Sales Engineer & Customer Success Manager

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. At the core of our company culture is the principle of Extreme Ownership:we believe that accountability, initiative, and a solutions-focused mindset drive success at every level of the organization.

Our team members are empowered to take full responsibility not just for their roles but for the broader success of our company and customers. This philosophy encourages proactive problem-solving, cross-functional collaboration, and continuous improvement, allowing each team member to have a tangible impact on strategic initiatives and customer outcomes. We foster a collaborative environment where every individual has the opportunity to make meaningful contributions, learn, and grow.

About the opportunity:

This hybrid role will be responsible for guiding clients from the initial discovery call through successful onboarding, deployment, and long-term growth. You'll work closely with the product and our exceptional technical services team (that provides technical support, professional services and technical guidance) to address clients needs, remove technical barriers and optimize the customer experience for maximum adoption and satisfaction. The ideal candidate will have a strong background in customer success and experience in 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.

Role may require travel within North America to industry tradeshows, duties would include: attend the booth, demo the solution, answer questions, and gather leads.

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:

• Pre-Sales Engagement
  • Conduct discovery calls to understand customer requirements and pain points.
  • Deliver technical demos that showcase the value of our solutions and address specific client needs.
  • Act as a trusted technical advisor during pre-sales conversations to align our offerings with client requirements.
• Sales Engineering
  • Provide technical expertise, helping clients understand integration paths, deployment, and configuration options.
  • Respond to technical inquiries to support the sales process and help close opportunities.
  • Assist in identifying and communicating custom solutions when clients have unique needs.
• Customer Onboarding & Implementation
  • Join a team dedicated to managing the client onboarding process, ensuring a seamless transition from sales to active deployment.
  • Coordinate with clients through initial setup, implementation, and early adoption stages.
• Ongoing Customer Success & Account Management
  • Serve as the primary point of contact for assigned accounts, offering support throughout the client lifecycle.
  • Conduct regular check-ins and strategic reviews and provide proactive recommendations to help customers achieve their goals.
  • Identify and drive upsell and cross-sell opportunities by understanding customer needs and providing relevant product suggestions.
  • Develop and maintain strong, long-term relationships with our MSP partners to foster loyalty and retention.
  • Monitor customer health metrics and proactively address any issues or concerns.
  • Develop and deliver regular reports on customer success activities, metrics, and outcomes.
• Customer Advocacy & Feedback Loop
  • Gather and communicate customer feedback, acting as a bridge between clients and our product development team.
  • Help prioritize feature requests and advocate for enhancements that would improve the customer experience.
  • Identify potential churn risks early and work proactively to address them through personalized support and relationship-building.

Must-have Qualifications:

• 3+ years in either Sales Engineering, Customer Success, or Technical Account Management role in B2B SaaS or related fields.
• Proficiency in CRM software and other relevant tools.
• Strong understanding of SaaS solutions and cloud-based technology stacks; experience with IAM solutions is a strong asset.
• Excellent communication and presentation skills, with the ability to convey technical concepts in a clear, relatable manner.
• Strong problem-solving skills with a proactive approach to handling client challenges.
• Ability to manage multiple accounts, prioritize effectively, and balance proactive and reactive work.
• Customer-focused mindset with a passion for helping others succeed.

Nice-to-have Qualifications:

• Prior experience working with MSPs or in an MSP organization or within a technical services environment.
• Experience with MSP tools (RMM, PSA, security tools, password managers, etc.)
• Experience administering Okta, Entra ID, On Premise Active Directory, Microsoft Office 365.
• Familiarity with identity management, WS-Federation for Office 365, or related enterprise integrations.
• Experience with the following products: Intune, Duo, Jamf, Addigy, OneLogin

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.