Description

Job Title: Enterprise Customer Success

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.

Duties and Responsibilities

• 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.

Qualifications

• 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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