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Enterprise Solutions Specialist

2 months ago

Ottawa, Ontario, Canada March Networks Full time
About the Role

At March Networks, we're seeking a highly skilled Customer Success Manager to join our Professional Services team. As a key member of our team, you'll be responsible for ensuring the successful onboarding and adoption of our Searchlight Cloud and CloudSight solutions, as well as our Insight Monitoring and Resolution Service.

Key Responsibilities
  • Customer Success Management
    • Lead and manage a team of specialists in onboarding and training activities
    • Ensure timely onboarding of new Managed Services customers
    • Measure and report team effectiveness to senior leaders
    • Manage team escalations and provide coaching/training to new members
    • Provide metrics on customer usage of the hosted solution
    • Escalate customer/dealer issues to management
    • Collaborate with Sales/Project Management to prepare customers for contract renewal and provide periodic account reviews
  • Customer Onboarding – Enterprise level
    • Onboard new Enterprise-level customers through post-installation checklist, user account creation, software training, and periodic call-ins
    • Become a trusted advisor to multiple stakeholders within each account and advocate for their needs within March Networks
    • Provide best practices and deliver clear value on the service's features, tailored to each customer's needs
    • Introduce customers to our self-help portal and continuously monitor their success
    • Manage escalations from customers quickly and efficiently within March Networks
    • Some travel may be necessary
Requirements
  • University Degree, College Diploma, or Post Graduate Certificate
  • Ability to understand complex issues and propose solutions
  • Troubleshoot issues quickly under time pressure
  • Understand networking equipment and Cloud infrastructure
  • Monitor distributed systems on an IP infrastructure
  • Work independently with corporate team support
  • Excellent verbal and written communication skills, with great time management and organizational skills
  • Motivated and driven to share knowledge and learn from others
Experience
  • 5 years of experience in a customer-facing role in technology, with experience across a global enterprise customer base
  • 5-7 years of experience providing exceptional customer service, onboarding, and support to customers
  • Experience with Microsoft Office (Word, PowerPoint, Excel)
  • Proficiency in Salesforce and other relevant tools for creating accounts and cases
  • Experience providing webinars with applications like Teams, GoToMeeting, Zoom, Adobe Connect, or others
Preferred Assets
  • Fluency in other languages such as Spanish, French, or Italian
  • Experience coordinating and managing multiple projects simultaneously