Enterprise Customer Success
September 20
Description
• The Enterprise Customer Success team provides the foundation for a long-term partnership with our OffSec Enterprise clients regarding the training and certifications they have purchased. • You will be guiding new and existing Enterprise accounts through education, setup, and the successful onboarding of our offerings into the account. • As an Enterprise Customer Success, you will serve as a liaison with OffSec sales and customer support teams, as well as other cross functional departments for our Enterprise clients. • You will own a portfolio of customers and their subscription health, driving the utilization of the OffSec Training Library and our training courses in line with the customers desired outcomes and goals. • Act as primary contact for Enterprise clients and establish strong partnership with stakeholders within client organizations. • Refer Enterprise clients to sales if the clients intend to purchase more OffSec offerings. • Ensure that client inquiries and issues are dealt with in an efficient manner; inform management and sales representative(s) of any problems that may arise. • Manage adherence to client expectations to ensure they receive the maximum benefit from our training and certification offerings. • Drive early success for our new Enterprise clients and ensure a positive and productive start to a long relationship through specific proactive outbound efforts: account setup and customer onboarding. • Facilitate activities for clients including regular call reviews, training and certification updates, and presentations to clients. • Develop client success plans, identifying business goals and success measures, and driving the achievement of key milestones. • Scheduled account reviews with sales representative on status. • Establish and follow escalation procedures when necessary, ensure resolution and client satisfaction. • Log inbound and outbound inquiries in the ticketing system to ensure accurate reporting of volume and documentation of issues. • Work collaboratively with all peers and stakeholders to influence customer experience improvements. • Other duties as assigned.
Requirements
• Bachelor’s degree or equivalent • 2-5 years in a customer facing support role, with enterprise corporate or government clients. • Excellent organization, project management, and time management skills. • Superior verbal and written communication skills. • Exhibit exceptional interpersonal skills and professionalism. • Ability to learn new technology quickly and efficiently. • Ability to work in a fast-paced environment, meeting deadlines and managing multiple clients at a time. • High attention to detail and analytical mindset.
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