Client Services Onboarding Coordinator

Summary

The Client Services Onboarding Coordinator serves as the primary liaison between GoSecure's clients and our specialized Engineering, Operations, and Service Delivery teams. This individual is responsible for coordinating and structuring the deployment of GoSecure's managed security services and ensuring that clients are onboarded efficiently and successfully.

The responsibilities of this role are primarily focused on the deployment phase and complex service transitions. These projects typically span approximately three months. The successful candidate will bridge the gap between the client's IT infrastructure and security teams and GoSecure's internal teams. They will oversee deployment activities and ensure clear communication to facilitate a smooth transition to active monitoring.

Duties and responsibilities

Client Deployment and Coordination

• Deployment Coordination

Coordinate the onboarding and deployment of new clients following contract signature, from project kickoff through service activation and validation.

• Cross-Functional Liaison

Act as the primary technical coordination point between clients and internal teams to manage dependencies, data collection requirements, and the resolution of deployment blockers.

• Scope and Expectations Management

Manage client expectations regarding technical prerequisites, deployment timelines, and service activation milestones.

• Internal Collaboration

Work closely with Account Managers and the Finance team to define service activation parameters, validate contractual deliverables, and confirm billing requirements following a successful deployment.

Service Delivery and Operational Processes

• Deployment Tracking

Develop and maintain structured deployment plans, configuration and risk tracking registers, and technical status reports.

• Service Delivery Lifecycle Management

Oversee managed service deployments throughout the delivery lifecycle, ensuring accurate operational documentation, standardized communications, and effective handoff to the SOC teams responsible for ongoing monitoring.

• Adoption and Best Practices

Support initial deployments and guide client IT teams in applying GoSecure deployment best practices to maximize visibility across their environments.

Continuous Improvement

• Metrics and Reporting

Track deployment progress, time-to-service activation, early customer value indicators, and initial customer satisfaction metrics.

• Process Improvement

Identify bottlenecks in data collection and deployment processes, and collaborate with Engineering teams to improve internal automation, documentation, and delivery quality.

Qualifications

Relevant Experience

Minimum of two (2) years of experience in project management, account management, customer service, technical project coordination, or a similar role within an IT or cybersecurity environment.

Education

Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field, or an equivalent combination of practical technical training and relevant experience.

Language Skills

Excellent verbal and written communication skills in both French and English are required.

Technical Knowledge

Solid understanding of, or strong interest in, information security concepts, enterprise networking, IT infrastructure, and security technologies, including log collection, endpoint agents, and cloud environments.

Execution and Organizational Skills

Exceptional analytical, organizational, and prioritization skills, with a demonstrated ability to manage multiple complex client deployments simultaneously.

Certifications

Certifications such as CompTIA Security+, Network+, CCNA, or foundational cloud and cybersecurity certifications are highly valued. Project management certifications and methodologies, such as CAPM or PMP, are considered assets when supported by technical experience.

Ideal Profile

The ideal candidate is a technical coordinator who thrives in a structured environment while remaining adaptable to the pace and realities of the cybersecurity industry. They should be equally comfortable discussing timelines, priorities, and project milestones with clients as they are addressing technical dependencies related to log collection, agent deployment, and service integration with internal teams.

This position requires a balanced combination of technical expertise and interpersonal skills. The successful candidate must be able to quickly understand the operational dependencies of an MXDR architecture while demonstrating active listening, diplomacy, clear communication, and strong cross-functional collaboration skills.

Attention to detail, technical curiosity, sound judgment, and strong organizational abilities are essential to delivering a professional, consistent, and secure onboarding experience for clients.

Why choose GoSecure as an employer?

-3 weeks’ vacation, 5 personal days, paid bereavement days

-13 paid holidays

-Group insurance plan: health, dental, vision, disability, life, travel

-Employee assistance program (Dialogue)

-RRSP and matching employer contribution

-Peer recognition program and other awards granted throughout the years

-Company stock options

-Discounts on a variety of merchants

-Young and dynamic team always striving to improve

and much more!