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Cybersecurity Onboarding Specialist
1 month ago
Forcepoint is seeking a highly skilled Cybersecurity Onboarding Specialist to join our team. As a key member of our customer success team, you will be responsible for ensuring our customers effectively configure our cybersecurity solutions and drive customer satisfaction, retention, and success through excellent service, advocacy, and strategic guidance.
Key Responsibilities- Drive a successful onboarding experience for customers through process management and oversight, serving as a subject matter expert on the customer onboarding program and related processes.
- Maintain program and process documentation, ensuring adherence to industry best practices and in alignment with complementary cross-functional processes and teams.
- Continuously seek and consume customer and stakeholder feedback to make well-informed recommendations to improve the program.
- Measure, analyze, and report on program performance, with a sharp focus on key metrics, including Time to Value, Onboarding Completion Rate, and Customer Satisfaction.
- Understand customer goals for utilizing Forcepoint cybersecurity solutions and help to ensure they are positioned to achieve their desired outcomes at the first value of their Forcepoint investment.
- Develop a deep understanding of internal processes during customer onboarding and collaborate across functions and our partner network to influence integrated and complementary actions with the customer during their onboarding experience to drive use of proactive service and support mechanisms, as well as reduce client downtime and support costs in the long run.
- Navigate the customer through any challenges they might face during onboarding, orchestrating the proper tactics and Forcepoint cross-functional resources as needed.
- Relay the customer voice to various parts of the Forcepoint organization, such as Sales, Product Management, Professional Services, or Technical Support.
- Collaborate with Sales, Professional Services, and other Support groups to show the value of our product offering to customers.
Forcepoint is a global leader in cybersecurity, dedicated to simplifying security for businesses and governments. With a 20-year history and 2.7k employees, we serve 11k+ customers across 150 countries. Our mission is to create a safer world, and we're looking for talented individuals like you to join our team.
