Customer Onboarding & Engagement Specialist
Company Description
At Sectigo, we align around our mission and pride ourselves in helping thousands of customers sleep better at night.
Sectigo is a leading provider of digital identity and cybersecurity solutions, offering a comprehensive suite of products to protect online transactions and communications. Our mission is to secure the digital landscape for enterprises worldwide.
“When people think Online trust management, they think Sectigo because we offer our customers unparalleled peace of mind.”
How we show up with each other and our customers every day is just as important, and we win as #OneSectigo by living out our core values - Support, Excellence, Collaboration, Teamwork, Integrity, Growth and Openness. We are committed to investing in our diverse teams where everyone understands their role and how they support our strategic goals, we drive operational excellence through scale and efficiency, and we strive to delight our customers and become the market leader in our industry. If you aspire to join a driven team that holds each other accountable to meeting our lofty goals and you’d like to be part of our growth story in delivering a market leading user experience, we’d like to talk to you.
Job Description
What We Are Looking For:
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.
What You’ll Be Doing:
- 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.
- Other duties as assigned and related to the nature of this role and company initiatives.
This is a full time and in office position based in our Scottsdale, Arizona office, reporting to our Manager, Customer Success as an individual contributor.
Qualifications
Education
- High School Diploma: Bachelors or college degree in business and/or technical related field or equivalent experience preferred.
Experience
- 3+ years of customer onboarding or engagement experience.
Talents and Desired Qualifications:
- 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.
Additional Information
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.
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At Sectigo, we're on a mission to secure the digital landscape and help thousands sleep easier at night. We're looking for a passionate Customer Onboarding & Engagement Specialist to join our thriving Technical Support team in Scottsdale, AZ. In this vital role, you'll be the friendly face welcoming our customers to the Sectigo family, ensuring they receive first-class support from the get-go. You'll dive deep into our SiteLock product, mastering every detail so you can empower our customers to maximize its value and minimize churn. Your day-to-day will involve engaging with customers through calls and live chats, where you’ll guide them through the onboarding process. Collaboration is key here, as you’ll work closely with our sales and support teams to deliver seamless experiences. You’ll play a central role in addressing customer queries, validating their product configurations, and offering personalized communication to build long-lasting relationships. Beyond just troubleshooting, your proactive approach will help prevent issues, and your knack for organization will keep everything running smoothly. If you thrive in a dynamic environment where growth and teamwork are valued, and you believe in making a positive impact, we’d love to get to know you better. Whether it's scheduling personalized dashboard walkthroughs or following up on inquiries, your focus on customer satisfaction will make a real difference in their journey with us. Come be a part of our success story at Sectigo, where we embrace diversity and foster an inclusive workplace, all while having fun and creating happy experiences that resonate with our customers.
Sectigo is the market leader in SSL / TLS certificates, DevOps, IoT, enterprise-grade PKI (Public Key Infrastructure) management, and multi-layered web security. Sectigo was founded in 1998 and is based in New Jersey, the United States.
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