Client Onboarding Specialist

| Austin
Company Description

Founded in 2017, Living Security’s mission is to help prevent cybersecurity breaches with a human risk management solution that does more than meet compliance needs, it also truly changes behavior. Living Security believes empowering people is the key to ending cybersecurity breaches, picking up where traditional security awareness training drops off. Gamified learning and immersive experiences engage and educate users, while the science-backed, tech-enabled platform uniquely provides CISOs the ability to measure training efficacy and program ROI.

Named one of Austin’s Best Places to Work, the Living Security team is composed of 50+ cybersecurity professionals committed to transforming security awareness training as we know it and turning end users into the enterprise’s greatest asset against cybercrime. Living Security is trusted by security-minded organizations like CVS Health, MasterCard, Verizon, MassMutual, Biogen, AmerisourceBergen, Hewlett Packard, JP Morgan, and Target. Learn more at www.livingsecurity.com.

While we take our mission seriously, we have a lot of fun while executing! 

Job Description

Our dream candidate has the hunger to achieve something great. We are looking for someone with a unique combination of drive and experience. Ideally, you will have prior experience in a client-facing role within a startup environment. While experience is important, drive is just as important. You'll join a startup experiencing rapid growth near the start of it all. You'll get as much out of the experience as you put into it. We want someone who will do whatever it takes - not just to help Living Security fix security awareness, but because you are in a hurry to have an impact.

Beyond that, our dream candidate can operate in the chaos of a startup environment by re-prioritizing tasks daily to keep all the balls in the air. We're growing fast, changing fast, and are always short of resources - it'll be your job to manage the ambiguity. 

RESPONSIBILITIES

As a Client Onboarding Specialist (COS), you will refine and leverage customized onboarding and training processes. You will be primarily responsible for the implementation and adoption of our products providing end-to-end technology support and customer service to clients. The COS will also need to perform client service requests such as building and editing client training games to ensure fit with client's security culture and messaging. To achieve this, you will need to collaborate with and help develop cross functional teams to solve customer and operational problems.

As a pivotal contact for new accounts, you will maintain a close relationship and act as a product expert for clients, while serving as a partner to the Account Management team helping to identify account expansion and renewals. You will help deliver accurate metrics, prepare reports to show ROI, as well as internal reports that leverage ROI, NPS, KPIs, & quantitative data to ensure excellence.

In this role, the Onboarding Specialist will report to the Director of Client Operations and be responsible for delighting and supporting the retention of our clients. You will do this by ensuring clients are set up for success with Living Security’s products and empowering them to get the most value from our products and services during the onboarding process. By promoting overall customer satisfaction and product adoption, you will be setting our clients up for long-term success retention, and renewal.

Qualifications

  • Excellent communication and project management skills.
  • Ability to learn quickly and adapt within a fast-paced startup.
  • Translate technical and operational issues and opportunities in business terms and value propositions that ensures collective support for driving long term technical and operational improvements.
  • Be the voice of the customer by providing critical feedback to help improve the overall experience.
  • Identify business outcomes and demonstrate value. Listen and tailor messages for multiple audiences. Deliver empathy for understanding of the perspective of the customer.
  • Ability to incorporate a changing product landscape into a structured onboarding project plan
  • Experience communicating with Fortune 500 clients while being the main point-of-contact for internal and external project management.
  • At ease screen sharing, giving product demos, and walking through presentations
  • A minimum of a Bachelor’s degree is required, ideally in Project Management, Business Administration, Organizational Development and Leadership, Adult Learning and Education.

Additional Information

Perks of Living Security:

  • Open, inclusive, and fun environment
  • Benefits, including medical, dental and vision insurance, short and long term disability, life insurance, 401(k), HSA with employer contribution, FSA
  • Financial Wellness Program/Financial Adviser
  • Competitive salary plus stock options
  • Responsible unlimited PTO policy and paid holidays
  • Some work remote and flex-time options
  • Opportunity to be a part of a company that is revolutionizing the cybersecurity industry
  • Growth opportunities throughout the company

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of ethnicity, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

All your information will be kept confidential according to EEO guidelines.

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • SpringFrameworks
    • HubSpotCRM
    • SalesforceCRM

Location

3595 RR 620S Suite 150, Austin, TX 78738

What are Living Security Perks + Benefits

Culture
Volunteer in local community
One example of giving back to the community since COVID is through our Family First initiative to provide free tools, content and resources – for families, to help keep kids safe online.
Friends outside of work
Eat lunch together
Intracompany committees
Employees are encouraged to collaborate across departments. This is especially true with our newly formed Culture Team and various slack channels for everything from fitness, to pets, to books.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
The leadership team at Living Security is a reflection of the employees. The team is committed improving diversity and inclusion practices for all employees for the moment a position is posted.
Unconscious bias training
Several employees have gone through unconscious bias training and the company is committed to company-wide training in 2021.
Diversity Employee Resource Groups
We have recently established a culture and inclusion team. We are currently mapping out our four areas of impact for the company - giving, engagement, L & D, and team building.
Hiring Practices that Promote Diversity
We are currently improving our hiring practices to further promote diversity. For example: metrics, where we post positions, language in posting, and unconscious biases training.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Employees can contribute up to $2,750 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Starting in Jan 2021, Living Security will be offering a 401(K) retirement plan.
Company Equity
Employee Stock Purchase Plan
Qualified employees are offered stock options at the strike point.
Performance Bonus
Qualified employees can receive a performance bonus.
Child Care & Parental Leave Benefits
Child Care Benefits
The company started providing a dependent care reimbursement when Shelter In Place went into effect in March.
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Currently the entire company is remote, except for those who choose or need to be in the office. We are exploring a remote work program for 2021.
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Paid sick days would fall under our unlimited PTO.
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Parking
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Lunch'n learns are starting in Jan and will be once per month. Topics will include 401(K) and financial sustainability, Courage Conversations, Leadership training, personal branding, and more.
Cross functional training encouraged
Promote from within

Additional Perks + Benefits

Living Security is doubling in size (rapid growth) and leadership is committed to improving with company's perks with this growth.

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