About Us:
ZeroTek is a rapidly growing company providing the next generation of management platform and Identity Access Management (IAM) solutions for Managed Service Providers (MSP) and Managed Security Service Providers (MSSPs) serving small-to-medium-sized businesses (SMBs). Our software is deeply integrated with Okta and brings its advanced enterprise features to MSPs and their customers with a comprehensive multitenant service platform.

About the opportunity:
The Customer Success Manager (CSM) will play a pivotal role in ensuring our customers achieve their desired outcomes while using ZeroTek’s solutions. The ideal candidate will have a strong background in customer success, with experience in either solution consulting, training or support. This role requires a proactive, customer-centric professional who can build strong relationships, understand customer needs, and deliver effective solutions.

This role is critical to the success of our MSP partners and, by extension, vital to our success.

The position is full-time remote work from home.

Key Responsibilities:

• Act as the primary point of contact for our MSP partners, ensuring their satisfaction and success with ZeroTek’s solutions.
• Develop and maintain strong, long-term relationships with our MSP partners to foster loyalty and retention.
• Understand customer goals and objectives and provide tailored solutions to help them achieve these goals.
• Conduct regular check-ins, reviews, and meetings with customers to ensure they effectively leverage our solutions.
• Provide expert guidance and consulting to customers on best practices, implementation, and optimization of our products/services.
• Lead customer training sessions to ensure users are proficient and confident in using our solutions.
• Collaborate with internal teams, including Support, Professional Services, and Product Development, to address customer needs and feedback.
• Identify opportunities for account growth and work with the wider Customer Success and Communications teams to expand customer engagements.
• Monitor customer health metrics and proactively address any issues or concerns.
• Develop and deliver regular reports on customer success activities, metrics, and outcomes.
• Some travel to industry tradeshows, attend the booth, demo the solution, answer questions, and gather leads.
  
  

Must-have Qualifications:

• 3+ years of experience in a Customer Success Manager or similar role.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal teams.
• Ability to manage multiple projects simultaneously, with strong organization and time management skills.
• Strong problem-solving skills and the ability to think strategically.
• Proficiency in CRM software and other relevant tools.
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.
• Customer-focused mindset with a passion for helping others succeed.
  
  

Nice-to-have Qualifications:

• Bachelor's degree in Business, Marketing, or a related field.
• Proven experience in solution consulting, training or product support.
• Experience working with or in an MSP organization.
• Experience administering Okta, Azure AD, Office 365.
• Experience troubleshooting and administering IAM protocols and technologies (SSO, SAML, OAuth, Federation, SCIM, etc.) such as Okta and Azure AD - ranging from setting up Single Sign-On applications to defining MFA policies and applying cyber security best practices around authentication policies, setting up “Big Bang Federation” apps such as Office 365, Google Workspace, and setting up Lifecycle Management.
• Experience integrating On-Premise Active Directory with Okta and understanding of the various methods by which user profiles can be mastered (Okta Mastered or AD Mastered).
• Experience with the following products: Intune, Duo, Jamf, Addigy, OneLogin
• Experience with MSP tools (RMM, PSA, security tools, password managers, etc.)

Why work here?

Though we’re based in Ottawa, Canada, we serve our global customer base remotely, so in this role, you’ll work from home. We know the importance of staying engaged and connected in a virtual environment, so we’re flexible, open, and highly collaborative

We operate in a relatively flat organizational structure, which allows for more authority and decision-making at the team contributor level. We share goals and objectives, enjoy spirited debates around strategy and tactics, and everyone is accountable for their expected contributions when a decision is made. It’s a fun, respectful, mutually supportive environment where making suggestions and asking for help are always welcome.

As a member of a smaller team, you’ll have the opportunity to grow professionally and personally while significantly impacting the shaping of the company and product. We also offer opportunities for continuous learning and career development, including technical training and certification in Okta.

If you’re interested in what we’re doing and think you might be a good fit for our team, we look forward to hearing from you.