Onboarding Specialist

Unclassified - Austin, TX

Full-time - Mid Level

Austin, TX

1,001-5,000 employees

About the position

As a Customer Onboarding Specialist at Forcepoint, you will be responsible for ensuring that customers effectively configure cybersecurity solutions, driving customer satisfaction, retention, and success through excellent service and strategic guidance. This role involves managing the customer onboarding experience, ensuring successful product implementation, efficient processes, effective customer engagement, and risk mitigation.

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, education, and support to internal stakeholders.
• Maintain program and process documentation, ensuring adherence to industry best practices and alignment with cross-functional processes.
• Continuously seek and consume customer and stakeholder feedback to make recommendations for program improvement.
• Measure, analyze, and report on program performance, focusing on key metrics such as Time to Value, Onboarding Completion Rate, and Customer Satisfaction.
• Understand customer goals for utilizing Forcepoint cybersecurity solutions and help ensure they 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, orchestrating the proper tactics and resources as needed.
• Relay the customer voice to various parts of the organization, including Sales, Product Management, and Technical Support.
• Collaborate with Sales, Professional Services, and other Support groups to demonstrate the value of our 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.
• Passionate about customer satisfaction and results, delivering on promises.
• Effective communication skills at all levels within the organization and the customer's organization.
• Proven ability to provide world-class service and support through effective task management and issue ownership.
• Ability to work collaboratively with cross-functional teams to address customer concerns.
• Strong drive to follow and improve processes for consistent outputs.
• Creative problem-solving skills, including the ability to step outside of process when necessary.
• Attention to detail and active listening skills when interacting with stakeholders.
• Proactive mindset to build rapport and trust with stakeholders, identifying opportunities for improvement.
• Desire to learn and keep up with product developments and industry news.