Mgr, Customer Onboarding

2 months ago

pune, India Qualys Full time

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

Qualys is changing the market by delivering a SaaS platform that solves the most difficult challenges faced by security and IT operations teams, no matter the size and complexity of the organization.Come work for the only company with a closed-loop solution that can detect and block sophisticated threats and patch the underlying vulnerabilities being targeted by cyber attackers – all from one agent and one platform.

We seek a technical manager who will lead the Qualys Customer Onboarding team.The Qualys Customer Onboarding team oversees and manages the onboarding process for Qualys customers.As the manager of the onboarding team, you will manage a team of onboarding specialistswho oversee account setup and implementation, offer product tours, and ensure Qualys applications align with customer goals and values.Key responsibilities include:

Overseeing and managing the customer onboarding process 

Finding solutions for optimizingthe customer onboarding process and collaborating with the team to implement them

Managing, assigning, and conducting onboarding meetings, product tours, company presentations, and product demos

Understanding customer context, overseeing goals, and providing product demos

Educating customers and working with the team to optimize their product setup for the quickest path to success

Enabling customers with the right tools and resources at the right time throughout the process to achieve desired outcomes

Collaborating with the team and creating a process to identify and eliminate roadblocks in the way of customers’ goals

Improving product adoption and customer retention and helping foster positive customer relationships that create a loyal customer base

Providing and collecting feedback on the onboarding process 

Contributing to the building of Customer Onboarding content

We are looking for someone who has experience recruiting,retaining, building, and managing teams of customer support specialists, solutions architects, or similar technical customer success teams.The ideal candidate will be a self-starter who thrives in a fast-paced environment, is willing to roll up their sleeves, drives for success, and has the technical aptitude to support the team in complex and extensive opportunities.

Required skills and experience:

Minimum 2-5 years of experience in customer onboarding, customer service and support, customer success, or similar experiences.

Experience with the Qualys platform as a practitioner, technical seller, sales engineer, subject matter expert, customer support specialist,or customer success architect

Solid understanding and hands-on experience with asset management, patching, vulnerability management, policy compliance and configuration management, cloud and application security, and threat detection

Ability to design onboarding plans that align with customer objectives

Strong analytical and goal-oriented mindset backed by solid project management skills

Working knowledge of popular public cloud services infrastructure offerings such as AWS, GCP, and Azure

Prior experience personallyengaging with Enterprise customers

Strong communicator – written, verbal, and presentation

Excellent emotional intelligence and interpersonal and presentation skills

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