Adoption Assurance Analyst

BeyondTrust; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

A global identity security leader is seeking an Adoption Assurance Analyst to ensure successful customer adoption of their solutions. The role involves providing technical support, creating success plans, and collaborating cross-functionally to enhance customer experience. Ideal candidates will have over 3 years in customer success management and strong organizational skills.

Qualifications

• 3+ years' experience in technical presales, account management, or customer success.
• Experience in creating success plans and customer health scoring.
• Strong organizational skills to manage multiple customers.

Responsibilities

• Provide post-sales support for successful customer adoption.
• Create success plans with clear milestones.
• Collaborate with teams to enhance customer experience.

Skills

Technical presales experience

Customer success management

Organizational skills

Communication skills

Proactivity

Tools

Active Directory

Networking Tools

SQL

Salesforce

MS Office

Job description

The Role

An Adoption Assurance Analyst is an energetic and enthusiastic person with a drive to deliver a successful adoption play with BeyondTrust customers. Leveraging internal Customer Success tools and platform, the AAA will be responsible for guiding the customers through the various milestones of their adoption journey (onboarding, implementation, and steady state). Acting as the customer's advocate and liaison, an AAA will primarily focus on ensuring questions, needs, and concerns are satisfied during the first 90 days to provide a well-managed, successful, and positive customer experience.

What You'll Do

• Provide technical and product knowledge support of post-sales activities to ensure successful customer adoption.
• Create a Success Plan including touch points/milestones to map out successful adoption.
• Drive swift, high return on investment (ROI) value for our customers' BeyondTrust purchases, accelerating adoption of our products.
• Cross-collaborate with Sales, Technical Account Management, Customer Success Management, Renewals, and others to ensure BeyondTrust understands our customers and their current state in using our products.
• Work to execute a world-class customer experience using internal tools, templates, and processes.

What You'll Bring

• 3+ years' experience in technical presales, technical account management, professional services, and/or technical customer success management.
• Experience in success plans, and customer health scoring
• Strong organizational skills and the ability to handle multiple customers in a fast-paced environment
• Experience in tracking actions, resolving issues, and de-escalating customer concerns
• Excellent verbal and written communication skills
• Proactivity is a must

Knowledge of the following

• Active Directory and GPO
• Network Topology/Layers
• Networking Tools and Utilities
• AV/Firewall Rules and Policies
• Secure "machine to machine" communications
• Virtualization
• Windows Account Administration
• Security software

Nice to Have

• SQL experience is a plus
• Scripting language experience is a plus
• Cloud technology experience is a plus
• Linux experience is a plus

Nice To Have

• BeyondTrust products
• Cyber Security and Software Trends
• Salesforce
• Gainsight CS and PX
• MS Office

Better Together

Diversity. Inclusion. They're more than just words for us. They are the guiding values of how we build our teams, cultivate leaders, and create a culture where people feel connected.

We take care of our employees so they can take care of our customers. Customers who come from all walks of life just like us. We hire incredible people from diverse backgrounds because when we are different together, we are stronger together.

About Us

BeyondTrust is the global identity security leader protecting Paths to Privilege. Our identity-centric approach goes beyond securing privileges and access, empowering organizations with the most effective solution to manage the entire identity attack surface and neutralize threats, whether from external attacks or insiders.

BeyondTrust is leading the charge in transforming identity security to prevent breaches and limit the blast radius of attacks, while creating a superior customer experience and operational efficiencies. We are trusted by 20,000 customers, including 75 of the Fortune 100, and our global ecosystem of partners.

Learn more at www.beyondtrust.com.