SaaS Onboarding Specialist

Housecall Pro

1d•$20 - $28•Remote

About The Position

As a Specialist, Onboarding, you are a professional who thrives in ensuring a seamless and positive onboarding experience for our service professionals (our Pros) to our platform. You are responsible for coordinating and facilitating customer onboarding, while providing exceptional customer service and answering Pros' questions and concerns. As the dedicated and primary point of contact during the most critical window post-enrollment, you take ownership of the Pro experience, guiding them through early adoption, building confidence, and ensuring they realize value quickly. You bring a proactive approach to addressing challenges, empathy, and problem-solving skills to help better our team and improve the lives of our Pros. You operate with an ownership mindset, acting as a continuation of the sales experience by reinforcing the value of HCP and ensuring Pros feel confident they made the right decision. Our team is passionate, empathetic, hard working, and above all else focused on improving the lives of our Pros. Our success is their success.

Requirements

1-3+ years experience in full-time customer success, implementation or sales
Bachelor's degree or equivalent experience in a related field
Proven success in developing relationships with new customers and exceeding success metrics
Ability to work the scheduled shifts: Monday - Friday 11am-8pm PST

Nice To Haves

Self-starter with motivation, drive, and ability to work in a fast paced environment
Strong problem solving skills
Excellent written and verbal communication skills
Prompt attention to detail
Strong time management and organizational skills
Experience using AI tools to increase quality and efficiency of work

Responsibilities

Own relationship during initial onboarding phase for new Pros including account activation and transition, adoption and product utilization, relationship building, and delivery of product and service value
Serve as the primary and dedicated resource for Pros during their early lifecycle, ensuring a smooth transition from sales through onboarding
Reinforce and “resell” the value of HCP, helping Pros build confidence in their decision and driving early product adoption
Effectively communicate client information, trends, and feedback across teams (i.e. Sales, Marketing, Engineering, and Tech Support)
Partner cross-functionally to support Pro success, especially collaborating with Account Managers to mitigate risk, drive retention, and ensure long-term growth
Develop, prepare, and nurture our Pros for advocacy, using a consultative and empathetic approach
Identify opportunities for expansion, recommend areas for improvement, and proactively look for ways to better our Pros experience
Manage details, timelines, and action to drive efficiency
Improve our Pros opportunities by leveraging qualitative and quantitative analysis
Develop processes that distinguish our brand by exceeding customer expectations in support delivery
Eloquently troubleshoot technical issues, have deep product knowledge, and think outside the box for solutions

Benefits

A generous benefits program that supports the whole you with medical, dental, vision, life, disability, and 401(k)
Paid holidays and flexible, take-it-as-you-need-it paid time off
Monthly tech reimbursements
A culture built on innovation that values big ideas, no matter where they come from
health care insurance (medical, dental, vision, disability)
employee assistance program
401(K)
flexible time off
paid parental leave
tech reimbursement
other company benefits