Enterprise IT Support Specialist
hace 1 día
At JumpCloud, we are committed to delivering a world-class customer experience by centralizing management of user identities and devices. As an Enterprise IT Support Specialist, you will play a critical role in achieving this goal.
About the Role
We are seeking a highly skilled and experienced individual to join our team as an Enterprise IT Support Specialist. In this role, you will be responsible for partnering closely with sales, support, product, and engineering teams to deliver exceptional customer service. Your primary focus will be on overseeing customer onboarding, working with customer stakeholders to achieve critical IT objectives in a timely fashion.
Your Key Responsibilities
- Understand customer requirements, challenges, and business outcomes they expect from their investment
- Craft Success Plans that include agreed-upon scope, metrics, onboarding, and adoption plans, along with clear timelines
- Monitor customer health and proactively identify issues by engaging all available resources to resolve the issue and strategically mitigate risk
- Act as the main escalation point for business and technical issues, providing centralized and dedicated ownership within JumpCloud
- Identify expansion opportunities by understanding customer needs and partner with Account Managers to drive expansion opportunities
- Maintain an understanding of JumpCloud products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs
- Maintain quantitative and qualitative value that clearly indicates a customer's return on investment
- Conduct business reviews to drive executive engagement by summarizing business value and future growth strategy
- Maintain expertise in the JumpCloud platform product capabilities and how our solutions solve customer IT needs
Requirements and Qualifications
To be successful in this role, you will need:
- Minimum 3 years of customer-facing experience at a SaaS company
- Fluent English speaking skills (Spanish language skills are a plus)
- Technical acumen in the field of IT preferred (i.e., User Access Management, authentication, device management, MDM, security, system administration, etc.)
- Strong organizational skills with the ability to manage several tasks in parallel
- Outstanding verbal & written communications and strong listening skills, particularly in the technical IT environment
- Learning mindset that is always curious
- Excellent problem-solving, multi-tasking, time management, and organizational skills, with strong attention to detail
- Bachelor's degree or equivalent experience
Why Join Us?
We offer a competitive salary of $120,000 - $180,000 per year, depending on your level of experience and qualifications. Additionally, you will have access to a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
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