Onboarding Specialist, North America
About the Opportunity:
The organization is seeking an Onboarding Specialist to help drive customer loyalty by setting them up for success through their implementation of the organization’s solutions. Reporting to the Director, Client Success & Support, you will foster strong client relationships by providing exceptional customer service, being the primary point of contact for clients during their initial moments with the organization, addressing their inquiries, resolving issues, and coordinating with internal teams to deliver solutions that meet and exceed client expectations. Success for you means you have a great relationship with customers while making sure they are happy with the solution and using it to achieve their goals.
Why join this team?
• This is an energetic and dynamic startup growing fast in a hot market.
• There is a passion for innovating and solving hard problems that affect thousands of users and organizations worldwide.
• There is deep care about system performance and happy customers.
• The team consists of industry veterans and senior tech pros who prioritize performance and ease of use over anything else.
• The team embraces remote work and a great work-life balance.
Who you are:
• You have natural story-telling abilities and an intent to always be clear and concise in your communication
• You can easily explain technical concepts to a non-technical audience
• You’re passionate about languages and accessibility
• You’re extra passionate about events and event technology (#EventProf to the front of the line!)
• You keep a pulse on coaching trends and act as the voice of the customer to inform product and marketing, design teams
• Strong English skills both written and verbal are critical to success. Internally, English is the designated language for team communication and customers primarily communicate in English too. (Preference will be given to candidates who also speak additional languages).
• The team works remotely. You can be located anywhere in the US & Canada.
• You are someone with a high level of enthusiasm, curiosity, initiative, commitment, and professionalism.
• You are someone with a strong work ethic.
• You have experience presenting to groups of customers virtually
• You are someone who thrives in a fast-paced and changing environment
• You have some experience in customer service, onboarding, integration of software or equivalent experience.
• You know your way around a CRM
But most of all: You’re excited about joining a team that works hard and cares about delivering awesome results!
What you’ll be doing:
Onboarding new clients.
But really…
• Serve as the customer’s main point of contact through their initial onboarding. You’ll deeply understand their business and technical needs.
• Own the onboarding process, working with clients and partnering with internal teams to ensure a successful client onboarding timeline.
• Lead Onboarding kick-offs, training workshops, escalation calls, and ad-hoc meetings as required.
• Train customers in their use of the platform by leading coaching sessions, and answering questions via video and e-mail
• Provide technical and consultative support to customers
• Guide customers on best practices when using the platform
• Assist the Customer Success Team with workflows and data for accurate tracking and reporting to different stakeholders.
• Act as an advocate on behalf of the customer and as an expert, offering in-depth and first-hand understanding of their experience and product needs
• Develop, improve, and innovate the onboarding playbook
Note that everyone (even the CEO!) takes a turn being the first line of support. This means
• Answering emails and chats for some customers
• Investigation and troubleshooting of situations from customers
• Answering the 24/7 emergency line on a rotating basis
As the organization is growing rapidly, applicants may be retained and evaluated for additional open positions.
Located in Los Altos, California, this is an exciting tech startup that is looking to grow its engineering and GTM teams. From virtual meetings to large, in-person conference venues, the program strives to provide high quality, real-time translation services in 50 languages to anyone, anywhere.
The organization caters to numerous customers around the world which include local organizations and businesses; government entities; Fortune 500 companies; and much, much more. While this is a fully remote position, office space in Los Altos, California is available for San Francisco Bay Area residents that wish to utilize it.