Onboarding Specialist (with Spanish and/or Portuguese)

1046 Forcepoint LLC - Austin, TX

Full-time

Austin, TX

1,001-5,000 employees

About the position

As a Spanish and/or Portuguese speaking Customer Onboarding Specialist at Forcepoint, you will be responsible for ensuring that customers effectively configure cybersecurity solutions while driving customer satisfaction, retention, and success through excellent service and strategic guidance. This role involves managing the customer onboarding experience, ensuring successful product implementation, and mitigating risks, all while reporting to the Director of Customer Success Operations.

Responsibilities

• Drive a successful onboarding experience for customers through effective process management and oversight.
• Serve as a subject matter expert on the customer onboarding program and related processes, providing guidance and support to internal stakeholders.
• Maintain program and process documentation, ensuring adherence to industry best practices.
• Continuously seek and consume customer and stakeholder feedback to improve the onboarding program.
• Measure, analyze, and report on program performance with a focus on key metrics such as Time to Value and Customer Satisfaction.
• Understand customer goals for utilizing Forcepoint solutions and help them achieve desired outcomes.
• Develop a deep understanding of internal processes during customer onboarding and collaborate across functions to drive proactive service and support mechanisms.
• Navigate customer challenges during onboarding and orchestrate necessary resources.
• Relay customer feedback to various parts of the organization, including Sales and Technical Support.
• Collaborate with Sales and Professional Services to demonstrate the value of Forcepoint's product offerings.

Requirements

• 2-5 years prior experience in a customer-facing role such as Customer Success or Account Management.
• Technical domain knowledge in networking, cybersecurity, ITSM, AI, or similar areas.
• Strong commitment to customer satisfaction and results delivery.
• Effective communication skills at all organizational levels, including senior management.
• Proven ability to provide world-class service and support through effective task management.
• Ability to work collaboratively with cross-functional teams to address customer concerns.
• Strong process orientation with a drive to improve processes for consistent outputs.
• Creative problem-solving skills, including the ability to innovate and adapt processes as needed.
• Attention to detail and active listening skills when interacting with stakeholders.
• Proactive mindset to build rapport and trust with stakeholders and identify opportunities for improvement.
• Desire to learn and keep up with product developments and industry news.