Onboarding Specialist

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.

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

This is a hybrid role working Tues, Wed and Thurs in office and Mon and Fri working remote. The role is open to candidates in Austin, TX and San Diego, CA.

• 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

Bonus Points:

• 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