Senior Customer Success Advocate

Career Growth, Flexibility and Collaboration!

Entrust is an innovative leader in identity-centric security solutions, providing an integrated platform of scalable, AI-enabled security offerings. 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.

Position Overview:  

We’re looking for a dynamic Senior Customer Success Advocate to grow, nurture and retain

our smaller global accounts, enabling customer value realisation at scale. You will virtually

engage with customers across multiple industry segments, delivering success programs and

offering expert guidance to Onfido customers. You will partner with other Onfido teams, product

leaders, Success Managers and Sales to understand the accounts and how best to help your

customers. This team plays a crucial role in providing the right recommendation at the right time.

In doing so, you’ll help maximise partnership and revenue opportunities for Onfido.

The Senior Customer Success Advocate will be ultimately accountable for customers’ usage of the product and realisation of value from their investment. The ideal candidate is organised and passionate about Customer Success. You’ll really enjoy presenting and engaging an audience virtually. You are naturally curious about technology and with a flair to understand customers’ pain points and business

challenges. Using your expert knowledge and communication skills, you deliver value-based

outcomes for our customers.

Responsibilities:

·Deliver virtual expert coaching engagements to educate and empower our customers to achieve business value through Onfido

·Share your expertise and best practices; Create Knowledge base articles

·Understand customer value drivers, objectives, set measurable targets, and help customers achieve their desired outcomes

·Offer tailored advice and insights to the customer in order to help them maximise current ROI and make them aware of the added value of other Onfido products, services and features

·Share customer stories and use cases they can relate to, to showcase the value and impact of Success engagements

·Monitor customer performance metrics, uncover customer issues, identify risks of adoption /consumption, and provide a tailored plan of action

·Together with our Onboarding team, ensure a smooth client onboarding, change management and integration phase

·Partner closely with cross-functional team members (account executive, renewals, and product teams) to translate business needs and product requirements into new solutions for customers

·Engage in open dialogue with customers regarding ways to improve and expand consumption, and to solicit feedback in order to improve our product and service offerings

·Proactively identify risk areas, scope and customer expectations that could impact customer success

·Develop deep product and subject matter expertise, with the ability to apply and position technical knowledge related to the Onfido platform and competitor offerings

·Commit to continuous learning through certifications and online learning 

Qualifications & Experience

·Junior level prior experience in Customer Success/ Sales Engineering/Technical Account Management / Professional Services or similar

·Experience of managing a book of business with average customer value of $50-$100K along with quarterly KPIs such as revenue usage and retention rates

·Ability to organise and manage multiple and competing priorities

·Has working knowledge about API and SDk integrations.

·Experience using technology, business intelligence tools, metrics and reporting to manage a customer relationship; Gainsight is a plus

·An understanding of programs that help drive product adoption, growth, customer loyalty, and customer retention

·Good judgement on when to escalate a complex issue, or when to bring in technical or subject matter expertise

·Good commercial business and technical acumen, understanding client challenges with IT development and deployment, especially in the SaaS market

·A business solutions focus, with emphasis on helping customers meet business outcomes

·Demonstrable stakeholder management skills, both within service providers and customer teams

·Evidence of good data analytical skills

·Patience, positive attitude, and strong relationship-building skills

·Strong organisation, time management and project management skills

·Strong sense of urgency and responsiveness

·Strong self-motivation with a demonstrated ability to take initiative; enthusiasm to learn and upskill

·Adaptability to change

About Entrust

Entrust is an innovative leader in identity-centric security solutions, providing an integrated platform of scalable, AI-enabled security offerings. We enable organizations to safeguard their operations, evolve without compromise, and protect their interactions in an interconnected world – so they can transform their businesses with confidence. Entrust supports customers in 150+ countries and works with a global partner network, we are trusted by the world most trusted organizations.

For more information, visit www.entrust.com.  Follow us on, LinkedIn, Facebook, Instagram, and YouTube

Entrust Corporation is an EOE/AA/Veteran/People with Disabilities employer.

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For US roles, or where applicable:

Entrust is an EEO/AA/Disabled/Veterans Employer

For Canadian roles, or where applicable:

Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities.

If you require an accommodation, contact accessibility@entrust.com.

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