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 the most innovative provider of certificate lifecycle management (CLM), delivering comprehensive solutions that secure human and machine identities for the world’s largest brands. Sectigo’s automated, cloud-native CLM platform issues and manages digital certificates across all certificate authorities (CAs) to simplify and improve security protocols within the enterprise. Sectigo is one of the largest, longest-standing, and most reputable CAs with more than 700,000 customers and two decades of delivering unparalleled digital trust.

“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, Communication, 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

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.

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.

Qualifications

Education:

• High School Diploma: Bachelors or college degree in business and/or technical related field or equivalent experience preferred.

Experience:

• Minimum of 3+ years of customer onboarding or engagement experience is required.

Ideal Candidate Profiles, 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.