eSentire® is the largest pure-play Managed Detection and Response (MDR) service provider, keeping organizations safe from constantly evolving cyber-attacks that technology alone cannot prevent. Its 24x7 Security Operations Center (SOC), staffed by elite security analysts, hunts, investigates, and responds in real-time to known and unknown threats before they become business disrupting events. Protecting more than $6 trillion in corporate assets, eSentire absorbs the complexity of cybersecurity, delivering enterprise-grade protection and the ability to comply with growing regulatory requirements.
eSentire has been recognized in Deloitte’s Technology Fast 50™ and Fast 500™, Canada’s Top Small and Medium Employers, and Gartner’s Market Guide for Managed Detection and Response. For more information, visit www.eSentire.com and follow @eSentire.
Role Overview
As a Customer Success Manager you have shown the ability to manage many high profile activities, both from a time management and engagement standpoint. Excellent written and verbal communication skills are key requirements of this position. There will be situations that require you to have difficult conversations with individuals in senior positions that will need both skill and tact. Most of the interactions in this role will be over the phone, but there may be a requirement for face-to-face engagements that require some travel.
You will be responsible for:
- Driving the successful delivery of services to eSentire’s customers under the pressure of tight timelines and complex environmental and resource interactions
- Preparing project status reports for management and the customer
- Managing scope, risk, schedule, quality, and communication for various stakeholders
- Own overall relationship with assigned customers, which include: ensuring retention and overall satisfaction
- Work to establish a trusted advisor relationship with each assigned customer and drive continued value of our products and services
- Work in partnership with Operational, Technical, Sales and Product teams to provide customer feedback and ensure requests are resolved in a timely manner
- Lead Service Reviews with customers
- Manage customer communications during service events ensuring extensive communication with the customer and all eSentire customer facing groups, including Senior Leadership
- Prime for managing customer escalations due to service or support related issues
- Assist with periodic documentation and process reviews helping to identify and implement opportunities for continuous improvement
- Deliver corporate and product update presentations to customers as required
- Identify and communicate to the Account Management teams, upsell opportunities into our existing customer base discovered during interactions.
- Distill and translate customer driven product requests discovered during customer interactions into the Product Management group
- Help to conduct and analyze Customer Scorecards
- Other duties as required.
To be successful in this role, you will:
- Have a minimum of 5 years’ experience in a customer relationship/account management role providing world class support and service on a variety of technical and non-technical matters
- Proven experience in high level customer escalation management
- Experience in the Cyber security solutions industry an asset
- Experience in Networking and Enterprise Product Support an asset
- Post-secondary education in a related business, communications or technical discipline
- Ability to analyze and move quickly to resolve customer experience challenges, engaging of the all appropriate resources
- Ability to work under pressure in a dynamic and changing environment
- Strong attention to detail as well as excellent time management skills
- Able to deal with colleagues and customers in a professional manner demonstrating tact, diplomacy, and sensitivity at all times
- Excellent conflict resolution and objection handling skills
- Proven ability to build and maintain lasting internal and external relationships
- Energetic, self-motivated, results-oriented, team player
- Strong presentation skills
- Excellent knowledge of MS Word, Excel, PowerPoint, e-mail and Adobe Products
- Willing to travel (10%)
Why a Career with eSentire?
Our Culture: 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!
Growth Opportunities: At eSentire you will have the opportunity to grow and make an impact from your work. We encourage innovation in all who become a part of our team. With growing operations internationally, there is lots of lateral and upward advancement opportunities for rewarding and developing careers with eSentire. We’re strong believers in continuing education and provide the resources that you need to continue learning.
Employee Perks: Every day we provide free breakfast and refreshments, flexible hours, half day off birthdays, concierge services, RRSP matching program, subsidies for continuing education and health and wellness and attractive compensation and benefit plans. We make it our obligation to the team here to stay current with compensation trends in the tech field!
We thank all applicants in advance for applying. Only individuals selected for interviews will be contacted.
eSentire is committed to creating a fair work environment that is aligned with the Accessibility for Ontarians with Disabilities Act (AODA). We guarantee equal treatment and provide opportunities regardless of race, creed, color, religion, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, status as a protected veteran or any other legally protected grounds and will not discriminate on these basis. If you have any accessibility requirements during the recruitment process, please reach out to our HR team at aoda@esentire.com and any accommodation needs will be addressed upon request.
