Remote Enterprise Customer Success

Summary

Join OffSec as an Enterprise Customer Success team member and guide new and existing Enterprise accounts through education, setup, and onboarding of our offerings. As a liaison with sales and customer support teams, you will own a portfolio of customers and drive the utilization of our Training Library and training courses.

Responsibilities

• Act as primary contact for Enterprise clients and establish strong partnership with stakeholders within client organizations
• Refer Enterprise clients to sales if the clients intend to purchase more OffSec offerings
• Ensure that client inquiries and issues are dealt with in an efficient manner; inform management and sales representative(s) of any problems that may arise
• Manage adherence to client expectations to ensure they receive the maximum benefit from our training and certification offerings
• Drive early success for our new Enterprise clients and ensure a positive and productive start to a long relationship through specific proactive outbound efforts: account setup and customer onboarding
• Facilitate activities for clients including regular call reviews, training and certification updates, and presentations to clients
• Develop client success plans, identifying business goals and success measures, and driving the achievement of key milestones
• Scheduled account reviews with sales representative on status
• Establish and follow escalation procedures when necessary, ensure resolution and client satisfaction
• Log inbound and outbound inquiries in the ticketing system to ensure accurate reporting of volume and documentation of issues
• Work collaboratively with all peers and stakeholders to influence customer experience improvements