Customer Onboarding Specialist

4 weeks ago

Austin, Texas, United States Forcepoint Full time

About the Role

Forcepoint is seeking a highly skilled Customer Onboarding Specialist to join our team. As a key member of our customer success organization, you will be responsible for ensuring that our customers effectively configure our cybersecurity solutions, 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 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.

About You

  • 2-5 years prior experience in a customer-facing role such as Customer Success, Account Management, Relationship Management, or a related field.
  • Technical domain knowledge: Prior experience in technical disciplines related to networking, cybersecurity, ITSM, AI, and similar areas.
  • Commitment: You are passionate about customer satisfaction and their results. The customer can count on you to deliver on your promises.
  • Communication: Ability to communicate effectively at all levels, both within Forcepoint and within the customer's organization, including senior management.
  • Service Orientation: Proven ability to provide world-class service and support through effective task management and issue ownership.
  • Collaborative: Ability to work with cross-functional teams at Forcepoint, to address customer concerns and help them achieve their goals.
  • Process Orientation: Strong drive to follow and improve processes to ensure consistent outputs.
  • Creativity: Ability to solve problems creatively, including stepping outside of process when necessary.
  • Attention to Detail: You are a patient and active listener when interacting with stakeholders. You capture information from these interactions correctly and accurately.
  • Proactive mindset: You build rapport and trust with stakeholders. This will help you to be early in identifying opportunities for improved processes and collaboration, or customer satisfaction issues that need to be addressed.
  • Desire to learn: You will need to complete product enablement that will allow you to better help customers during Onboarding. You will also need to keep up with Forcepoint's product developments, industry news, and the competitive landscape.

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