Customer Onboarding Specialist

Stallion Infrastructure Services•Houston, TX

About The Position

Stallion is seeking a Customer Onboarding Specialist to onboard new customers and support special projects for existing customers. The role supports the sales team in transitioning prospective clients into customers and serves as a customer-facing liaison to deliver a positive onboarding experience. The specialist evaluates customer needs and uses Stallion resources to resolve requests throughout onboarding. The position also provides customer education, training, and ongoing support; builds relationships across the customer lifecycle; monitors customer engagement and retention risks; and collaborates with internal teams to address issues and improve products, services, and customer success strategies. The specialist may also support pre-sale activities and operations projects.

Requirements

Strong interpersonal, verbal, and written communication skills, including the ability to communicate and collaborate effectively across internal and external organizations.
Ability to adapt to new technologies, learn quickly, and shift priorities in a fast-paced, changing environment.
Strong customer service skills and the ability to identify obstacles and address demands.
Ability to maintain professionalism, composure, credibility, and enthusiasm, and positively influence others.
Ability to explain technical topics to non-technical audiences.
Ability to take initiative and work independently.
Proficiency with Microsoft Office tools and applications.
Proficiency with Salesforce.

Nice To Haves

Associate or bachelor's degree preferred.
At least 3 years of customer service experience preferred.

Responsibilities

Partner with the sales team to understand customer needs and provide support during the pre-sale process.
Identify upcoming projects using online databases and communicate information to appropriate sales managers and sales representatives.
Create product-specific sales presentations and identify cross-selling opportunities.
Develop presentations, identify potential onboarding roadblocks, and work with internal teams to find solutions.
Guide new customers through onboarding to support a smooth transition and quick adoption of products and services.
Create customer accounts in Stallion platforms and ensure documentation and customer data are accurate.
Educate customers on product and service features and benefits.
Create and deliver individualized training sessions and provide ongoing customer training and support.
Develop training materials, user guides, and tutorials to support customer learning and self-sufficiency.
Build relationships with new customers and act as their primary contact for questions or problems throughout the customer lifecycle.
Gather customer feedback and insights to improve products, services, and customer success strategies.
Collaborate with internal teams to address customer issues, identify improvements, and implement enhancements.
Monitor customer engagement and usage patterns to identify potentially at-risk customers.
Develop and implement strategies to improve customer retention and loyalty.
Analyze lost opportunities and canceled accounts to identify recurring issues and develop improved solutions.
Assist the operations team with special projects for new and existing customers.