Web Security Solutions Advisor

Sectigo • Scottsdale, AZ

2d • Onsite

About The Position

The Web Security Solutions Advisor plays a crucial role in ensuring our SiteLock customers’ issues are resolved promptly and effectively. This individual engages with customers who have existing malware or vulnerabilities on their websites and provides consultative advice on how upgrading their services can address their current site weaknesses. The primary goal for this role is to help customers make informed decisions by providing value and service expectations without pressuring them into a sale. This individual reaches out to customers to assist them with their security needs, ensures they understand their purchase, and identifies whether they have the appropriate level of services for their concerns. In addition, this individual also handles an inbound queue of chats, cases, and calls from potential SiteLock customers with questions about purchasing services and providing the same consultative approach to help them make informed decisions. This individual works closely with the rest of the SiteLock Customer Success team to ensure a seamless and cohesive customer experience, leveraging team expertise and resources to address customer needs effectively.

Requirements

• A minimum of 2+ years of customer-facing experience is required.
• Demonstrated ability to credibly and effectively communicate, present and influence at all levels of stakeholders.
• Ability to collaborate and work effectively with cross-functional teams.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Proactive and results-oriented with a track record of achieving goals and deliverables.
• Excellent communication and presentation skills, both verbally and in writing.
• Comfortable working in a fast-paced and global environment.

Nice To Haves

• Bachelor’s degree in a related field is strongly recommended.
• A minimum of 3+ years of relevant software experience is strongly recommended.
• Cybersecurity industry experience is recommended.

Responsibilities

• Make outbound calls to customers with existing malware and vulnerabilities, explaining the problem and recommending solutions, including potential plan upgrades.
• Proactively reach out to customers to assist them with their security needs, ensuring they understand their purchase and identifying whether they have the appropriate level of services for their concerns.
• Manage an inbound queue of chats, cases, and calls from potential customers with questions about purchasing services, providing the same consultative approach to help them make informed decisions.
• Aim to work on all cases and communications to the highest quality possible.
• Identify and handle upgrade opportunities or new sales opportunities appropriately.
• Respect our partnerships with SiteLock resellers and effectively review whether we can approach the customer with a solution or if we must direct them back to the reseller for additional support.
• Maintain strong relationships with our customers, ensuring satisfaction and loyalty.
• Be responsible for setting and managing appropriate expectations with a customer in all situations.
• Have a solid understanding of the products – its core use and its core value drivers.
• You must be able to train and enable your customers with ease.
• Work closely with the rest of the Customer Success team to leverage team expertise and resources.
• Other duties as assigned and related to the nature of this role and company initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level