Customer Onboarding Manager (int.Project Manager)

at  GoSecure

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!
GoSecure is an Equal Opportunity Employer committed to hiring a diverse work team (EEO/AA).

SUMMARY

The Project Manager works alongside our IT Security Professionals to help manage customers, quality, budget, and efforts associated with projects related to all our professional services. This role will assist in delivering GoSecure’s services within the agreed upon duration, scope, and constraints while managing stakeholders’ expectations and objectives. This Project Manager role will focus on onboardings and service transitions between new technologies and work closely with our SIEM, SOC, SOC Infrastructure and PMO teams.

The incumbent is responsible for the following:

• Post-sales customer service;
• Planning and overseeing projects throughout their entire lifecycle:
• Initiation;
• Planning;
• Execution;
• Monitoring and control;
• Closure.
• Ensure completeness in a timely fashion and within budget;
• Manage customers’ expectations and ensure customers’ satisfaction with GoSecure services.
• Execute and support deployments and best practices coaching for customers
• Liaise with account managers and accounting team to establish onboarding timeline and deliverables for new clients
• Onboarding of new customers and helping ensure all tasks are completed in a timely manner
• Execute daily customer support tasks including but not limited to deployments, health checks and reporting.
• Track support level and customer satisfaction metrics;
• Ensure the support SLA’s targets are being achieved and exceeded; Identify opportunities to improve metrics and team efficiency based on results of reporting and analytics.
• Develop and maintain project plans, issues log and status reports
• Advocate and monitor customer requests/issues cross-departmentally.
• Develop and implement a centralized system for onboarding documentation and processes
• Develop monthly reporting methods for any assigned client based on clients’ needs and requirements.
• Monitor employee productivity and provide coaching for the Customer Success Team to improve efficiency and effectiveness
• Contributes constructive feedback to management team as part of the performance review process.
• Execute and support deployments and best practices coaching for customers

QUALIFICATIONS

The ideal candidate will have the following qualifications

• Bachelor degree in business administration (BBA) or University degree in Computer Science or college diploma from a related program
• Master degree in business administration (MBA) or Project Management Professional (PMP) certification would be an asset;
• Superior knowledge of English language;
• Knowledge of French language would be an asset;
• 2 years of professional experience in project management or in another relevant domain;
• High interest in learning about cybersecurity topics such as Ethical Hacking, Managed Services, Security Architecture;
• Knowledge of concepts and sensitivity to IS/IT security and network security software and appliances would be an asset.

The following personal abilities are favored at GoSecure:

• Excellent analysis skills;
• Exceptional organizational skills;
• Ability to work independently and handle multiple tasks concurrently;
• Superior verbal and written communication skills in English and French are mandatory;
• Energetic and positive with a “can do” attitude.

The incumbent is responsible for the following:

• Post-sales customer service;
• Planning and overseeing projects throughout their entire lifecycle:
• Initiation;
• Planning;
• Execution;
• Monitoring and control;
• Closure.
• Ensure completeness in a timely fashion and within budget;
• Manage customers’ expectations and ensure customers’ satisfaction with GoSecure services.
• Execute and support deployments and best practices coaching for customers
• Liaise with account managers and accounting team to establish onboarding timeline and deliverables for new clients
• Onboarding of new customers and helping ensure all tasks are completed in a timely manner
• Execute daily customer support tasks including but not limited to deployments, health checks and reporting.
• Track support level and customer satisfaction metrics;
• Ensure the support SLA’s targets are being achieved and exceeded; Identify opportunities to improve metrics and team efficiency based on results of reporting and analytics.
• Develop and maintain project plans, issues log and status reports
• Advocate and monitor customer requests/issues cross-departmentally.
• Develop and implement a centralized system for onboarding documentation and processes
• Develop monthly reporting methods for any assigned client based on clients’ needs and requirements.
• Monitor employee productivity and provide coaching for the Customer Success Team to improve efficiency and effectiveness
• Contributes constructive feedback to management team as part of the performance review process.
• Execute and support deployments and best practices coaching for customer