Remote Enterprise Care & Success Specialist

PLP Group; Northern (KY); Hybrid; USD 55,000 - 85,000; Full time

Job summary

OffSec is seeking an Enterprise Care Specialist to guide Enterprise accounts through education, setup, and onboarding of our offerings. You will serve as a liaison with sales and customer support, owning a portfolio of customers and their subscription health to drive utilization of our Training Library and courses.

You will collaborate with cross-functional teams to ensure onboarding success, manage client expectations, and drive proactive engagement with Enterprise clients across the lifecycle.

Qualifications

• Bachelor’s degree or equivalent.
• 2–5 years in a customer-facing support role, ideally working with enterprise corporate or government clients.
• Excellent organization, project management, and time management skills.
• Superior verbal and written communication skills.
• Exhibit exceptional interpersonal skills and professionalism.
• Ability to learn new technology quickly and efficiently.
• Ability to work in a fast-paced environment, meeting deadlines and managing multiple clients at a time.
• High attention to detail and analytical mindset.
• Strong administrative skills with experience managing documentation, trackers, and operational workflows.

Responsibilities

• Act as primary contact for Enterprise clients and establish strong partnership with stakeholders within client organizations.
• Refer Enterprise clients to sales if the clients intend to purchase more OffSec offerings.
• Ensure that client inquiries and issues are dealt with in an efficient manner; inform management and sales representative(s) of any problems that may arise.
• Manage adherence to client expectations to ensure they receive the maximum benefit from our training and certification offerings.
• Drive early success for our new Enterprise clients and ensure a positive and productive start to a long relationship through specific proactive outbound efforts: account setup and customer onboarding.
• Facilitate activities for clients including regular call reviews, training and certification updates, and presentations to clients.
• Develop client success plans, identifying business goals and success measures, and driving the achievement of key milestones.
• Scheduled account reviews with sales representative on status.
• Establish and follow escalation procedures when necessary, ensure resolution and client satisfaction.
• Log inbound and outbound inquiries in the ticketing system to ensure accurate reporting of volume and documentation of issues.
• Work collaboratively with all peers and stakeholders to influence customer experience improvements.
• Other duties as assigned.

Skills

Verbal communication

Written communication

Project management

Time management

Interpersonal skills

Fast learner

Attention to detail

Analytical mindset

Multi-client handling

Education

Bachelor's degree or equivalent

Tools

Google Sheets

CRM software

Ticketing system

Job description

OffSec is seeking an Enterprise Care Specialist to guide Enterprise accounts through education, setup, and onboarding of our offerings. You will serve as a liaison with sales and customer support, owning a portfolio of customers and their subscription health to drive utilization of our Training Library and courses.

You will collaborate with cross-functional teams to ensure onboarding success, manage client expectations, and drive proactive engagement with Enterprise clients across the lifecycle.