Who is Forcepoint?
Forcepoint simplifies security for global businesses and governments. Forcepoint's all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+ patents. If our mission excites you, you're in the right place; we want you to bring your own energy to help us create a safer world. All we're missing is you!
As a Customer Onboarding Specialist at Forcepoint, you will be responsible for ensuring that our customers effectively configure our cybersecurity solutions, as well as drive customer satisfaction, retention, and success through excellent service, advocacy and strategic guidance. You will report to the Director of Customer Success Operations and manage the customer onboarding experience, ensuring successful product implementation, efficient processes, effective customer engagement and risk mitigation. This is a hybrid role from our Austin office
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Key Responsibilities
You will drive a successful onboarding experience for customers through the following actions:
- Process management and oversight, serving as a subject matter expert on the customer onboarding program and related processes, providing guidance, education and support as needed to internal stakeholders
- 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
Through these actions, you will help Forcepoint achieve our business goals, including:
- High customer renewal rates
- High customer satisfaction rates
- Healthy customer independence and self-serve behaviors
- Identifying potential reference customers and case studies
Requirements
- Experience: 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, cyber security, ITSM, AI (Artificial Intelligence), 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. Frequently contribute to the development of innovative ideas, methods and/or theories.
- 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. You may also need to contact customers on a non-scheduled basis, to mitigate risks and help shepherd them through the process.
- 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.
Don't meet every single qualification? Studies show people are hesitant to apply if they don't meet all requirements listed in a job posting. Forcepoint is focused on building an inclusive and diverse workplace - so if there is something slightly different about your previous experience, but it otherwise aligns and you're excited about this role, we encourage you to apply. You could be a great candidate for this or other roles on our team.
The policy of Forcepoint is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.
Forcepoint is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company's career webpage as a result of your disability. You may request reasonable accommodations by sending an email to recruiting@forcepoint.com.
Forcepoint is a Federal Contractor. Certain positions with Forcepoint require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be "U.S. Persons," as defined in these regulations. Generally, a "U.S. Person" is a U.S. citizen, lawful permanent resident, or an individual who has been admitted as a refugee or granted asylum.
Applicants must have the right to work in the location to which you have applied.