Customer Success

Customer Onboarding Specialist

Idaho Falls, ID and Remote | Full-time

Careers

Job Summary:

We are seeking a Customer Onboarding Specialist to join our team and ensure that new customers have a seamless onboarding experience. The ideal candidate will have excellent communication skills and be comfortable working with customers over the phone, email, and video conferencing. The candidate should also be a problem solver who can identify and troubleshoot customer issues quickly and effectively. This role requires someone who is organized, detail-oriented, and can manage multiple tasks simultaneously. The Customer Onboarding Specialist will work closely with sales, customer success, support, marketing, and product teams to ensure that new customers are set up for success and have a positive experience with our company.  They will use existing resources for customer education efforts and participate in the development of new resources as needed.  The primary goal for this role is to ensure that our new and existing customers are set up on their journey to value.

Key Responsibilities:

  • Serve as the main point of contact for new customers during the onboarding process, and ensure they have a seamless and positive experience with our company.

  • Conduct phone, email, and video conference meetings with customers to understand their needs and guide them through the onboarding process.

  • Identify customer pain points and work with cross-functional teams to provide solutions and ensure customer success.

  • Work closely with sales and customer success teams to ensure smooth handover of new customers from sales to onboarding.

  • Work closely with new users of the product with existing customers to ensure existing customers’ staff is well-trained on our product.

  • Create and maintain documentation, including training materials and knowledge base articles, to help customers successfully navigate our platform.

  • Track and report on onboarding metrics and KPIs to ensure continuous improvement of our onboarding process.

  • Stay up-to-date on product updates and new features to ensure that customers are aware of all available resources.

  • Host virtual customer education and onboarding webinars and events.

  • Ensure all new and existing customers are familiar with what we offer and how it can provide value to their team.

Qualifications:

  • 2+ years of experience in customer onboarding or customer success in a SaaS company.

  • Excellent communication skills, both written and verbal.

  • Strong problem-solving skills and ability to identify and troubleshoot customer issues quickly and effectively.

  • Ability to manage multiple tasks simultaneously and prioritize effectively.

  • Strong organizational skills and attention to detail.

  • Ability to work independently and as part of a team.

  • Experience with CRM tools and project management software.

  • Passion for providing exceptional customer experiences.

If you are a customer-focused, detail-oriented individual who thrives in a fast-paced environment, we encourage you to apply for this exciting opportunity to join our team as a Customer Onboarding Specialist.