Onboarding Specialist
About The Position
You’re not just any Onboarding Specialist; you have the passion and patience to guide small business customers, bringing a WOW factor to their initial interactions with our brand post-sale. You recognize that onboarding is more than a checklist, it's a chance to cultivate lasting relationships and lay the foundation for customer success. You’re knowledge-hungry, tech-savvy, and love to stay up-to-date with the latest product releases to incorporate them into a seamless onboarding process. Your organizational skills and ability to prioritize ensure you manage a full workload effectively. You excel in collaboration and thrive in a team-oriented environment when needed. You embrace the fast-paced, dynamic nature of a start-up and are eager to contribute your insights to make a difference.
Requirements
- 2+ years of experience in Customer Onboarding, Sales Engineering, or Technical Sales
- Experience providing training or product demonstrations to clients
- Exposure to SaaS, UCaaS, Digital Marketing, or other technical solutions
- Tech savviness and the ability to quickly and constantly learn new products and processes
- Excellent verbal and written communication skills
- Able to adhere to best practices in time management and organization
- Proven ability to establish professional rapport and influence customers over email, video, or phone
- Driven and highly motivated to ensure customer success
Nice To Haves
- SDR/AE/AM/CS experience
- Complex or Franchise solution onboarding experience
- Experience in both start-ups and established companies
- HubSpot, Fullstory, and JIRA proficiency
- Knowledge of business processes, departments, and stakeholders
- Field Service Business Exposure
Responsibilities
- Provide onboarding to new accounts in virtual meetings where you’ll demonstrate how to configure the account and extract maximum value from their solution
- Collaborate with Sales, Support, and Customer Success teams to ensure a smooth transition from prospect to loyal customer
- Conduct proper discovery to confirm sales notes around customer priorities, and de-escalate onboarding or sales concerns effectively to keep them moving forward
- Help troubleshoot product or workflow issues to improve customer satisfaction during the onboarding process and tailor the solution to meet their goals
- Join sales meetings providing technical product support and workflow assessment to assist in closing or retaining deals
- Attend product feedback sessions to be the voice of the customer and help guide our product roadmap
- Reach out by phone and email to new customers to schedule onboarding training sessions and ensure they are on track for their preferred go-live date and begin using the software
- Gather feedback during the onboarding process and update notes and tasks in the CRM
- Send recordings of onboarding sessions to customers and create separate tutorials as needed
Benefits
- employee stock options
- up to 100% employer-paid Medical, Dental, and Vision coverage options for employees plus generous dependent coverage options
- 4% match on 401k contributions
- Sick Leave: 5 days per year
- Vacation Leave: 14 days per year (that grows with tenure!) plus 2 Floating Holidays to use each year
- fully stocked kitchen featuring premium coffee and a curated selection of snacks
- monthly catered lunches
- hosted happy hours
- state-of-the-art fitness and yoga studio
- social lounge with a golf simulator, pool table and dart board
- dog-friendly offices
- quiet spaces to recharge
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
