HCLTech

Customer Onboarding and Platform Support Senior Associate

Rabat

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

L’essentiel du poste

Résumé par Postule AI

Senior Associate role focused on customer onboarding and platform support for Cisco IQ. Bridge between Cisco and customers during early lifecycle stages, ensuring rapid value realization and smooth adoption. Requires 2-4 years of customer support, account management, or platform operations experience with strong communication skills and CRM proficiency. Based in Morocco with English and Arabic language requirements.

Vos missions

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

Profil recherché

  • You have 2-4 years of customer support or account management experience in technology environments
  • You excel at communication and can guide non-technical customers through platform adoption
  • You are organized, detail-oriented, and comfortable managing multiple customer interactions simultaneously
  • You are fluent in English and Arabic and based in or willing to relocate to Morocco
  • You have experience with CRM platforms and can work collaboratively across 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.

Key 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

Good to Have

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

Behavioral Competencies

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

Work Details

Location: Morocco
Work Hours: 8:00 AM – 5:00 PM Morocco local time
Languages: English (main), Arabic (secondary)

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