enhancements where necessary. Identifying and driving expansion opportunities, including upsells and cross-sells, by aligning our offerings with customer goals to deliver measurable value for both the customer and incident.io. Championing the customer voice internally by sharing actionable insights during Monthly Impact Review meetings and collaborating closely with Product, Engineering, Sales, and Marketing teams to drive alignment and success. What experience you need to be successful: Ample experience in Customer Success, Account Management, or a related role with enterprise SaaS customers, with a proven track record of driving adoption, retention, and growth in large, complex accounts. Exceptional relationship-building and communication skills, with the ability to engage stakeholders at all levels. Experienced in partnering / collaborating with Product, Engineering, and Sales teams to align on customer needs, simplify technical details, debug issues, and identify opportunities. Strong problem-solving and strategic thinking skills with a proactive approach to addressing customer challenges and delivering results making their experience with incident.io magic. Desire to work in a fast-paced start-up environment where things can be ambiguous and you need to operate with autonomy. What we offer: We're building a place where great people can do their best work-and that means looking after you and your family with benefits that support health and personal growth. Market leading private medical insurance Generous parental leave First Friday of the month off Generous annual leave/PTO allowance Competitive salary and equity Remote working and personal development budget Enhanced pension/401k

Customer Success Manager (Fluent French Speaker) UK Remote & Travel At Dexory, we're redefining warehouse automation through AI, robotics and real-time data. As we rapidly scale to meet demand from leading global logistics and retail companies, we need a highly agile, resilient and strategic supply chain to support our growth. Our mission is to become the most dominant force in warehouse automation and that includes building world-class operational infrastructure behind the scenes. Role As a French speaking Customer Success Manager (CSM), you will be instrumental in ensuring our customers derive maximum value from our platform,DexoryView. You will act as a strategic advisor and relationship manager for a portfolio of key clients, helping them onboard successfully, adopt the platform fully, and achieve measurable business outcomes. Your commercial insight, customer-first mindset, and ability to drive long-term relationships will be essential in delivering ROI and expanding account value over time. This role includes regular travel to client sites across the UK and Europe. You'll engage stakeholders across warehouse, operations, and leadership teams to interpret insights generated by DexoryView, helping teams unlock the full value of their data. You'll provide training, implementation guidance, and business context to ensure successful outcomes across entire organisations. Responsibilities Lead customer onboarding, acting as the primary point of contact to ensure a smooth and value-driven implementation process. Develop strong, trusted relationships with key stakeholders at all levels, understanding their strategic goals and aligning DexoryView's capabilities accordingly. Deliver customer training and workshops onsite and virtually, ensuring teams are confident using the platform and fully understand its benefits. Create and manage Success Plans for customers, mapping business goals to platform usage, with clear KPIs and milestones. Monitor account health through usage data, feedback, and engagement signals to proactively address risks and drive retention. Own customer renewals and upsell opportunities, identifying ways to expand usage and advocate for new features that meet evolving needs. Collaborate with Sales, Product, and Engineering teams to ensure the customer voice is represented and customer outcomes are delivered. Gather and report customer feedback, using insights to shape ongoing product development and customer enablement strategies. About you Proven experience in aCustomer Success, Solutions Engineer, or Commercial post-sales role, ideally within a SaaS or data-driven technology company. Strong commercial acumen with a track record ofdriving renewals, expansions, and long-term account growth. Excellent communication and presentation skills, capable of engaging technical and non-technical stakeholders. Comfort working withdata-driven insights- able to interpret and explain high-level warehouse or operational metrics and trends. Experience in deliveringonboarding, training, and customer-facing workshops, both in person and virtually. Highly proactive, organised, and able to manage multiple client relationships and priorities simultaneously. Willingness totravel frequently across the UK and Europe to support client relationships (estimated 1+ day/week). Work comfortably with dashboards and back-end systems to track usage trends, guide data-driven conversations, and assist customers in interpreting operational insights, fixing deployment issues, trouble shooting problems. Operating Principles Performance:High standards, outstanding results, Commitment:All in, every time One team:One mission, shared success Joining our team and company isn't just about expertise; it's about embracing uncertainty with ambition. We're crafting world-changing solutions, fueled by a passion to redefine what's possible. We will look for you to help create and shape the future of logistics solutions through our products, our culture and our shared vision. Benefits Private healthcare via Bupa with 24/7 medical helpline Life insurance Income protection Pension: 4+% employee with option to opt into salary exchange, 5% employer Employee Assistance Programme - mental wellbeing, financial and legal advice/support 25 holidays per year Full meals onsite in Wallingford Fun team events on and offsite, snacks of all kinds in the office AAP/EEO Statement Dexory provides equal employment opportunities to all employees and applicants for employment. It prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, or any other characteristic protected by local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Please note: We are unable to provide sponsorship or relocation for this role.

Principal Solution Consultant Department: Microsoft Employment Type: Permanent Location: Remote, UK Description As the Principal Solution Consultant, you will work alongside Industry Leads, Business Development and Account Managers, Solution Managers, Solution Leads and Practice Leads (PL) and own the detailing of the multi domain solutions for our clients. You must have a solid understanding of the challenges and opportunities that our clients are facing within themselves and within their industry, and how these can be addressed using emerging technologies and cloud services across the following domains: Modern Workplace: AI & Automation: Copilot and Power Platform Business Change and Adoption Contact and Collaboration: Voice and Contact Centre Employee Experience: Endpoint, M365 and Viva Cloud Native Platforms: Azure, AWS and Private Cloud Security Practice: M365, Fortinet, SOC, SIEM, etc. Software Engineering: AppDev and Data & AI This should be combined with experience and high level understanding of large scale cloud solutions architecture, novel commercial and delivery models, helping clients transforming into an AI powered, cloud first business, developing new services using digital, becoming more agile and resilient. We are looking for candidates who have a broad set of technology, delivery, and commercial skills, who can demonstrate an ability to shape our client's transformation agenda, innovation roadmaps and new operating models. Key Responsibilities Client facing: Build a meaningful understanding of each industry's prevalent business and technology challenges and opportunities. Continually engage our client's C suite and heads of services to discover their business requirements (i.e. opportunities, threats and challenges) and use this information to assist in the identification of potential sales, solutions and capabilities pull through from Nasstar. Align their business goals and imperatives with well formed technology roadmaps powered by Microsoft and AWS cloud technologies and services. Provide client advisory services and thought leadership to your industry accounts broadly. Growth forecasting and planning: Uncover transformation opportunities across cloud, AI and other emergent technologies. Build sales opportunity pipelines in line with Nasstar's annual growth targets. Increase our share of wallet with key clients in your aligned industries. Solutioning of large and complex deals: Develop and describe compelling value propositions in response to the client's requirements, informing win strategies and calling out Nasstar unique selling points (USPs) and proof points using our Polaris Framework and ICC capabilities. Shape the end to end solutions with the right business value for the client, at the right price point, with the right commercial construct, and appropriate risk profile. Shape the end to end solution with the right technologies and delivery methods, to drive the transformation required by our clients. Deliver concise and impactful presentations on the value propositions and technical topics in front of a senior audience, including C Levels. Direct the Solution Managers and Leads on scoping the technical solutions, estimates and delivery approaches that best fit the ways of working which is specific to each client. Direct the Solution Architects on scoping the managed services solutions, estimates and delivery approaches that best fit the ways of working which is specific to each client. Where required, lead the proposal and statements of work development and guide this through the relevant reviews, approval, and contracting workflows, seeking buy in from PLs and PMO from concept to deal closure. Lead peer reviews with Nasstar and client stakeholders to gain solution and delivery approach approval and sign off, ensuring the solution is commercially sound. Portfolio and industry PoV development: Develop and describe compelling industry points of view and inform Nasstar's portfolio on the potential of industry solutions. Develop and describe value propositions in response to the industry requirements, informing win strategies and calling out Nasstar unique selling points (USPs) and proof points using our Polaris Framework and ICC capabilities. Growth and personal development: Stay educated on new and emerging transformation approaches and methodologies. Be a lead contributor to Nasstar's Communities of Practice for the purpose of developing and sharing relevant transformation / delivery approaches, processes and standards. Understand the strategic direction set by Nasstar leadership, as it relates to team goals. Skills, Knowledge and Expertise Minimum of 10 years of delivering transformational programmes/projects, including scope that includes managed services and outsourcing. Microsoft specific Data & AI skills / background, i.e. Fabric & Foundry. Extensive experience in project delivery methodologies (agile, waterfall) and client account delivery management. Minimum of 10 years lead large scale solutions using the Microsoft or AWS cloud technologies and services and other technology services. Certifications (desirable, ideally Architectural qualifications such as Togaf or similar, ITIL, Cloud technologies at a fundamental level e.g. AZ900, DP900). Benefits What you can expect from us: At Nasstar, we know the importance of looking after our employees - after all, it's the team that underpins our business! In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward thinking organisation, our benefits package includes: 25 days' holiday (excluding bank holidays) + Your Birthday Off Flexible working - it's important to maintain a work/life balance, as such, we will consider any written request for flexible working Virtual working - we practice what we preach and empower our people to work remotely Top tech - Leading services and solutions aren't just for our clients; we supply best of breed software and hardware for all our staff too 4x annual salary life assurance Health cash plan Retail discounts and other perks from major brands

Principal Solution Consultant Department: Microsoft Employment Type: Permanent Location: Remote, UK Description As the Principal Solution Consultant, you will work alongside Industry Leads, Business Development and Account Managers, Solution Managers, Solution Leads and Practice Leads (PL) and own the detailing of the multi domain solutions for our clients. You must have a solid understanding of the challenges and opportunities that our clients are facing within themselves and within their industry, and how these can be addressed using emerging technologies and cloud services across the following domains: Modern Workplace: AI & Automation: Copilot and Power Platform Business Change and Adoption Contact and Collaboration: Voice and Contact Centre Employee Experience: Endpoint, M365 and Viva Cloud Native Platforms: Azure, AWS and Private Cloud Security Practice: M365, Fortinet, SOC, SIEM, etc. Software Engineering: AppDev and Data & AI This should be combined with experience and high level understanding of large scale cloud solutions architecture, novel commercial and delivery models, helping clients transforming into an AI powered, cloud first business, developing new services using digital, becoming more agile and resilient. We are looking for candidates who have a broad set of technology, delivery, and commercial skills, who can demonstrate an ability to shape our client's transformation agenda, innovation roadmaps and new operating models. Key Responsibilities Client facing: Build a meaningful understanding of each industry's prevalent business and technology challenges and opportunities. Continually engage our client's C suite and heads of services to discover their business requirements (i.e. opportunities, threats and challenges) and use this information to assist in the identification of potential sales, solutions and capabilities pull through from Nasstar. Align their business goals and imperatives with well formed technology roadmaps powered by Microsoft and AWS cloud technologies and services. Provide client advisory services and thought leadership to your industry accounts broadly. Growth forecasting and planning: Uncover transformation opportunities across cloud, AI and other emergent technologies. Build sales opportunity pipelines in line with Nasstar's annual growth targets. Increase our share of wallet with key clients in your aligned industries. Solutioning of large and complex deals: Develop and describe compelling value propositions in response to the client's requirements, informing win strategies and calling out Nasstar unique selling points (USPs) and proof points using our Polaris Framework and ICC capabilities. Shape the end to end solutions with the right business value for the client, at the right price point, with the right commercial construct, and appropriate risk profile. Shape the end to end solution with the right technologies and delivery methods, to drive the transformation required by our clients. Deliver concise and impactful presentations on the value propositions and technical topics in front of a senior audience, including C Levels. Direct the Solution Managers and Leads on scoping the technical solutions, estimates and delivery approaches that best fit the ways of working which is specific to each client. Direct the Solution Architects on scoping the managed services solutions, estimates and delivery approaches that best fit the ways of working which is specific to each client. Where required, lead the proposal and statements of work development and guide this through the relevant reviews, approval, and contracting workflows, seeking buy in from PLs and PMO from concept to deal closure. Lead peer reviews with Nasstar and client stakeholders to gain solution and delivery approach approval and sign off, ensuring the solution is commercially sound. Portfolio and industry PoV development: Develop and describe compelling industry points of view and inform Nasstar's portfolio on the potential of industry solutions. Develop and describe value propositions in response to the industry requirements, informing win strategies and calling out Nasstar unique selling points (USPs) and proof points using our Polaris Framework and ICC capabilities. Growth and personal development: Stay educated on new and emerging transformation approaches and methodologies. Be a lead contributor to Nasstar's Communities of Practice for the purpose of developing and sharing relevant transformation / delivery approaches, processes and standards. Understand the strategic direction set by Nasstar leadership, as it relates to team goals. Skills, Knowledge and Expertise Minimum of 10 years of delivering transformational programmes/projects, including scope that includes managed services and outsourcing. Microsoft specific Data & AI skills / background, i.e. Fabric & Foundry. Extensive experience in project delivery methodologies (agile, waterfall) and client account delivery management. Minimum of 10 years lead large scale solutions using the Microsoft or AWS cloud technologies and services and other technology services. Certifications (desirable, ideally Architectural qualifications such as Togaf or similar, ITIL, Cloud technologies at a fundamental level e.g. AZ900, DP900). Benefits What you can expect from us: At Nasstar, we know the importance of looking after our employees - after all, it's the team that underpins our business! In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward thinking organisation, our benefits package includes: 25 days' holiday (excluding bank holidays) + Your Birthday Off Flexible working - it's important to maintain a work/life balance, as such, we will consider any written request for flexible working Virtual working - we practice what we preach and empower our people to work remotely Top tech - Leading services and solutions aren't just for our clients; we supply best of breed software and hardware for all our staff too 4x annual salary life assurance Health cash plan Retail discounts and other perks from major brands

What you'll do Consulting directors are expected to divide most of their time between securing sales and leading teams in delivering projects. They are also expected to spend about 30% of their time managing and developing the STL business (both research and consulting) operations through internal and market initiatives. Oversee and contribute to the entire project process, from initiating conversations and formulating proposals to the project execution and final deliverable. Lead projects in new fields or practice areas where STL has less experience and/or with "Trophy" clients. Develop opportunities and win work from existing clients and new prospects in conjunction with other directors, senior consultants and STL's account managers. Act as a mentor for senior consultants and junior consultants: overseeing their development, including managing review processes and making recommendations around recruitment, development and promotion of talent. Identify areas of policy improvement within the businesses and lead in securing support for and then seeing-through their proposals. Identify strategic initiatives for STL, set-out proposals for pursuing them and championing them through to successful implementation. Contribute actively in weekly management meetings and monthly board meetings: share insight, shape initiatives, take on and complete actions. About you We are growing quickly and keen to recruit the right people who can help us continue to grow. Top candidates should possess these qualities: 10-20 years of experience from a consulting firm with specific focus on telecoms and/or prior experience working strategy roles in the telecoms and or datacentre industry Strong academic background with a minimum 2:1 in your first degree or equivalent from a leading University. Potentially a further degree or equivalent A strong consulting skillset - great communication skills, organisational skills, strong relationships management, and analytical skills Prior experience leading multiple large projects, ideally at the same time: strategy, transformation, market entry, commercial due diligence Proven sales experience, winning new clients as well as selling to existing clients A track record in contributing to a collaborative and cohesive team environment Salary expectations Competitive annual salary + performance-based bonus Who we are STL Partners is a boutique research and consulting firm that works with clients in the telecoms and technology space to deliver growth through business model innovation. Our core proposition is that "We enable our telecoms and technology clients to make the world run better", especially as we enter The Coordination Age, whereby connectivity and digital technology becomes an inherent tool to solve everyday problems. Since 2006, we have supported clients globally through our reports and tools in our Research business and strategic advisory services in Consulting. Our customers vary from large, telecoms operators (e.g. Vodafone, Verizon) to technology giants (e.g. Microsoft, Intel) to digital innovators and start-ups. We pride ourselves on the culture that we have grown and that our employees adopt. This is made up of 5 key pillars: Entrepreneurial: Creative, forward-thinking and driving initiatives Accountable: Self-starting, supportive and looking to support and champion the work of others Friendly: Open, we operate with integrity and transparency Collaborative: Team orientated and consensus driven Pioneering: Curious and high standards and driving industry through thought leadership Underlying this culture is a commitment to diversity, equity and inclusion. Even as a small business, we have a programme that seeks to improve this across the firm. When it comes to gender diversity, we have a workforce that is 50% female. Our consulting business develops winning commercial strategies and implementation plans for our clients. This spans multiple technology domains, such as edge computing, Private Networks, AI and the internet of things, often looking at how other industries are adopting these technologies and the implications on our clients in serving them better. Most of our clients are based outside the UK and we mainly work remotely, but there are opportunities to travel for projects, or workshops, in Europe, North America and Asia. We have 4 key capabilities where we support our customers Growth strategy Business model development Go-to-market strategy Customer engagement What makes us a great place to work Competitive salary Discretionary bonus 25 days holiday, plus 8 bank holidays ️ Health plan (cash back on dental, physiotherapy and other various health treatments) Employee assistance programme; access to legal advice, financial advice, telephone and face to face counselling Simply rewards scheme Personal development allowance Enhanced maternity package ️ Cycle to work scheme Pension scheme Active diversity, equity and inclusion programme Hybrid working (we love our office but happy for people to be flexible and work from home) Strong emphasis on sustainability (in how we work and what we support our clients to do) Opportunities for travel around the world (e.g. U.S., Singapore, Dubai) Annual company away day (staycation) Regular socials (including karaoke, pub quizzes, Spanish society, tennis club, etc.) Cute dog in the office We are happy to consider reasonable adjustments that candidates may need during the recruitment process and you will be asked whether you require any during your application. If there are any additional options you'd like to request, please contact Kat Isles at . We also offer reasonable adjustments on the job. If you are interested in applying, please submit your CV and covering letter.