Director Enterprise Account Management

nCustomer Success Onboarding Specialist (CSM) nn nnABOUT THE ROLE nnThe Customer Success Onboarding Specialist will work as a branch of Customer Success in unison with Retention/Account Management and Service Delivery teams on direct contact with Customer accounts. With the guide of the VP of Customer Success the CSM will be responsible for onboarding and training new A-SCEND customers and prospects. Working closely with our Sales, Retention, Integrations and Platform teams, you will use your strong communication skills and technical know-how to engage existing and prospective customers as you help them potentially for the first time – realize the value that A-SCEND brings to their compliance initiatives.  nnThe Onboarding Specialist will actively monitor and manage all account onboarding project status. This includes regular communication with customers to ensure that onboarding is progressing appropriately.  nnOnboarding Specialists must share best practices with others to enhance the quality and efficiency of customer service. Onboarding Specialists provide accurate and timely feedback for purposes of measuring, tracking, and driving continuous service level improvements. The Onboarding Specialist will maintain and expand working knowledge of current A-LIGN solutions and related compliance standards and technologies. nnThe Onboarding Specialist is always expected to represent A-LIGN with the highest level of professionalism, and to mentor others in the group regarding the same. nn nnPAY CLASSIFICATION: Full-Time, Exemptnn nnRESPONSIBILITIESnnSpecific duties include the following: nnnMaintaining a positive A-LIGN representation when speaking with clients nnnnnnPromote a customer first environment at all times.  nnBecome an A-SCEND platform domain expert.  nnUnderstand the goals & objectives of new customers and translate those needs appropriately through the implementation and onboarding process.  nnWork closely with clients and their technical teams to ensure painless onboarding nnTrain clients in software platform basics and provide progressive guidance throughout the implementation and campaign launch process.  nnnnnnTrack and hit key implementation milestones.  nnProvide single point of contact for customer onboarding concerns nnRegularly communicate with assigned accounts, set expectations, and negotiate priorities appropriately nnDevelop highly effective relationships across all A-LIGN departments nnAssist in proactively managing, measuring, and tracking customer feedback to ensure timely resolution nnnnnnEnsure client expectations are regularly met nnAbility to build and maintain strong rapport with client base nnnnn nnMINIMUM QUALIFICATIONSnnBachelors Degree or higher in STEM related field is preferred. nn nnPREFERRED EXPERIENCE nnPreferably, at least two (2) years of experience in customer facing role at a SaaS company and/or one (2) years of experience in professional services/auditing.  Previous knowledge/use of Salesforce is recommended, but not required.  Strong organizational and analytical skills. Attention to detail. Critical thinking and proven complex problem-solving skills required. Customer first mentality; ability to empathize and build customer loyalty.   nn nnSKILLSnnLeadership/Ownership/Accountability: nnnAbility to actively drive problems to resolution nnAbility to own issue resolution, leading to root cause analysis and remediation nnSound decision making and critical thinking skills nnCoachability nnnnnnAbility to meet deadlines and follow oral and written instructions nnOrganization and prioritization skills nnnnn nnCommunication skills: nnnExcellent written and verbal skills nnnnnnStrong interpersonal skills to interact with clients, management, and peers nnEffective cross-department communication nnDocument and communicate resolution and action plans nnThe ability to contribute to a team environment with a high degree of professionalism and skill. nnAbility to work individually as well as part of a team nnnnnnOutgoing personality nnCoachability nnnnn nnTechnical skills: nnnHigh-level technical skills related to onboarding customers to a SaaS platform nnnnnnKnowledge of support tools and ticketing/documentation systems nnExperience supporting initiatives associated with multiple clients is preferred nnnnn nnThis position requires some technical, customer service and rapport building abilities, strong analytical and problem-solving skills, a high level of professionalism, the ability to multi-task, strong attention to detail and self-motivation. The candidate will ideally have 2+ years experience in progressively responsible roles relating to cybersecurity or compliance services delivery. nn nnBENEFITSnnn* Health, Vision, Dentalnn* 401k Employer Matchingnn* Vacation Bonusnn* Parking Allowancenn* Short Term Disabilitynn* Long Term Disabilitynn* Life Insurancenn* TSA Precheck Reimbursementnn* Flu Shot Reimbursementnn* Flexible Paid Time Offnnnnn nnABOUT A-LIGNnnA-LIGN is a technology-enabled security and compliance partner trusted by more than 2,400 global organizations to confidently mitigate cybersecurity risks. We work with small businesses to global enterprises with services spanning across SOC, Penetration Testing, PCI DSS, HITRUST, ISO and privacy compliance. Our proprietary compliance management platform is transforming the compliance experience by enabling an anytime, anywhere approach to audits. For more information, visit www.A-LIGN.com.nn nnCOME WORK FOR A-LIGN!nnApply online today at A-LIGN.com!nnA-LIGN is an Equal Opportunity Employer! Minorities, women, disabled, and veterans encouraged to apply!nn  nn#Salary and compensationn No salary data published by company so we estimated salary based on similar jobs related to SaaS and Salesforce jobs that are similar:nn $65,000 $115,000/yearn
nn#Benefitsn 401(k)nn Paid time offnn
nn#LocationnTampa, Florida, United States

Tagged as: customer service, Full-Time, Salesforce