Job Description:

As a Customer Onboarding Specialist and Customer Success Advisor, you will join a team of experienced, creative and motivated people who are driving customer satisfaction, onboarding customers to effectively use their purchased products, and partner with our customers to become an extension of their team. 

You will be responsible for ensuring high levels of satisfaction, driving early adoption, and establishing a foundation for the customers use of BitSight products. You will work closely with our sales team to establish the foundation for a customers BitSight program, identify up-sell opportunities and flag renewal risks. You will be partnered with our Customer Success/Account Management teams and have the opportunity to work cross-functionally with other BitSight teams such as support, product management, technical research and data science. 

You may also work as an extension of our clients’ businesses, ensuring that they’re getting maximum value from our platform. Leveraging a deep understanding of functionality and best practice workflows, both of which you’ll receive focused training on, you’ll work directly with clients to optimize their setup and experience. Once optimally configured, you’ll work as an extension of their staff, often program managing their BitSight program or working directly with 3rd party vendors to remediate critical threats.

Responsibilities:

• Learn to be a power user of BitSight products, capabilities and services
• Primary point of contact for driving deployment/implementation plans over the course of 60 to 120 days to onboard a customer team
• Support our customers and partners in their efforts to deploy and operationalize the BitSight platform and API
• Partner with sales to identify and document customer goals, their metrics for success, any renewal concerns or up-sell opportunities
• Collaborate and organize both customer personnel and in-house resources to troubleshoot and resolve issues 
• Teach methods of best practice in product deployment, and proactively alert customers of any impending issues as they are being set up for success
• Conduct a business review for top accounts as a close-out for an onboarding plan
• Collect feedback and work with Product Management to solve product issues
• Positively impact customer account and health metrics such as; log-in rates, product consumption, renewal confidence, customer satisfaction, and engagement
• Document interactions, risks, and successes for both customers and internal audiences
• Develop materials and presentations for all level training and reporting
• Set recommended actions and provide regular updates on the status of active issues, during deployment, to all stakeholders both external and internal
• Proactively review customer dashboards, address any open issues, and ensure completion of Onboarding Plans
• Responding to internal and external calls and emails in a timely and professional manner.
• Research, and lead ways to improve team processes and procedures. 
• Directly support & operate clients’ BitSight programs, as co-defined by you and the client
• Manage clients’ businesses to Key Performance Indicators established by their leadership - Ensure that the BitSight platform is being leveraged and appropriately aligned to support achievement of business goals.  

Requirements

• Strong verbal, written, and interpersonal skills, as well as excellent planning and organizational skills
• 3+ years of post-sales experience, engaging with customers for training/implementation
• Experience with common customer success tools like salesforce.com and Gainsight
• Must have experience working with sales and customer facing teams
• Must be coachable and willing to actively seek constructive feedback
• Experience in project management with an ability to take charge when managing multiple projects to completion
• Ability to adapt from the plan in order to troubleshoot and solve customer issues independently
• Security or risk management experience preferred
• Strong problem solving skills
• Naturally curious and has the aptitude to continuously learn
• Proven track record for providing high levels of customer satisfaction.