Onboarding Specialist

Forcepoint - Austin, TX

Full-time - Mid Level

Austin, TX

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

As a Customer Onboarding Specialist at Forcepoint, you will be responsible for ensuring that customers effectively configure cybersecurity solutions while driving customer satisfaction, retention, and success. This role involves managing the onboarding experience, ensuring successful product implementation, and providing strategic guidance to customers. You will work closely with various internal teams to enhance the onboarding process and ensure customers achieve their desired outcomes with Forcepoint's products.

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, focusing 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.
• 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, Account Management, or Relationship Management.
• Technical domain knowledge in networking, cybersecurity, ITSM, AI, or similar areas.
• Strong commitment to customer satisfaction and delivering on promises.
• 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 develop new ideas.
• Attention to detail and active listening skills when interacting with stakeholders.
• Proactive mindset to identify opportunities for process improvement and customer satisfaction issues.
• Desire to learn and keep up with product developments and industry news.