ISC2

Customer Support

• Lead efforts in optimizing customer interactions and enhancing service delivery.
• Manage the Global Customer Experience team, managing the day to day operations of the teams in NAR, EMEA, APAC.
• Responsible for executing plans and tactics to grow, engage, retain and support ISC2 global customer experience services.
• Oversee daily operations of the customer experience team, ensuring effective execution of customer service initiatives.
• Lead, mentor, and develop customer service staff, fostering a culture of customer-centricity and professional growth.
• Collaborate on initiatives aimed at enhancing customer engagement, loyalty and retention.
• Partner with key internal stakeholders to integrate and execute programs and processes, ensuring best in class experience for members, volunteers and customers.

Senior Manager, Customer Experience Operations

Accounts Payable

• Process invoices and expense reports by reviewing them for appropriate documentation, routing to appropriate responsible party for approval, coding transactions, and posting transactions with a strong focus on cost to budget analysis
• Prepare month end accruals for all vendors and purchasing card transactions
• Monthly reconciliation of all balance sheet payable accounts
• Prepare IRS form 1099s for annual reporting of vendor payments
• Order and replace purchasing cards and maintain appropriate credit limits per job functions
• Update and maintain vendor database, including all banking details
• Post transactions to journals, ledgers and other records
• Maintain accurate process documentation for all functions in the AP area
• Provide supporting documentation for audits
• Maintain regular necessary and professional communication with vendors
• Perform other special projects requested by management

Accounts Payable Specialist

Content Creator

• Develop and maintain ISC2 credentialing examination content.
• Manage Reference Material Libraries used for exam development purposes ensuring accuracy and up to date references.
• Conduct item bank administration and reporting.
• Review ISC2 examinations and examination items at various stages of development prior to publication ensuring attention to detail and accuracy.
• Review candidate comments related to exam delivery, investigate issues, and take appropriate actions based on those investigations.
• Prepare for and manage remote, virtual, and in-person examination development workshops.
• Provide for and maintain item bank and workshop security in accordance with program guidelines.
• Consult with other ISC2 business units concerning credential development and provide content, analytical, and scheduling information to ensure seamless integration with all aspects of product delivery.
• Work with ISC2 test development, forensic, and other vendors to maximize the effectiveness and productivity of contractor relationships.
• Assist with examination development, administration and security policies and procedures development and documentation.
• Collaborate with the other ISC2 business units to produce and maintain candidate information bulletins and other public facing documents related to ISC2 credentialing exams.
• Understand and adhere to ANSI requirements as they relate to ISC2 qualifications and respect the boundaries between test development and education functions.
• Develop and maintain volunteer informational and instructional materials for item development purposes.
• Assist with examination adaptation activities and workshops.
• Support examination forensic and test invalidation processes.
• Demonstrate commitment to valuing diversity and contributing to an inclusive working and learning environment.

Exam Content Developer

Accountant

• Key player with month end close 5-day process, and post close reporting, preparing journal entries and reconcilliations
• Perform weekly domestic/international accounts payable payment run
• Assist with vendor payment relations as needed
• Perform all fixed and intangible asset tasks, rollforwards, and reconciliations
• Setup all prepaid expense schedules and reconcile related balance sheet accounts
• Reconcile inventory, monthly
• Compute and file sales and use tax
• Prepare other balance sheet reconciliations, including complex analysis
• Perform budget/forecast/actuals flux analysis on assigned P&L statements
• Assist with annual company domestic and foreign audits
• Assist with annual company domestic tax returns
• Assist with documentation of internal controls and process improvement
• Perform various other month end close responsibilities
• Perform and coordinate special projects as directed by management
• Performs other duties as assigned

Associate Accountant

Operations

• Oversee, optimize, and mature back-office IT operations through effective process management
• Administer, configure, and support Jira Software, Jira Service Management, and Confluence
• Lead day-to-day ITSM operations, ensuring timely management of incidents and service requests
• Serve as Chair of the Change Advisory Board (CAB), leading change reviews and maintaining documentation
• Design, build, and deploy automation solutions using Jira Automation and JSM workflow engines
• Develop and maintain ITSM dashboards and reports

IT Service Management Operations Lead

Public Relations

• Execute the day-to-day activities related to UK media relations, including building relationships with press, drafting and distributing press releases, coordinating media interviews
• Contribute to the development of thought leadership material
• Support ISC2 executives and thought leaders
• Create original and compelling copy for multiple communications channels
• Collaborate and develop communications plans for various company initiatives
• Monitor success of media relations activity

Public Relations Specialist – Maternity Cover

Customer Success Manager

• Customer Onboarding
• Lead structured onboarding for relevant partners and customers (multiple segments)
• Conduct kickoff meetings to review programme objectives, delivery requirements, learner pathways, contractual obligations, timelines, and success metrics
• Provide guidance on training delivery options, cohort setup, registration processes, exam coordination expectations, and key ISC2 operational workflows
• Ensure customers understand how to access training materials, schedule courses, manage cohorts, and interface with ISC2 systems (CRM/fulfilment) relevant to their program
• Create tailored onboarding plans for each customer segment (corporate, OTP, academic) to support efficient operational setup and long-term training success
• Align internal teams (e.g Sales, Operations, Training Delivery, Finance) to support a structured and consistent onboarding experience across all customer types
• Customer Retention & Success
• Serve as the primary operational contact for assigned accounts post-sale, ensuring ongoing satisfaction and long-term retention
• Conduct success planning sessions to align customer goals with ISC2 offerings and track measurable outcomes
• Monitor learner progress and certification completion rates, providing engagement strategies to remove barriers
• Work alongside the Sales Operations team to ensure customer satisfaction and improve Net Promoter Scores (NPS)
• Maintain business reporting such as health checks on customer performance
• Identify at-risk customers through data insights (e.g., low utilisation, stalled cohorts, poor training attendance) and execute proactive engagement strategies
• Develop tailored success plans for B2B, OTP, and Academic Partners based on their training models and learner profiles
• Promote ongoing engagement with ISC2 training programmes, partner benefits, educational resources, and partnership opportunities
• Champion the Voice of the Customer by gathering feedback related to training quality, exam experience, programme outcomes and service delivery, sharing insights with internal teams
• Delivery Fulfilment
• Manage end-to-end delivery of ISC2 products and services, including booking, invoicing, scheduling instructors, and ensuring timely delivery of training materials
• Act as the key point of contact for operational issues, offering faster response and resolution than AEs
• Maintain accurate records in CRM systems and deliver account-level reporting on usage, ROI, and fulfillment
• Manage CRM and booking activity in line with business processes to support the Sales Operations and Finance teams
• Input into digital transformation projects to improve customer experience and satisfaction, with a longer-term vision of enabling customer self-service
• Collect registration data and other data requirements in line with contractual requirements
• Support cohort management for customer segments where required, including onboarding coordination, instructor alignment, and progress tracking
• Contribute to the creation and maintenance of self-service resources, onboarding documentation and knowledge base materials for customers
• Collaborate with global and regional teams to ensure consistency and quality of deliverables across EMEA and other markets
• Growth & Lead Generation
• Identify upsell and cross-sell opportunities through regular account engagement and success planning and engage sales partners to close
• Partner with Sales and Business Development to generate qualified leads and expand existing customer relationships
• Share customer insights and success stories to support marketing and sales initiatives
• Promote additional ISC2 certifications, professional development resources, training bundles, renewals and membership value
• Identify and nurture advocacy opportunities such as case studies, testimonials, speaking engagements and referrals
• Support renewal cycles for training/programme packages and coordinate with sales for larger expansion motions

Communications

• Execute the day-to-day activities related to UK media relations, including building relationships with press, drafting and distributing press releases, coordinating media interviews, developing award submissions, managing media lists and monitoring media coverage
• Contribute to the development of thought leadership material, including blogs, and byline articles
• Provide support to ISC2 executives and thought leaders, including assisting in developing briefing documents
• As needed, create original and compelling copy for multiple communications channels, audiences, and regions, including web, print, events, video scripts, newsletters and social media
• Collaborate and develop communications plans to support various company initiatives like product and service launches and updates
• Monitor success of media relations activity
• Work closely with team members within the department, as well as being able to perform duties independently
• Miscellaneous duties as assigned

Corporate Communications Professional – Maternity Cover

Account Executive

• Recruit new partners for sales growth and manage existing partners.
• Coordinate with partners to identify key sales opportunities to generate revenue.
• Enable channel partners through training on the business value and ROI of ISC2 products.
• Work closely with the ISC2 marketing teams to develop, implement, and manage marketing and call campaign programs to increase business development through channel partners.
• Maintain a high level of customer satisfaction with current partners and manage tasks to successful completion.
• Prepare and give presentations to key, influential decision makers within current and potential channel and academic partners.
• Recruit and enable focused channel partners especially in verticals and markets we are not currently servicing today.
• Prepare and deliver reports to management on quarterly basis.
• Manage daily sales activities with partners to achieve revenue growth.
• Develop partner specific sales and marketing plans to increase marketing and selling efforts.
• Prepare and submit monthly forecasting reports to management.
• Work with internal team members to make sure communications are effective and efficient between ISC2 and our channel partners.

Channel Account Executive

Marketing

• Works with and assists in the creation, delivery and execution of multiple, often concurrent, integrated strategic marketing campaigns
• Responsible for tracking overall effectiveness of campaigns/projects
• Acts as SME within the organization for B2B segments
• Ability to manage multiple projects from start to finish
• Collaborates with counterparts in wider marketing team
• Conduct market, audience and competitive research

B2B and Channel Marketing Specialist

Marketing Operations

• Lead the ongoing integration and system optimization of Salesforce Marketing Cloud , with Salesforce Sales Cloud systems expertise
• Mentor and guide the marketing operations team
• Ownership of marketing reporting – collaborating with stakeholders across the business to collate data sources, manage dashboards and provide marketing teams with actionable insights and recommendations to improve marketing performance
• Keep up to date on latest system upgrades/updates and convey changes of importance to the stakeholder user base
• Lead the assessment and on-going training to improve overall system use and proficiency
• Maintain a holistic view on all communications that are sent from multiple groups and systems, including Marketing Cloud, Salesforce, Commerce Tools, and Pearson VUE
• Ownership of the ISC2 email calendar, connecting with stakeholders to ensure best practice on recency, frequency and email targeting to manage the customer experience
• Collaborate with marketers, sales and comms team on ways of accelerating automation capabilities, increase team productivity and ensure quality across campaign development, measurement, and reporting
• Oversee the development of comprehensive marketing automation journeys to mitigate competing messaging with targeted audiences
• Oversee the marketing customization process, including the development of dynamic list and content
• Deploy best practices in implementing lead grading, scoring, nurture and drip campaigns
• Drive the improvement in tracking and reporting funnel conversion from Lead-MQL-SQL to Close Won/Loss
• Explore social and advertising studio as well as other system capabilities to help improve implementation of cross-channel campaign strategies – Support Salesforce client database maintenance and client profiling to enable for effective cross/upselling efforts