Customer Service Integration Coordinator

GoSecure is recognized as a leader and innovator in cybersecurity solutions. The organization is the first – and only – to integrate a threat detection platform for endpoints and networks, managed detection and response ('Managed Detection and Response Services') services, and 'Cloud/SaaS' delivery. Together, these capabilities offer the best response to the increased sophistication and evolution of malware and malicious employees targeting people, processes, and systems. By focusing on innovation, quality, respect, and integrity, GoSecure has become a recognized provider of cybersecurity products and services for organizations of all sizes and across all industries. To learn more: https://www.gosecure.net

GoSecure offers a stimulating and creative work environment, competitive social benefits, and a work atmosphere that promotes professional development.

Come put your talent to work for a cutting-edge career and a growing technology industry – GoSecure is a great opportunity!

GoSecure is an employer that promotes equal opportunity and is committed to creating a diverse workforce (EEO/AA).

The Customer Service Integration Coordinator acts as a liaison between GoSecure's clients and our specialized engineering, operations, and service delivery teams. This person is responsible for coordinating and structuring the deployment of GoSecure's managed security services and ensuring that clients are effectively integrated.

The responsibilities of this role are primarily focused on the deployment phase and the transition of complex services. These projects are typically three months in duration. The selected person will bridge the gap between the client's IT infrastructure and security and GoSecure's internal teams. They will ensure the smooth conduct of the deployment and clear communication to enable a smooth transition to active monitoring.

Main Responsibilities

Client Deployment and Coordination

• Deployment Coordination: Coordinate the deployment of new clients after signing, from project launch to service status confirmation.
• Team Liaison: Act as the primary technical coordination point between clients and internal teams to track dependencies, data collection requirements, and resolve blockers.
• Project Scope and Expectations Management: Manage client expectations regarding technical prerequisites, deployment timelines, and service activation steps.
• Internal Collaboration: Collaborate with account managers and the finance team to define service activation parameters, validate contractual deliverables, and confirm billing elements following a successful deployment.

Processes and Service Delivery

• Deployment Tracking: Develop and maintain structured deployment plans, keep records to ensure configuration and risk tracking, and provide technical status reports.
• Delivery Cycle Management: Supervise the deployment of managed services throughout the delivery cycle, ensuring the accuracy of operational documentation, standardization of communications, and effective handover to SOC teams responsible for continuous monitoring.
• Adoption and Best Practices: Support initial deployments and guide client IT teams in applying GoSecure's deployment best practices to maximize visibility into their environment.

Continuous Improvement

• Metrics and Reports: Track deployment progress, time-to-service, initial customer value indicators, and early satisfaction indicators.
• Process Improvement: Identify bottlenecks in data collection and deployment processes, then collaborate with engineering teams to improve internal automation, documentation, and delivery quality.
• Required Experience and 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 equivalent combination of technical practical training and relevant experience.

Language Skills: Excellent verbal and written communication skills in French and English are mandatory.

Technical Understanding: Good knowledge or strong interest in information security concepts, enterprise networking, IT infrastructure, or security software, such as log collection, endpoint agents, and cloud environments.

Execution Capability: Excellent analytical, organizational, and prioritization skills, with a demonstrated ability to manage multiple complex client deployments in parallel.

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

Desired Profile

The ideal candidate is a technical coordinator who enjoys working in a structured environment while being able to adapt to the pace and realities of cybersecurity. They should be comfortable discussing timelines, priorities, and milestones with clients as well as addressing technical dependencies related to log collection, agent deployment, or service integration with internal teams.

This position requires a balanced combination of technical and human skills. The person must be able to quickly understand the operational dependencies of an MXDR architecture while demonstrating active listening, diplomacy, clarity in communication, and strong inter-team collaboration skills.

Rigor, technical curiosity, sound judgment, and a strong sense of organization are essential to ensure a professional, consistent, and secure deployment experience for clients.

Why Choose GoSecure as an Employer?

• 3 weeks of vacation, 5 paid personal days, paid days of mourning
• 13 paid holidays
• Group insurance plan: health, dental, vision, disability, life, travel
• Employee assistance program (Dialogue)

Employee assistance program (Dialogue) - RRSP and employer matching contribution* Peer recognition program and other awards granted throughout the years

• Company stock purchase options
• Discounts on a variety of merchants
• Young and dynamic team always looking for improvement

and much more!