Job Description

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.

This is a full-time position working in office environment (5 days in the office), reporting to our Scottsdale, Arizona office for the 7:30 AM to 4:00 PM shift.

Primary 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.

Qualifications

Education:

• Bachelor’s degree in a related field is strongly recommended.

Experience:

• A minimum of 2+ years of customer-facing experience is required.
• A minimum of 3+ years of relevant software experience is strongly recommended. Cybersecurity industry experience is recommended.

Talents and Desired Qualifications:

• 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.

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.