Job Detail

eSentire® is the global leader in Managed Detection and Response (MDR), keeping organizations safe from cyber attacks that technology alone cannot prevent. Our 24x7 Security Operations Center (SOC), staffed by elite security analysts, hunts, investigates, and responds in real-time to known and unknown threats before they become business disrupting events.

We want to cut through the hype and overblown claims surrounding AI and ML to help our customers successfully tackle their biggest challenges utilizing human expertise at machine scale. We value each person’s unique contribution, so if you love to solve difficult problems--together--eSentire is the place for you.

eSentire has been recognized in Deloitte’s Technology Fast 50™ and Fast 500™, Canada’s Top Small and Medium Employers, and Gartner’s Market Guide for Managed Detection and Response. For more information, visit www.eSentire.com and follow @eSentire.

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 Manager 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 Manager, you will be responsible for a seamless customer onboarding journey ensuring medium-sized customers (businesses under 1000 employees) 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 are able to 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 onboarding and driving customer engagement for your portfolio of customers.

Your responsibilities will include that 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
• 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
• Coordinate transition from Onboarding to ongoing Support/CSM at completion of project
• Helping to define process models for handling multiple service deployments
• 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

• 3+ 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.
• Experience managing and supporting clients with proven success in communicating with customers.
• 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 thank all applicants in advance for applying. Only individuals selected for interviews will be contacted.

eSentire is committed to creating a fair work environment that is aligned with the Accessibility for Ontarians with Disabilities Act (AODA). We guarantee equal treatment and provide opportunities regardless of race, creed, color, religion, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, status as a protected veteran or any other legally protected grounds and will not discriminate on these basis. If you have any accessibility requirements during the recruitment process, please reach out to our HR team at aoda@esentire.com and any accommodation needs will be addressed upon request.