Customer Onboarding Specialist

About the Role
Onboarding Specialists at Validity are enthusiastic problem solvers! The Customer Onboarding Specialist loves to troubleshoot client problems, as well as view and analyze situations from a very logical, systematic perspective. In this role, the Customer Onboarding Specialist will be responsible for onboarding and training new clients with the end goal of ensuring product adoption and usage. We believe that businesses are human, and our team is committed to identify, instrument and help you implement thoughtful and profitable ways to drive revenue from your business.
Team Dynamic
We are a team of hard working individuals that love helping customers. Our vision statement is to “Think Smarter. Perform Better. Be an Expert.” We help each other succeed while helping our customers achieve their desired outcomes.
We are a global team with Onboarding Specialists all over the globe. Our team collaborates on an international level while still servicing accounts in our own continents. This allows us to help each other when need be, learn more about customers in other continents, and build relationships all over the world.
Position Duties and Responsibilities

• We will look to you to help Validity clients understand and implement our solutions during their Onboarding Journey. The Onboarding Specialist, as the first point of contact after client commitment, will ensure that the customer receives a warm welcome and has a good experience in starting to use their Validity solutions.
• Walk Validity clients through their Onboarding Journey and provide them with product implementation assistance and in-depth product training, either face-to-face or by hosting training webinars or online group training sessions.
• Monitor, communicate, follow-up, test and troubleshoot with the client to ensure that all requirements to start using the solutions have been met, the required elements of the onboarding checklist are completed and the path to success and next steps have been defined.
• Ensures processes are followed and workflows are relevant and implemented correctly. Discover, analyze, and give feedback on gaps in the customer experience and work cross-functionally with other teams to address such gaps, contributing to the improvements of the product implementation methodology.
• Contribute to the creation of digital education assets (for example, but not limited to, training videos, webinars, insights articles, etc.) to support customer training and implementation. Build relationships, collaborate, and work cross-functionally with key business stakeholders (Sales, Knowledge & Training, Support, Marketing) that aligns with considerations to promote continuous improvement and effectiveness of the customer success program.

Required Experience, Skills, and Education

• 2-3 years of Customer Success, Customer Service, Customer Support, Technical Support experience and a demonstrated ability to learn quickly, both about businesses and technologies.
• Proven ability to work in a fast paced, iterative department with rapidly changing conditions.
• Excellent time management skills.
• The Onboarding Specialist has a tremendous amount of autonomy and is held to a high standard for the quality of their work. With this autonomy, the Onboarding Specialist is expected to take a holistic view of the Validity offerings and processes and consider how the entire customer journey would be influenced by their work.
• The ability to troubleshoot client problems and complex product issues, a passion for diving into the numbers and analyzing performance with data analysis skills. For all your comfort crunching numbers, you never lose sight of the people on the other end of your activities.
• Public speaking or advanced presentation skills. Comfortable with presenting in front of larger audiences and, ideally, experience in conducting technical product training sessions. Write and speak to internal and external clients in a clear, concise manner appropriate for the audience.
• Fluency in English and Portuguese is required.

Preferred Experience, Skills, and Education

• Knowledge of email deliverability and/or email delivery (i.e. ESP’s)
• Previous knowledge of the Salesforce CRM application including data structure and API integration can be of advantage.
• Previous SAAS experience

Please submit your resume/CV in English.