Customer Onboarding Manager

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. As the authority in Managed Detection and Response, we protect the critical data and applications of 2000+ organizations in 80+ countries, across 35 industries from known and unknown cyber threats. About The Customer Success Team We're continuing to build out a passionate team of A‑player Customer Success Onboarding Managers. We are looking for an ambitious and resourceful Customer Onboarding 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 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. 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. Responsibilities - 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, completing external priorities and 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 - Establish 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 - Strong communication and presentation skills (phone, video, email) - Patient and positive as we aggressively scale‑up and embrace change Please note: If the successful candidate lives within 50 km of our office in Waterloo, Ontario this will be a hybrid position (Monday and Friday – work from home, Tuesday, Wednesday and Thursday – work onsite). If the successful candidate lives more than 50 km from our office in Waterloo this will be a remote position. The expected base salary range for this role is $75,000 to $85,000 CAD. The starting base pay will depend on a number of factors including the candidate’s location, skills, experience, market demands, and internal pay parity. Depending on the position offered, equity and other forms of compensation may be provided as part of a Total Compensation Package. 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 We celebrate diversity, operating with mutual respect and consideration, in an environment that fosters inclusivity for all. We believe that a variety of perspectives, backgrounds, and experiences make us stronger – if you’re enthusiastic about this opportunity but don’t meet every qualification, we encourage you to apply anyway. It takes a diverse set of thoughts, cultures, backgrounds, and perspectives to be a true market leader. 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 >If you have any accessibility requirements during the recruitment process, please reach out to our HR team at talentacquisition@esentire.com and any accommodation needs will be addressed upon request. Your talents and unique perspectives are valued, and we look forward to the opportunity to work together to build a more inclusive future. It's our mission at eSentire to protect our customers 24/7/365 and we extend this conviction to job seekers. During the application and interview process, eSentire will communicate with you from one of our corporate "@esentire.com" email addresses, never from a public email address. We strive to provide a welcoming, respectful, and thorough interview process, providing the candidate with ample opportunity to spend time with the hiring manager, recruiter, and future colleagues face to face, or using a video conference technology. #J-18808-Ljbffr