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Customer Onboarding Specialist
2 weeks ago
Customer Onboarding Specialist
About the Role:We are seeking a Customer Onboarding Specialist to join our team. This is an exciting opportunity to own and drive the onboarding journey for a diverse portfolio of customers across the APJ region.
Your primary goal will be accelerating customers' time-to-value by establishing measurable success criteria, proactively managing their onboarding milestones, and orchestrating cross-functional teams to ensure a seamless start to their cybersecurity journey.
Key Responsibilities:- Lead customers through a structured, milestone-driven onboarding process, ensuring they understand the solution, its value, and the path to success.
- Partner closely with Sales, Professional Services, Support, Sales Engineering, Customer Success Executives, and Renewals to provide a consistent and coordinated onboarding experience.
- Work collaboratively with customers to define, document, and translate their business objectives into clear, actionable onboarding milestones.
- Identify and assign key customer champions, admins, and end-users critical to onboarding success and product adoption.
- Develop and communicate an escalation framework early in onboarding to address potential issues or blockers swiftly.
- Proactively detect potential roadblocks or readiness gaps and mobilize internal resources to drive resolution.
- Conduct scheduled check-ins (monthly/bi-monthly) to monitor onboarding progress, address concerns, and ensure timely value realization.
- 4+ years of relevant experience in Customer Success, Onboarding, Implementation, or a related role within SaaS or technology companies.
- Demonstrated project management skills or familiarity managing complex onboarding projects.
- Passionate about customer satisfaction with a strong, proactive problem-solving mindset.
- Ability to manage multiple simultaneous onboarding engagements effectively.
- Strong technical aptitude; experience explaining complex software products.
- Familiarity with cybersecurity domain concepts such as Identity & Access Management, Windows/Active Directory, and cloud platforms (AWS, Azure, or GCP).
- Experience using customer success platforms (e.g., Salesforce, Gainsight, ChurnZero, HubSpot).
Join a dynamic team that values collaboration and innovation. Enjoy a comprehensive benefits package, flexible work arrangements, and opportunities for professional growth and development.
This is a full-time position offering a senior-level career path with a competitive salary and benefits package.
