What are the responsibilities and job description for the Customer Onboarding & Engagement Specialist position at Sectigo?
Job Description
We are looking for a talented Customer Onboarding & Engagement Specialist to join our Technical Support team. As a Customer Onboarding & Engagement Specialist, you will play a pivotal role in nurturing company-client relationships. As a connection between the business and its customers, a Customer Onboarding & Engagement Specialist enhances product value and reduces churn. A Customer Onboarding & Engagement Specialist is proactive and aims to prevent customer issues, all while ensuring a first-class experience. They have a main goal of empowering our customers, driving success, and always looking to understand our customers with intellectual curiosity.
This is a full-time and in-office position, reporting to our Scottsdale, Arizona office 5 days a week.
Here are the core functions, responsibilities, and expectations for this role:
Education:
All your information will be kept confidential according to EEO guidelines.
Global team. Global reach. Global impact.
At Sectigo, we believe doing good is good business. Our strength and our success come from our team of passionate, engaged individuals who make a difference, both locally and globally. Our commitment to engagement is rooted in an unconditionally inclusive workforce, embodying our unique perspectives, heritages, and backgrounds, all as diverse as the experiences of each Sectigo employee. Importantly, we strive to be recognized not only as the CLM leader but also for our intentional efforts to promote employees into the roles that most challenge and excite them, into experiences that allow them to grow their interests as we grow the business. We are committed to bringing a little bit of fun and a whole lot of happiness into everything we do so that our work – and our team members – reflect the positive outcomes we deliver to our customers every day.
We are looking for a talented Customer Onboarding & Engagement Specialist to join our Technical Support team. As a Customer Onboarding & Engagement Specialist, you will play a pivotal role in nurturing company-client relationships. As a connection between the business and its customers, a Customer Onboarding & Engagement Specialist enhances product value and reduces churn. A Customer Onboarding & Engagement Specialist is proactive and aims to prevent customer issues, all while ensuring a first-class experience. They have a main goal of empowering our customers, driving success, and always looking to understand our customers with intellectual curiosity.
This is a full-time and in-office position, reporting to our Scottsdale, Arizona office 5 days a week.
Here are the core functions, responsibilities, and expectations for this role:
- Learning and becoming an expert on the SiteLock product.
- Initiating onboarding via calls and live chats to welcome customers.
- Collaborates closely with both the sales and support teams to ensure a seamless experience for the customer.
- Acting as the primary point of contact for any product related issues during the onboarding stage.
- Collecting and validating cPanel access for product configurations.
- Creating Support setup cases for configurations.
- Assisting Support if any disruption happens to communicate with the customer.
- Schedule and conduct a walkthrough of the customers dashboard driving its core use and value drivers.
- Ensuring continuous customer satisfaction.
- Bridge the gap between sales and customer support, ensuring seamless communication.
- Follows up on requests submitted through dashboard or email.
- Builds customer loyalty and engagement with two-way communication that is personalized and solution oriented.
- Addresses and resolves customer issues effectively and efficiently.
- Additional tasks associated with this position may be assigned in response to company initiatives and business needs.
Education:
- Bachelors or college degree in business and/or technical related field or equivalent experience is strongly preferred.
- Minimum of 3 years of customer onboarding or engagement experience is required.
- Strong communication and organization skills, with attention to detail and must be able to multi-task.
- Superior customer service and phone mannerism is required to handle support of Sectigo’s customer base.
- Knowledge of corporate environment.
- Knowledge of Sectigo products and services, including policies and procedures.
- Computer literacy skills must include the use of e-mail, databases, and word processing applications.
- Excellent interpersonal and organizational skills.
- Possess qualities such as integrity, fair mindedness, and a persuasive, congenial personality.
- Excellent verbal and written communication skills.
- Must have the ability to thrive in a start-up environment while applying existing skill sets and training to increase knowledge base.
All your information will be kept confidential according to EEO guidelines.
Global team. Global reach. Global impact.
At Sectigo, we believe doing good is good business. Our strength and our success come from our team of passionate, engaged individuals who make a difference, both locally and globally. Our commitment to engagement is rooted in an unconditionally inclusive workforce, embodying our unique perspectives, heritages, and backgrounds, all as diverse as the experiences of each Sectigo employee. Importantly, we strive to be recognized not only as the CLM leader but also for our intentional efforts to promote employees into the roles that most challenge and excite them, into experiences that allow them to grow their interests as we grow the business. We are committed to bringing a little bit of fun and a whole lot of happiness into everything we do so that our work – and our team members – reflect the positive outcomes we deliver to our customers every day.
