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For over 20 years, Ekinops has been driving innovation in network systems. We provide solutions focused on the needs of communication service providers and enterprises worldwide.
We provide open, trusted and innovative network connectivity and enable our customers' success by delivering high value-added software-driven solutions. Today, over 120 international service providers, including numerous Tier 1 carriers around the world, trust our people and technologies.
Olfeo, a subsidiary of the Ekinops group is a renowned software editor with over 20 years of expertise, we lead the way in delivering innovative cybersecurity solutions. Our platforms secure web access for hundreds of organizations through advanced Security Service Edge (SSE) and Secure Web Gateway (SWG) features.
Role Overview:
As part of Olfeo's Customer Services team, the Customer Success Specialist (CSS) plays a key role in ensuring customers gain maximum value from our Web Gateway (SWG) solutions. You will actively contribute to customer satisfaction, retention and account growth by building trusted relationships, guiding customers in their use of the product, and acting as a strategic partner throughout their lifecycle.
This position collaborates closely with Sales, Marketing, Product Management and R&D.
Duties and Responsibilities:
Customer Relationship Management:
- Build and maintain long-term customer relationships
- Conduct regular touchpoints to understand customer goals and ensure expectations are met
- Act as a primary point of contact for inquiries, guidance and best practices
Proactive Support & Technical Guidance:
- Identify potential issues through technical audits, data analysis and customer feedback
- Recommend optimal product usage, training and additional resources (support, consulting)
- Produce clear technical audit reports and improvement recommendations
Product Education
- Explain new features, updates and best practices to drive product adoption
- Help customers maximize the value of Olfeo solutions
- Feedback & Continuous Improvement
Collect and share customer insights with Product and R&D teams
- Contribute to product enhancement based on real-world use cases
Retention & Upsell Opportunities
- Monitor customer satisfaction and anticipate risks
- Identify opportunities for upsell or cross-sell when relevant
Required Skills:
4 to 5 years of hands-on experience in Networks & Security:
- Strong autonomy, organization and time management
- Excellent communication skills in French and English
- Active listening, empathy and ability to handle dissatisfied customers
- Solid analytical skills and problem-solving mindset
- Fluent in English
Minimum Technical Knowledge:
- Networks & Security
- HTTP/S web traffic
- Encryption principles
- Authentication (LDAP/S, AD)
Recruitment process:
At Ekinops, we believe diversity makes us stronger We hire talents based on skills, experience, and potential—nothing else. No matter your age, gender, background, or abilities, what matters to us is what you bring to the team. Join us and thrive in an inclusive, open-minded workplace where everyone has a voice
2 interviews minimum:
1st interview with our Customer Services & Presales Manager
- a technical test
2nd interview with HR Recruiting Manager
