Position: Senior Customer Success Advocate
Location: India (Hybrid or Remote Eligible)
Job Type: Full-time
Job Requisition ID: R003158
Company Overview
Entrust is a leader in identity-centric security solutions, providing a scalable, AI-enabled security platform. With headquarters in Minnesota, we offer our colleagues the opportunity to work globally in a flexible and collaborative environment. Our team is dedicated to making a significant impact across various sectors, serving government agencies, enterprises, and financial institutions in over 150 countries.
Our Commitment
At Entrust, we believe in the power of diversity and inclusion. We aim to create an environment where all voices are heard, and individuals can be their authentic selves. We provide training on unconscious bias, support global affinity groups, and encourage respect for all identities.
Position Overview
We are seeking a Senior Customer Success Advocate who will play a pivotal role in nurturing and retaining our smaller global accounts. This position involves engaging virtually with customers across various industries, delivering success programs, and providing expert guidance on the Onfido platform. You will collaborate with other teams, including product leaders, Success Managers, and Sales, to ensure our customers derive maximum value from their investments.
Key Responsibilities
- Virtual Coaching: Deliver expert coaching to educate customers on achieving business value through Onfido.
- Knowledge Sharing: Create knowledge base articles and share best practices to empower customers.
- Value Realization: Understand customer objectives, set measurable targets, and help achieve desired outcomes.
- Tailored Insights: Provide tailored advice to maximize ROI and highlight additional Onfido products and features.
- Customer Engagement: Use relatable customer stories and use cases to showcase the impact of success engagements.
- Performance Monitoring: Track customer performance metrics, identify potential issues, and propose action plans.
- Onboarding Support: Work with the Onboarding team to ensure a smooth integration and change management process.
- Cross-Functional Collaboration: Partner with various teams to translate business needs into solutions for customers.
- Feedback Solicitation: Engage with customers to identify ways to improve and expand usage while soliciting feedback on our offerings.
- Risk Identification: Proactively identify risk areas and customer expectations that could impact success.
- Product Expertise: Develop deep expertise in Onfido's products and competitive offerings.
- Continuous Learning: Commit to ongoing learning through certifications and online resources.
Qualifications and Experience
- Experience: Junior-level experience in Customer Success, Sales Engineering, Technical Account Management, or Professional Services.
- Account Management: Experience managing a portfolio of business with average customer values of $50-$100K and related KPIs such as revenue usage and retention rates.
- Organizational Skills: Ability to manage multiple priorities effectively.
- Technical Knowledge: Familiarity with API and SDK integrations.
- Technology Proficiency: Experience using business intelligence tools and metrics for customer relationship management; familiarity with Gainsight is a plus.
- Product Adoption Understanding: Knowledge of programs that enhance product adoption and customer loyalty.
- Problem-Solving Skills: Good judgment on escalating complex issues or involving technical experts.
- Commercial Acumen: Understanding client challenges in IT development and deployment, especially in the SaaS market.
- Stakeholder Management: Demonstrable skills in managing stakeholders within service providers and customer teams.
- Analytical Skills: Strong data analytical skills.
- Relationship Building: Excellent interpersonal skills, with a positive attitude and patience.
- Project Management: Strong organizational, time management, and project management skills.
- Motivation and Initiative: Self-motivated with a strong sense of urgency and responsiveness.
- Adaptability: Willingness to adapt to change and continuously learn.
Why Join Us?
At Entrust, you will have the opportunity to work in a dynamic and collaborative environment, contribute to meaningful solutions, and grow professionally. If you are passionate about customer success and technology, we would love to hear from you!
For more information about Entrust, visit www.entrust.com and follow us on LinkedIn, Facebook, Instagram, and YouTube. Entrust Corporation is an EOE/AA/Veteran/People with Disabilities employer.
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