As an Implementation Specialist at Secureframe, you will play a key role in ensuring the success and satisfaction of our clients. You will establish strong relationships with customers, understand their needs, and assist them in configuring our platform. This role reports to the Senior Director of Customer Success and requires close collaboration with executive leadership as well as the Sales, Partnerships, Product Management, and Customer Experience teams.
This role is a fully remote base in Canada.
What You'll Do
- Develop a deep understanding of our product to effectively guide clients through the onboarding process.
- Customize our product to meet the specific needs and requirements of each customer.
- Analyze customer engagement with our product to enhance their usage and satisfaction during the implementation period.
- Serve as the main point of contact for customers post-sale, ensuring a seamless transition to the Customer Success team.
- Collect customer feedback and contribute to the continuous improvement of the implementation process and the Secureframe platform.
- Facilitate seamless migrations for customers transitioning from other platforms to Secureframe.
- Monitor implementation projects to ensure timely delivery, continuously refining processes for greater efficiency and customer satisfaction.
Who We're Looking For
- 1-2 years of experience in a client-facing role, such as technical support, project management, or IT consulting.
- Strong understanding of compliance frameworks (e.g., SOC 2, ISO 27001, HIPAA) is preferred.
- Excellent project management skills, with the ability to handle multiple implementation projects simultaneously.
- Strong empathy for customers and a solution-oriented mindset.
- Outstanding communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical stakeholders.
- Ability to collaborate effectively and balance the needs of both the Secureframe team and our customers.
- Passionate about working in a fast-paced, rapidly changing environment.
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