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 want you to thrive in it and contribute to it. We provide:

• Wonderful colleagues you’ll be proud to work with and learn from
• Subsidies for professional accreditation
• Annual taxable spending account specifically for your wellness, including health clubs, sports team registration fees, or fitness items (to name a few)
• Competitive referral bonus up for referrals of top talent
• One of the fastest growing companies in Canada with growing operations internationally
• Attractive compensation plans to ensure we hire, keep and reward team members
• We believe in rewarding performance and providing comprehensive benefits tailored to support your well-being. Our package includes comprehensive health benefits, retirement savings program, a flexible vacation plan, and participation in our company-wide equity program, allowing you to share in the success and growth of our organization.
• At eSentire you will have the opportunity to grow and make an impact from your work. We encourage innovation in all who become part of our team. With growing operations internationally, there is lots of lateral and upward advancement opportunities for rewarding and developing careers with eSentire. We’re strong believers in continuing education and provide the resources that you need to continue learning.

About eSentire

eSentire, Inc., is the category creator and world’s largest Managed Detection and Response (MDR) company, keeping organizations safe from constantly evolving cyber-attacks that technology alone cannot prevent. Its threat-driven, customer-focused culture makes the difference in eSentire’s ability to attract the best talent across cybersecurity, artificial intelligence, and cloud-native skill sets. Its 24x7 Security Operations Center (SOC) hunts, investigates, and responds in real-time to known and unknown threats before they become business disrupting events. Its highly skilled teams work together toward a common goal to deliver the best customer experience and security efficacy in the industry. Protecting more than $6 trillion in corporate assets, eSentire absorbs the complexity of cybersecurity, delivering enterprise-grade protection and the ability to comply with growing regulatory requirements. For more information, visit www.esentire.com and follow us on X @eSentire.