Customer Onboarding & Engagement Specialist

Sectigo•Scottsdale, AZ

19h•Onsite

About The Position

We are looking for a talented Customer Onboarding & Engagement Specialist to join our growing global team at Sectigo. 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 individual contributor role based in our Scottsdale, Arizona office (5 days a week), reporting to the Manager, Customer Support.

Requirements

High School Diploma
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.
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.

Nice To Haves

Bachelors or college degree in business and/or technical related field or equivalent experience preferred.
Knowledge of Sectigo products and services, including policies and procedures.

Responsibilities

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.