Job Description
GoSecure is recognized as a leader and innovator in cybersecurity solutions. The company is the first and only to integrate an Endpoint and Network threat detection platform, Managed Detection and Response services, and Cloud/SaaS delivery. Together, these capabilities provide the most effective response to the increased sophistication of continuously evolving malware and malicious insiders that target people, processes and systems. With focus on innovation quality, integrity, and respect, GoSecure has become the trusted provider of cybersecurity products and services to organizations of all sizes, across all industries globally. To learn more, please visit: https://www.gosecure.net.
GoSecure offers a creative and challenging work environment, a competitive benefit package, and a great atmosphere to foster career growth. Come put your career on the leading-edge and bring your talents to a much sought-after high growth opportunity in technology- GoSecure!
Summary
The Cybersecurity Customer Success Specialist is a member of the Global Services team. This role ensures positive client experience through high quality support services and effective communication.
As a key member of the team, you will help craft our customer-success strategies, building strong relationships with customers and collaborating with cross-functional teams to deliver excellent customer experiences. Ideally, you are passionate about using analytical skills to identify problems, find solutions, and improve relationships.
Duties and Responsibilities
- Build and maintain relationships as a trusted advisor to help ensure clients recognize the value of our products and services.
- Assist to resolve complex client issues through incident recognition, research, resolution, escalation, and continuous follow-up.
- Facilitate communications between internal and client staff to ensure that all points of action, client initiatives, and concerns are resolved to the satisfaction of clients.
- Gather feedback from clients on services and expectations that in turn will help prioritize any potential areas of improvement.
- Collaborate closely between internal and client PMO teams ensuring efficient and effective Services onboarding projects.
- Develop reporting methods based on client needs.
- Provide administrative support to sales team members as required.
- Communicate effectively with both internal leadership and client teams to better understand client needs and maximize retention and growth.
- Other duties as required.
Requirements and Experience
- 2-3 years of relevant customer service experience.
- Bachelor’s degree in Computer Science or a related field and/or equivalent education/experience.
- Working knowledge of Linux, Windows, and iOS, including CLI for each; MS Office Suite.
- Exceptional ability to multitask and attention to detail.
- Ability to work independently and in a collaborative team environment.
- Excellent written and verbal communication skills in both French and English
- Energetic and positive attitude.
- Relevant certifications are considered a plus.
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