Solution Success Specialist

4 weeks ago

Ottawa, Ontario, Canada Zerotek Full time
About Us:

ZeroTek is a rapidly growing company specializing in next-generation management platform and Identity Access Management (IAM) solutions for Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs) serving small-to-medium-sized businesses (SMBs). Our software is deeply integrated with Okta and brings advanced enterprise features to MSPs and their customers through a comprehensive multitenant service platform.

We operate under the principle of Extreme Ownership, where accountability, initiative, and a solutions-focused mindset drive success at every level. This philosophy empowers team members to take full responsibility not only for their roles but also for the broader success of our company and customers.

Our Company Culture:

  • Collaborative environment promoting cross-functional collaboration and continuous improvement
  • Fostered growth opportunities allowing each team member to have a tangible impact on strategic initiatives and customer outcomes
  • Empowered team members to make meaningful contributions and learn from their experiences
About the Opportunity:

This hybrid role will guide clients from initial discovery calls to successful onboarding, deployment, and long-term growth. You'll work closely with the product team and technical services to address client needs, remove technical barriers, and optimize the customer experience for maximum adoption and satisfaction.

The ideal candidate has a strong background in customer success and experience in solution consulting, training, or support. A proactive, customer-centric professional who can build strong relationships, understand customer needs, and deliver effective solutions is required.

Key Responsibilities:

  1. Pre-Sales Engagement:
    • Conduct discovery calls to understand customer requirements and pain points
    • Deliver technical demos showcasing the value of our solutions and addressing specific client needs
    • Act as a trusted technical advisor during pre-sales conversations to align our offerings with client requirements
  2. Sales Engineering:
    • Provide technical expertise to help clients understand integration paths, deployment, and configuration options
    • Respond to technical inquiries to support the sales process and help close opportunities
    • Assist in identifying and communicating custom solutions when clients have unique needs
  3. Customer Onboarding & Implementation:
    • Join a team dedicated to managing the client onboarding process, ensuring a seamless transition from sales to active deployment
    • Coordinate with clients through initial setup, implementation, and early adoption stages
  4. Ongoing Customer Success & Account Management:
    • Serve as the primary point of contact for assigned accounts, offering support throughout the client lifecycle
    • Conduct regular check-ins and strategic reviews and provide proactive recommendations to help customers achieve their goals
    • Identify and drive upsell and cross-sell opportunities by understanding customer needs and providing relevant product suggestions
    • Develop and maintain strong, long-term relationships with our MSP partners to foster loyalty and retention
Requirements:
  • 3+ years in Sales Engineering, Customer Success, or Technical Account Management role in B2B SaaS or related fields
  • Proficiency in CRM software and other relevant tools
  • Strong understanding of SaaS solutions and cloud-based technology stacks; experience with IAM solutions is an asset
  • Excellent communication and presentation skills, with the ability to convey technical concepts clearly
  • Strong problem-solving skills with a proactive approach to handling client challenges
  • Ability to manage multiple accounts, prioritize effectively, and balance proactive and reactive work
Estimated Salary:

$80,000 - $110,000 per year

About Zerotek:

We operate in a relatively flat organizational structure, allowing for more authority and decision-making at the team contributor level. We share goals and objectives, enjoy spirited debates around strategy and tactics, and everyone is accountable for their expected contributions when a decision is made.

As a member of a smaller team, you'll have the opportunity to grow professionally and personally while significantly impacting the shaping of the company and product. We offer opportunities for continuous learning and career development, including technical training and certification in Okta.

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