Customer Onboarding Specialist
Location: Remote Department
Operations Package: Market Related
Reports to: COO
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Customer Onboarding Specialist An onboarding specialist is the one who makes sure the customer has the first moment of success with the the platform. They must ensure that customers’ expectations have been met and that they feel comfortable using the platform from the first moment. A great customer onboarding specialist should also make sure customers get exceptional customer service and an amazing customer experience. In a nutshell, the main goal of an onboarding specialist is to get them to the activation point and convert them into paying users, thus improving customer retention.
Customer onboarding specialists are masters at increasing product adoption and enabling customers’ success through in-depth product understanding. They greet new customers in onboarding calls, often with a CSM present, and offer training, product tours, assist in setup, and aid in implementation. Onboarding is a crucial point in the customer journey. In many cases, it determines whether a customer stays or leaves.
The customer onboarding specialist is, therefore, a vital part of the team. As a Customer Onboarding Specialist, you will educate new customers, help solve technical problems, and ensure the smooth adoption of our products. Throughout our customer lifecycles, we prioritize delivering a fantastic customer experience, and onboarding is the first step of that process.
TASKS
- Conducting onboarding meetings, training, product tours, company presentations, and product demos.
- Understanding customer context and goals and providing product information to best serve those goals.
- Educating customers and optimizing their product setup for the quickest path to success.
- Eliminating roadblocks in the way of customers’ goals: product issues, poor implementation, support issues, or customer knowledge gaps, or simply poor product understanding.
- Improving product adoption, customer retention, and helping foster positive customer relationships that create a loyal customer base.
- Assisting customer support with customer issues and requests.
- Providing materials to help customers learn best practices to achieve their desired outcomes faster and more efficiently.
- Own and manage customer relationships from the point of sale through successful implementation.
- Develop measurements to help understand the impact of successful implementation.
- Create initiatives that help to drive successful product implementation.
- Help the customer define their needs and manage their timeline toward seeing value.
- Work with sales, product, and support teams to ensure that each piece of the journey meets customer expectations.
- Respond to customer emails, chats, and calls regarding implementation.
- Complete video and phone calls to ensure that customers are supported during the onboarding process.
- Successfully transfer your customer relationships to a customer success manager after onboarding.
SKILLS & COMPETENCIES
- Must have experience as a Customer Onboarding Specialist
- Minimum of 1 year of experience in communications, customer service and support, sales, account management, or customer success. Customer success courses / training are good to have.
- High emotional intelligence and empathy skills.
- Strong communication skills and the ability to follow customer narratives to understand their point of view and find workable solutions to their issues.
- Ability to de-escalate customer support requests and maintain a positive, goal-driven customer relationship.
- Strong analytical and goal-oriented mindset.
- Advanced IT knowledge and capabilities and ability to learn new software tools on the job.
- Pleasant and straightforward phone and video manner.
- Excellent written communication.
- Organizational skills (you'll be working with many customers, and you'll need to have expertise in place to keep all their needs organized)
- An understanding of general market needs and current use cases of businesses
- Strategically minded (you'll be helping customers come up with their overall strategy with our product
Please send a copy of your cv to annelize@jobs4all.co.za
Job Type: Full-time
