Customer Success & Onboarding Specialist

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

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

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

· Excellent verbal and written communication skills, with an ability to work in a team environment.

· Keen attention to detail.

· 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

· Enjoys interacting with customers and clients, customer first attitude.

“Wow” effect (Nice to have)

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

Non-negotiables

• You take pride in what you do and who you do it with
• You’ve got a spark that drives you - a competitive spirit and a collaborative nature that brings others along with you to win together.
• You bring your A-game - striving to do your best work and work that sets the bar for others.
• We win as a team.
• Bias towards action
• You exemplify Cygnvs values - you’re autonomous, accountable for what you do, and you use these values to drive decisions.