Customer Experience Specialist
Portnox
Customer Service
Austin, TX, USA
Posted on Jan 10, 2025
As a Customer Experience Specialist at Portnox, you will play a pivotal role in driving the success and satisfaction of our biggest customers throughout their entire lifecycle. This is an exciting opportunity to partner with a dynamic team, combining project management, customer success, and strategic account ownership. You will help deliver a world-class experience, from our sales process to ongoing utilization and growth.
We’re seeking a detail-oriented, customer-focused individual who thrives in a fast-paced environment and is eager to help shape the future of customer experience at Portnox.
- Department
- Customer Success
- Employment Type
- Full Time
- Location
- Austin, TX
- Workplace type
- Hybrid
Key Responsibilities
- Customer Journey Ownership: Manage the entire customer lifecycle, from supporting sales in positioning our Elite Services offering to onboarding, utilization, and growth.
- Project Management: Oversee the onboarding of our largest and most strategic accounts, ensuring a seamless and timely process by coordinating with internal technical teams and customer-side stakeholders.
- Strategic Account Management: Act as the subject matter expert (SME) for your assigned accounts. Build and maintain strong, multi-threaded relationships within customer organizations.
- Customer Engagement & Retention: Conduct regular check-ins to ensure customers are fully utilizing the solutions they’ve purchased. Monitor customer health, proactively address concerns, and ensure satisfaction.
- Expansion & Growth: Partner with sales to identify expansion opportunities within existing accounts.
- Collaboration: Work closely with cross-functional teams, including Sales, Product, and Support, to deliver a consistent and cohesive customer experience.
- Customer Insights & Reporting: Maintain and update customer health scores, provide account updates to the executive team, and build reports to inform strategic decision-making.
- Process Optimization: Continuously refine onboarding and customer success processes to improve efficiency and satisfaction.
- Tools & Documentation: Build scripts, create documentation, and track key customer interactions using Salesforce and other CX tools.
Skills, Knowledge, and Expertise
- Experience: 2-5 years in a customer success, customer experience, sales, or account management role, preferably in SaaS or cybersecurity.
- Technical Skills: Familiarity with Salesforce and other customer success tools (e.g., Planhat, or similar) is a strong plus.
- Communication: Exceptional verbal and written communication skills, with the ability to engage with technical and non-technical stakeholders at all levels.
- Organization: Strong project management skills with the ability to juggle multiple priorities while maintaining attention to detail.
- Problem-Solving: Proactive, solutions-oriented mindset with a focus on delivering high-quality results.
- Customer Focus: A customer-centric approach with a passion for ensuring customers achieve their desired outcomes.
- Team Player: A collaborative attitude with the ability to work cross-functionally in a fast-paced, growth-oriented environment.
- Education: Bachelor’s degree or equivalent experience in a related field.
Why Join Us
- Opportunity to make a significant impact on the operations of the company.
- Collaborative and dynamic work environment with opportunities for professional growth and development.
- Competitive compensation and benefits package.
About Portnox
Portnox offers cloud-native network and endpoint security essentials that enable agile, resource-constrained IT teams to proactively address today’s most pressing security challenges: the rapid expansion of enterprise networks, the proliferation of connected device types, and the increased sophistication of cyberattacks.
Hundreds of companies have leveraged Portnox’s award-winning security products to enforce powerful network access, endpoint risk monitoring and remediation policies to strengthen their organizational security posture.
By eliminating the need for any on-premises footprint common among traditional information security systems, Portnox allows companies - no matter their size, geo-distribution, or networking architecture - to deploy, scale, enforce and maintain these security policies with unprecedented ease.