Skills

Communication Teamwork Test Sales Customer Service Presentation Skills

Job Specifications

About eSentire

eSentire is on a mission to hunt, investigate and stop cyber threats before they become business disrupting events. We were founded on the premise that if you can't find a solution, you build it. Entrepreneurship and innovation are in our DNA. Our culture is based on transparency, teamwork, and continuous innovation.

As the authority in Managed Detection and Response, we protect the critical data and applications of 2000+ organizations in 80+ countries, across 35 industries from known and unknown cyber threats.

About The Customer Success Team

We're continuing to build out a passionate team of A-player Customer Success Onboarding Specialists. We are looking for an ambitious and resourceful Customer Success Specialist to join our ranks, as we exponentially grow our customer base.

Our Customer Success team supports a wide array of customers along the entire sales lifecycle, as they engage with us and adopt our services to achieve their goals. We ensure customers are optimized and scale effortlessly through impactful engagements, all focused on driving business and technical value. Our obsession is understanding a customer's business to build lasting partnerships that continue to add value over time. We are laser focused on making customer success a company-wide imperative and building a culture around putting customers first.

Who You Are

As a Customer Success Onboarding Specialist, you will be responsible for a seamless customer onboarding journey ensuring your customers experience a rapid time to value. You are passionate about helping our customers transform and optimize their customer experiences, and you will instill that expertise into our team. You can innovate in rapid cycles and test solutions to learn what works, then feed insights into a strategy and long-term solutions. You must have scale-up culture in your DNA and get energized by a low-ego, "all hands on deck" environment. You care deeply about not only making your portfolio customers successful, but also collaborating with your peers to ensure eSentire's success. You are empathetic, enthusiastic and take risks - upping the game of the Onboarding team. You are a customer-focused leader -- an independent critical decision maker and a strategic thinker with no problem taking on the nitty-gritty work.

What You Are Great At

Your top priority will be managing the onboarding of services and driving customer engagement for your portfolio of customers.

Your Responsibilities Will Include You:

Deliver a seamless customer experience throughout the customers onboarding journey
Driving the successful delivery of services to eSentire's customers under the pressure of tight timelines and complex environmental and resource interactions
Drive customer engagement through product discussions, service delivery and platform demonstrations
Track progress and report on actual project status internally and to customers throughout the project life cycle tooling
Establishing good communications and relationships with the customer to ensure that customer queries or problems are resolved in a timely manner
Managing scope, risk, schedule, quality, and communication for various stakeholders
Manage internal projects and processes as assigned
Coordinate transition from Onboarding to ongoing Support/CSM at completion of project
Create and manage engaging and useful onboarding documentation for customers
Develop internal processes to improve the project lifecycle, simplifying the process for customers
Contribute to customer success plans - understanding client objectives and can develop plans to manage with CSM team members
Collaborate with peers to ensure customers are successful
Make recommendations and influence important operating issues/decisions for the broader team
Find ways to streamline work, innovate key processes and leverage technology

What We Require

1-2+ years of managing customer facing implementation projects, customer service, account management or customer success, or equivalent industry experience
Experience managing a high volume of customers and supporting customers with proven success in communicating with them
Ability to deliver Microsoft team meetings with video participation
Represent the voice of customers - identify and convey customer feedback and use cases to product team
Confidence in setting and delivering upon ambitious metrics
Ability to learn and persuasively articulate eSentire's value proposition to client senior executive teams
Strong communication and presentation skills (phone, video, email)
Patience and positivity. Ability to be focused during a growing and changing scale-up environment

We Offer You:

At eSentire we work in a collaborative and innovative work environment. We work with brilliant and passionate people who strive and encourage others to do their best. eSentire's idea-rich environment welcomes creative and sometimes unconventional perspectives!

We Continually Create a Rewarding Place To Work. We Wa

About the Company

eSentire, Inc. is the Authority in Managed Detection and Response, protecting the critical data and applications of 2000+ organizations in 80+ countries, representing 35 industries from known and unknown cyber threats. Founded in 2001, the company's mission is to hunt, investigate and stop cyber threats before they become business disrupting events. Combining cutting-edge machine learning XDR technology, 24/7 Threat Hunting, and proven security operations leadership, eSentire mitigates business risk, and enables security at ... Know more