Customer Success OnBoarding Specialist

Success · Boise, Idaho
Department Success
Employment Type Full-Time
Minimum Experience Entry-level

PlexTrac, Inc. is a cybersecurity company on a mission to empower security teams to identify and eliminate the biggest threats to their environments. The PlexTrac platform enables the automated reporting and tracking of cybersecurity risks and allows for enhanced collaboration across the enterprise. PlexTrac takes purple teaming to the next level and is changing the paradigm around continuous security assessment and validation. This innovative approach has allowed PlexTrac to gain significant traction among companies and teams of all sizes, including several of the Fortune 500.

 

Having recently closed a $10 million Series A funding round, PlexTrac is poised for exponential growth and is seeking top notch talent for strategic roles to join the team. Candidates interested in leveraging extensive professional experience to build innovative programs around a new concept in the cybersecurity market and who love working in a fast-paced, energetic start-up environment should apply!

 

PlexTrac Mission and Culture is to empower teams to win the right cybersecurity battles. PlexTrac is culturally a mission-oriented organization, by which we mean that we seek to make the lives of our customers better knowing that their improved efficiency and effectiveness has a direct impact on the security of our world. Likewise, we seek to improve the lives of our employees by creating a workplace in which they can flourish professionally and personally. We are flexible, creative, collaborative, detail oriented, humble, hard workers who practice what we preach. Those attributes in our team members lead to and are rewarded with a fast-paced, never boring, fun loving work environment — whether we are physically or virtually present with one another.

 

Our core values describe us as humans and leaning into them is how we define success.

  • Integrity with accountability
  • Transparency
  • Service drives profits
  • Aggressive innovation
  • Positively impact people

 

PlexTrac’s partners entrust the most critical aspects of their information security workflows to our platform. This includes data collection, data refinement, report preparation, quality assurance, report delivery and metrics generation. Our clients realize the greatest value when all of these workflow phases are rapidly adopted, and we experience the greatest risk to client health when full adoption is delayed.


As a Customer Success Onboarding Specialist, you will assess the unique requirements of each partner to develop a customized roadmap to collaboratively guide through all phases of the client onboarding journey. This includes milestones such as provisioning, training, professional services and coordination of any contractual development requirements. The Customer Success Onboarding Specialist will provide overall project management, providing some services directly while collaborating cross-functionally with Professional Services, Product and Engineering to provide a world-class client onboarding experience as rapidly as possible.


In this role, you will be the primary Point of Contact with partner Project Managers, responsible for defining and tracking deliverables required from both parties. As the Customer Success Onboarding Specialist you will foster trust by meeting agreed-upon timelines and by demonstrating credibility with your knowledge of industry-standard information security products and services. As an acting advocate for the partner and their requirements, this role will also provide honest communications in response to feature request/roadmap decisions, fostering at all times a cordial relationship providing value to our partners' time investment in the onboarding process.


Key Responsibilities 

  • Collaborative generation of an onboarding roadmap that clearly defines the criteria for a fully successful implementation and the steps and milestones required to realize this vision.
  • Identification of unique deployment considerations such as regional data hosting requirements, technical integrations (ticketing systems, SMTP servers, IAM providers), test environments, etc.).
  • Identification and prioritization of requirements unique to particular partner teams (Pentesting, Strategic Advisory Services, Incident Response, etc.).
  • Coordination and collaboration with Professional Services to ensure timely delivery of custom ancillary products.
  • Tracking and delivery of development commitments, to include:
    • Acting as primary liaison between the partner and PlexTrac engineering.
    • Testing of pre-release code to evaluate for functional adequacy and quality.
    • Demonstration of design and early-stage code to the partner to solicit feedback and demonstrate progress.
  • Refinement of partner post-contract feature requests.
  • Evaluation of the impact of these requests on partner implementation and overall client health; objective communication with Product Development and Engineering of evaluation results.
  • Provision of live, tiered platform training to partner teams.
  • Performance of recurring check-ins with partners throughout the onboarding journey.
  • Coordination of milestone-based marketing efforts with the Marketing team, such as press releases, user stories and case studies in accordance with partner agreements.
  • Evaluation and documentation of milestone achievement, to include determination of when the client relationship is ready for handoff to an Account Manager.


Preferred Qualifications

  • 2-3 years of experience in the information security industry in a capacity that provides:
    • Familiarity with the services performed by various information security such as vulnerability management, penetration testing, framework-based assessments (e.g. NIST family, ISO 27001, CIS, PCI, etc), incident response, etc.
    • Ability to communicate using terminology commonplace in the information security industry.
    • Familiarity with classes of technical tools used in information security, such as network vulnerability scanners, application security scanners, command and control frameworks, network and host sensors, SIEMs, etc.
  • 1-2 years in a customer-facing position such as support, training or professional services.
  • Strong oral and written communication skills.
  • Strong attention to detail as manifested in a history of timely and accurate records maintenance to support project tracking and metrics generation.
  • Basic to moderate experience using ticketing and CRM tools; Jira and SalesForce-specific experience is a plus.
  • Active listening skills, with demonstrated experience in collaboratively helping partners refine their use case requirements and product desires.
  • Ability to learn basic Jinja2 coding to a level that will allow troubleshooting of products provided by our Professional Services team.
  • Experience working in a SaaS organization that utilizes agile-based product and development strategies.
  • Technical experience with the Linux command line and Docker is a strong plus.
  • An ideal candidate will have a passion for information security, and will find joy in representing PlexTrac, while taking advantage of learning opportunities at industry conventions such as RSA, Black Hat, DEFCON, regional B-Sides gatherings, etc.


Benefits

  • Competitive wellness benefits including Medical, Dental, Vision; 100% employer paid for employee only!
  • Flexible work schedule - WFH, WFO
  • Flexible Time Off
  • World Class Culture

 

PlexTrac provides equal employment opportunities to all applicants for employment without regard to race, color, creed, ancestry, national origin, citizenship, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, religion, age, disability, genetic information, service in the military, or any other characteristic protected by applicable federal, state, or local laws and ordinances.

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  • Location
    Boise, Idaho
  • Department
    Success
  • Employment Type
    Full-Time
  • Minimum Experience
    Entry-level