Customer Onboarding Specialist

Summary

Join Fleetio's Onboarding Services team as an Onboarding Specialist to ensure customers fully adopt our fleet management software. You will establish rapport with stakeholders, execute a process-driven onboarding experience, and work directly with customers to document their needs, complete product training, configure accounts, import data, and roll out the product. This role involves managing a portfolio of onboarding projects across diverse industries and geographies, collaborating with various Fleetio teams and integration partners. We seek a highly organized, detail-oriented, and tech-savvy individual who excels at optimizing processes and helping customers adopt new technology. The ideal candidate is a strong team player, self-starter, and empathetic individual passionate about organization and continuous improvement. Fleetio offers a modern software platform serving thousands of organizations globally, and we are experiencing significant growth and success.

Requirements

• At least 3 years of experience in a customer-facing role in a SaaS environment ( experience in customer success or support with an emphasis on training or implementation )
• Experience working with our tools — Project Management tool (Gainsight), CRM systems (Salesforce), online project management tools (Asana) and internal communication tool (Slack)
• Strong Excel skills + comfortable manipulating and importing large amounts of data
• Impeccable written and verbal communication skills and the ability and ease to interact with every level of customer to quickly build trust
• Your work is meticulous and precise when executing a task. When it comes to details, you are painstakingly accurate and consistently thorough all while managing your time appropriately
• Strong team player, but also a self-starter who can work autonomously
• Empathetic - you want to help and serve our customers to become natural Fleetio evangelists
• You are passionate about organization and can adhere to and improve organizational systems. If there's a way to reduce redundant work, you're on it
• Comfortable with change, experimenting, and trying new ideas

Responsibilities

• Work closely with customers to assess their goals and existing business practices to ensure onboarding alignment, proper account setup, and implementation support
• Track tasks against a schedule, execute onboarding efforts, and coordinate with internal staff to ensure milestones are met on a timely basis
• Measure and track customer onboarding outcomes
• Share the voice of the customer as you partner with Engineering, Marketing, Product, and Sales to deliver a best-in-class customer experience
• Become a trusted resource for software and productivity trends in the fleet management domain

Benefits

• 100% dental/health coverage (50% for family)
• Vision insurance
• Incentive stock options
• 401(k) match of 4%
• PTO - 4 weeks
• 12 company holidays + 2 floating holidays
• Parental leave- birthing parent (16 weeks paid) non-birthing (4 weeks)
• FSA & HSA options
• Short and long term disability (short term 100% paid)
• Community service funds
• Professional development funds
• Wellbeing fund - $150 quarterly
• Business expense stipend- $125 quarterly
• Mac laptop + new hire equipment stipend
• Monthly catered lunches
• Fully stocked kitchen with tons of drinks & snacks
• Remote working friendly since 2012 #LI-REMOTE