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Customer Onboarding Manager

4 months ago

Waterloo, Canada eSentire Full time

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.

About The Customer Success Team

Our Customer Success team supports a wide array of customers along the entire customer journey, 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.

We are looking for an ambitious and resourceful Customer Onboarding Project Manager to join our ranks, as we exponentially grow our customer base.

Who You Are

As a Customer Success Onboarding Manager, you will be responsible for project managing a seamless customer onboarding journey ensuring medium to large-sized customers experience a rapid time to value.

You are passionate about customers and transforming and optimizing customer experiences, and you will manage projects with ease.

You get energized by a low-ego, “all hands on deck” environment and 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 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
- Leverage project management principles to drive engagement and progress on large, complex deployments with multiple cross functional stakeholders with completing external priorities 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 customer 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.
- Proven success and experience in managing, communicating, and supporting customers
- Advocate as the voice of customers - identify and convey customer feedback and use cases to product team
- Deliver and communicate confidently
- Proactive and aggressive to set and deliver ambitious metrics
- Ability to learn and persuasively articulate eSentire’s value proposition to customer senior executive teams
- Patient and positive as we aggressively scale-up and embrace change

Our Culture and Values
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

Total Rewards

We believe in rewarding performance and providing comprehensive benefits tailored to support your well-being. Our package includes comprehensive health benefits, a flexible vacation plan, and participation in our company-wide equity program, allowing you to share in the success and growth of our organization.
Accommodation

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