Customer Success Specialist

Career Growth, Flexibility and Collaboration! Entrust is dedicated to securing a world in motion by enabling trusted identities, payments, and data protection around the globe. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment. Our team makes an impact!! The Company: Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust’s technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers. We Believe: Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard. From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another. And, of course, to be themselves. Customer Success Specialist (Americas) Position Overview: As a member of the Entrust Data Protection Solutions Customer Success team, the Customer Success Specialist will report to the Customer Success Manager and be responsible for ensuring the successful provision of onboarding and in-market customer support for the Entrust nShield as a Service (nSaaS) product. The Customer Success Specialist will be responsible for assisting the Customer Success Manager in delivering a world class service to new and existing nShield as a Service customers and a seamless experience from point of sale to go-live and then handover to mainstream support. They will apprise the Customer Success Manager of Critical customer issues, assist in the coordination and delivery of weekly metrics reports and be available to work on other Customer Success related projects as directed by the Director of Technical Support or Customer Success Manager. Responsibilities: Take a role in all aspects of the nSaaS customer onboarding process, as directed by the Customer Success Manager, including: Schedules and runs all external customer deployment calls Responsible for all deployment communications to customer Coordinates all work requests, collaborates with Entrust/CSI/DPS teams including network, operations SE, PS, PMG Ensures on-time delivery of all nSaaS service components Single point of post-sale contact for customer during on-boarding process Assist customer to complete on-boarding forms Assist customer with connection and network configuration tasks Liaise with internal teams (Sales, Sales Engineers, network and data centre) during planning and set up Work with Operations team on scheduling and delivery of all components of the service and ensure those commitments are being met Ensure ongoing customer satisfaction after service go-live: Formal hand over to Tech Support (once set up complete) Act as ongoing named contact for escalations, etc. Assist in management of customer escalations, working with customer, Tech Support and datacentre teams to resolve Co-ordinate Root Cause Analysis following an outage Assist in co-ordination of customer reporting Contribute to bi-weekly internal deployment sync call Work with Customer Success Manager, Director of Tech Support and Product Management on ongoing service and process improvements Assist Customer Success Manager in providing on-boarding and ongoing tech support metrics to Product Management and Technical Support management teams Key tasks: Coordinate all customer onboarding activities, liaising with other relevant teams within Entrust, to ensure highest possible levels of customer satisfaction. Coordinate hand over to Tech Support, after onboarding is completed. Manage nShield as a Service escalation, ensuring a timely resolution and appropriate follow-up activities. Ensure a coordinated approach to all Customer Success tasks. Attend and contribute to nSaaS Team meetings. Ensure nSaaS customers are receiving an excellent level of support and service from the team, addressing any bad feedback or negative comments from customers appropriately. Prepare scheduled service reports for nSaaS customers. Basic Qualifications: Technically savvy and able to recognize problems and find solutions. Strong interpersonal skills and the ability to communicate at all levels in the spoken and written word, in English Experience working in a customer facing technical role Strong customer focus, self-motivation and the flexibility to work outside core hours and the ability to work under pressure are vital. Functional use of MS Office; Outlook, Word, Excel, PowerPoint and the ability to learn and utilize support tools and databases. Experience of acting as an initial escalation point for complex customer problems. Must be able to lawfully work in the US Why Should You Apply? Leader in the security industry Friendly, supportive & knowledgeable teams Opportunities for on-the-job training You’ll help secure identities! About Entrust Our growing company relies on curious, dedicated and innovative colleagues to anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers. Each year, our solutions secure billions of transactions — and every day, our technologies issue and manage more than 10 million secure identities. How do we do all of this? Together.Join us. Together we’ll create solutions for a more connected, mobile and secure life. For more information, visit http://www.entrust.com/. Follow us on Twitter, YouTube and LinkedIn. NO AGENCIES, NO RELOCATION #LI-GR1 Vaccination for Covid-19 is currently a condition of employment for field service roles in the U.S., subject to accommodation for qualifying reasons (i.e., medical, religious, etc.) under applicable law. If you would like more information about accommodations, contact accommodations@entrust.com. For US roles, or where applicable: Entrust is an EEO/AA/Disabled/Veterans Employer Recruiter: Grace Rusingiza Grace.Rusingiza@entrust.com Entrust is dedicated to securing a world in motion by enabling trusted identities, payments, and data protection. Today more than ever, people demand seamless, secure experiences, whether they’re crossing borders, making a purchase, accessing e-government services, or logging into corporate networks. Entrust offers an unmatched breadth of digital security and credential issuance solutions at the very heart of all these interactions. With more than 2,500 colleagues, a network of global partners, and customers in over 150 countries, it’s no wonder the world’s most entrusted organizations trust us.