We are eShare
eShare is a leading provider of enterprise software solutions for file sharing and content collaboration with external parties using Microsoft365. We enable organizations to engage their clients, partners and suppliers easily and securely using the productivity tools and workflows users are already familiar with Teams, SharePoint Online, Outlook and OneDrive. Our solutions make customer experience and file-based workflow transformation practical through the easy, secure, and collaborative sharing of essential data with customers, suppliers, and partners.
Join eShare now and be part of the new journey in the secure data collaboration of the global enterprise workforce.
The Role
We are seeking a dynamic and enthusiastic Customer SuccessSpecialist to join our team in Boston MA and play a pivotal role in ensuring our clients' success with our secure collaboration SaaS service. As a CustomerSuccess Specialist, you will be the primary point of contact for our valued customers, helping them maximize the benefits of our platform and providing exceptional support throughout their journey. Your expertise in Microsoft 365, particularly SharePoint, Teams, OneDrive, Microsoft Purview/DLP, and MicrosoftSecurity & Compliance, will be crucial in guiding our clients towards seamless and secure collaboration experiences.
Responsibilities
· Serve as the main point of contact for customers, building strong and trusted relationships to understand their unique needs and objectives.
· Onboard new customers, ensuring a smooth implementation process and providing guidance on platform features and best practices.
· Conduct regular check-ins with customers to assess their satisfaction, address any concerns, and identify opportunities for deeper engagement.
· Collaborate with cross-functional teams including Sales, Product, and Engineering to ensure customers' voices are heard and their requirements are addressed.
· Troubleshoot technical issues and work closely with the technical support team to resolve customer challenges in a timely manner.
· Provide training and educational resources to customers, empowering them to utilize the platform effectively and securely.
· Proactively monitor customer usage and adoption patterns, identifying areas for improvement and providing strategic recommendations.
· Stay up-to-date with industry trends and advancements to provide informed insights to customers regarding secure collaboration practices.
Requirements
· Bachelor's degree in a relevant field or equivalent work experience.
· Proven experience in a customer-facing role such as Customer Success, Account Management, or CustomerSupport.
· Strong proficiency in Microsoft 365suite, including SharePoint, Teams, OneDrive, Microsoft Purview/DLP, andMicrosoft Security & Compliance.
· Knowledge of Microsoft Azure would be beneficial
· Desired proficiency in programming languages like Python, PowerShell, and SQL.
· Exceptional communication and interpersonal skills, with the ability to articulate technical concepts to both technical and non-technical audiences.
· Problem-solving mindset and a proactive approach to addressing customer needs.
· High level of empathy and dedication to ensuring customer satisfaction.
· Strong organizational skills with the ability to manage multiple customer relationships simultaneously.
· Prior experience in the SaaS industry or cybersecurity field is a plus.
· While not a requirement, Boston-based candidates with the ability to work from our Waltham, MA office are preferred.
What’s it like to work at eShare:
Being part of a fast-growing environment that gives employees great opportunities for personal growth, in soft and tech skills, while contributing to the scale-up of the company, towards becoming a leader in the field of cyber security and virtual collaboration.
· Competitive full-time salary.
· Flexible remote working.
· Top-of-the-line tools and equipment.
· Ongoing training and development.
· Comprehensive benefits package including health, dental, and retirement plans.
Equal Opportunity Employer:
We are an equal-opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
If you are passionate about helping organizations securely collaborate and thrive in the digital world, and you possess the technical expertise and customer-centric mindset we're looking for, we'd love to hear from you. Join our team and be part of a mission to revolutionize secure collaboration!
Submit your resume and cover letter to careers@eshare.com