Customer Success And Onboarding

About the job

Our Customer Success & Onboarding specialist will be working on managing and optimizing our customers’ first and ongoing usage of the product. The successful candidate will work with the solutions architects, account management, sales and customer support teams to provide a fulfilling experience to our customers.

Your Responsibilities

• Demonstrate and speak to the value proposition and the functionality of our Cygnvs platform.
• Ability to be autonomous to identify, prioritize, and solution problems.
• Analyze customer functional requirements and propose the most suitable strategy to be used.
• Provide day-to-day product/technical support to end users.
• Coach and mentor customers as they learn to implement our Incident Response Platform.
• Build, manage, and optimize our customer onboarding experience – the goal is platform adoption.
• Work closely with product and engineering team to efficiently resolve complex issues including bug fixes, product feature requests, etc.
• A large portion of our customer base are located in the US, so working during the US time zone on a shift basis is required.
• Handle both outbound and inbound customer adoption.
• Provide feedback to senior leadership and product team on feature requirements, value proposition and competitive data.
• Manage the customer use case, ensuring the customer has a plan.
• Provide technical problem resolution to complex issues.
• Support the successful delivery of projects by providing technical direction and guidance and coordinating development oversight.

Our Ideal Candidate

• Bachelor’s degree or equivalent
• At least 3-4 years as an Onboarding Specialist, Customer Support, Sales Engineer, Solution Consultant, or related field in the SaaS and/or enterprise software industry
• Able to clearly and concisely articulate technology and product positioning to both business and technical users (Proactively connecting the dots for our prospects and clients)
• Comfortable with SaaS technology and data. Previous experience with customer retention and upsell is a PLUS
• Excellent verbal and written communication skills, with an ability to work in a team environment.
• Enjoys interacting with customers and clients, customer first attitude.
• Keen attention to detail.

“Wow” effect (Nice to have)

• Strong analytical and quantitative skills
• Thrive in a startup environment and able to take initiative with limited precedent and supervision.
• Previous Cyber or Security technology experience a plus
• Familiarity with HubSpot, Office 365 & Looker

Non-negotiables

• You bring your A-game - striving to do your best work and work that sets the bar for others.
• We win as a team.
• You exemplify Cygnvs values - you’re autonomous, accountable for what you do, and you use these values to drive decisions.
• You take pride in what you do and who you do it with
• Bias towards action
• We prefer that you be close to or based in Great Toronto Area (GTA).You will be working in a hybrid environment, approx. 2-3 times a week in the office to meet our customers and team.
• You’ve got a spark that drives you - a competitive spirit and a collaborative nature that brings others along with you to win together.