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 play a crucial role in ensuring that customers effectively configure and utilize our cybersecurity solutions. Your primary focus will be on driving customer satisfaction, retention, and success through excellent service and strategic guidance. This hybrid position requires you to manage the customer onboarding experience, ensuring successful product implementation and effective customer engagement.

Responsibilities

• Drive a successful onboarding experience for customers through 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 the customer voice to various parts of the organization, including Sales and Technical Support.
• Collaborate with Sales and Professional Services to demonstrate the value of our 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.
• Proven ability to provide world-class service and support.
• Ability to work collaboratively with cross-functional teams.
• Strong process orientation and drive to improve processes.
• Creative problem-solving skills and ability to innovate.
• Attention to detail and active listening skills.
• Proactive mindset to identify opportunities for improvement and address customer satisfaction issues.
• Desire to learn and keep up with product developments and industry news.

Benefits

• Hybrid work environment
• Inclusive and diverse workplace
• Equal employment opportunities
• Reasonable accommodations for individuals with disabilities