HCLTech

Customer Onboarding and Platform Support Senior Associate

Rabat

CDI / Temps pleinSur site1–3 ansAnglais, FrançaisService client / SAVInformatique / IT

L’essentiel du poste

Résumé par Postule AI

HCLTech is hiring a Customer Onboarding and Platform Support Senior Associate to support Cisco customers during their early lifecycle stages. This on-site role in Morocco requires 2-4 years of customer support or platform operations experience. You will drive Cisco IQ adoption, engage customers through multiple channels, manage onboarding progress, and collaborate across teams. Strong communication, CRM proficiency, and customer-centric approach are essential.

Vos missions

  • Drive onboarding and adoption of Cisco IQ through setup, telemetry enablement, and platform activation
  • Engage customers via phone, email, and webinars to provide guidance and promote platform adoption
  • Capture customer feedback, maintain engagement records, and collaborate with cross-functional teams
  • Prepare reports and track onboarding progress, customer interactions, and adoption metrics
  • Coordinate across teams to resolve customer queries and improve customer outcomes

Profil recherché

  • You have 2-4 years of customer support or platform operations experience
  • You excel at customer-facing communication and relationship management
  • You are organized, detail-oriented, and can manage multiple priorities simultaneously
  • You have experience with CRM tools and customer management platforms
  • You are proactive, take ownership of tasks, and work well in cross-functional teams

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About the Role

This position serves as the bridge between Cisco and customers during the early stages of the customer lifecycle. You will ensure customers achieve value from Cisco IQ quickly while minimizing onboarding issues and adoption barriers. Based in Morocco, you will work in the Morocco time zone (8:00 AM – 5:00 PM local time).

Main Responsibilities

  • Drive onboarding and adoption of Cisco IQ, supporting customers through setup, telemetry enablement, and platform activation
  • Engage customers via phone, email, and webinars to provide guidance, resolve queries, and promote platform adoption
  • Capture customer feedback, maintain engagement records, and collaborate with cross-functional teams to improve customer outcomes
  • Prepare reports and track onboarding progress, customer interactions, and adoption metrics

Required Skills and Experience

  • 2-4 years of working experience in customer onboarding, account management, platform operations, service desk, or customer support
  • Hands-on experience with user provisioning, identity and access management (IAM), or account administration tools
  • Strong verbal and written communication skills with ability to present information effectively to customers and stakeholders
  • Proficiency in Microsoft Office applications, particularly Excel, PowerPoint, and reporting/dashboard tools
  • Strong analytical and problem-solving capabilities with customer-centric approach
  • Proficiency in CRM tools and customer management platforms
  • Basic understanding of technology and networking concepts
  • Ability to manage multiple priorities in a fast-paced environment with strong organizational skills

Nice to Have

  • Familiarity with Cisco Meraki, Webex, Intersight, SD-WAN, or comparable enterprise technology solutions
  • Experience in reporting, tracking, and data analysis

Key Competencies

  • Ownership mindset with accountability for tracking and follow-ups
  • Proactive problem identification and escalation
  • Ability to work collaboratively across cross-functional teams

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