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Entrust Customer Success Manager in Melbourne, Australia

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.

As a member of the Entrust Data Protection Solutions Technical Support management team, the Customer Success Manager will report to the Director of Technical Support and be responsible for ensuring globally the successful provision of onboarding and in-market customer support for the Entrust nShield as a Service (nSaaS) product.

The Customer Success Manager will be responsible for assisting the Director of Technical Support in establishing a Customer Success team, formulating policies and procedures and all people management activities for the Customer Success team.

The Customer Success team will be responsible for providing 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 Director of Technical Support immediately 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.

The Customer Success Manager is responsible for ensuring that the team are providing an outstanding level of service to nShield as a Service customers and that their team has access to the necessary training and infrastructure.

Responsibilities:

Take a lead role in all aspects of the nShield as a Service (nSaaS) customer onboarding process, including:

  • Take a lead role in all aspects of the nSaaS customer onboarding process and ensure ongoing customer satisfaction after service go-live

  • Coordinate all customer onboarding activities, liaising with other relevant teams within Entrust, to ensure highest possible levels of customer satisfaction.

  • Responsible for building the Customer Success team from scratch and formulating policies and procedures.

  • Manage nShield as a Service escalations, ensuring a timely resolution and appropriate follow-up activities.

  • Work closely with the rest of the Technical Support management team, to ensure strategic goals are met and high levels of customer satisfaction are maintained.

  • 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.

Basic Qualifications

  • Previous experience of supervising or managing a team.

  • Working knowledge of:

  • TCP/IP networking and routing.

  • Cryptography and key management.

  • Security policies.

  • Helpdesk applications (e.g. Zendesk)

  • Strong understanding of cloud computing concepts.

  • 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 supporting up to 3rd line.

  • 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 Jira, Confluence, MS Office and the ability to learn and utilize support tools and databases.

About Entrust

Entrust keeps the world moving safely by enabling trusted identities, payments and data protection around the globe. Today more than ever, people demand seamless, secure experiences, whether they’re crossing borders, making a purchase, or accessing corporate networks. With our unmatched breadth of digital security and credential issuance solutions, it’s no wonder the world’s most entrusted organizations trust us.

Vaccination for Covid-19 is currently a condition to begin employment with Entrust in the U.S. and Canada, subject to accommodation for qualifying reasons (i.e., medical, religious) and applicable law. If you would like more information about accommodations, contact accommodations@entrust.com .

For US roles, or where applicable: Entrust is an Equal Opportunity, Affirmative Action, Veteran, and People with Disabilities employer.

Recruiter:

James Beck

James.Beck@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.

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