Customer Onboarding Specialist

Summary

Join RevenueWell as a Customer Onboarding Specialist and ensure a smooth onboarding experience for new customers. Guide customers through the process, understand their needs, and manage expectations. Build rapport and become a trusted advisor, managing the entire onboarding experience from installation to post-training check-ins. Adapt content to individual needs, provide suggestions and best practices, and work towards continuous improvement. Collaborate with cross-functional teams, conduct needs assessments, and deliver training materials. Build strong customer relationships, address concerns, and monitor progress, generating reports on onboarding metrics. Stay updated on industry trends and provide feedback to improve processes.

Requirements

• Bachelor's degree in Business, Marketing, or another related field (or equivalent experience) is desired but not required
• 0-2+ years of experience in customer onboarding or customer success, preferably in a SaaS company
• Strong communication and interpersonal skills to effectively engage with customers and internal teams
• Excellent problem-solving abilities and the ability to troubleshoot and resolve customer issues
• Proactive and self-motivated with the ability to work independently and manage multiple projects simultaneously
• Strong organizational skills and attention to detail to ensure accuracy and efficiency in customer onboarding processes
• Technical aptitude and the ability to quickly learn and understand complex software applications
• Demonstrated ability to build strong relationships with customers and deliver exceptional customer service

Responsibilities

• Provide a “best in class” onboarding experience
• Seek to understand customers’ needs and tailor their software accordingly
• Manage customers’ expectations and ensure they are prepared to proceed
• Build rapport with each customer and become their trusted advisor throughout their Onboarding experience
• Manage the entire Onboarding experience for a given customer by leading them through the RevenueWell installation, training session(s), and post-training check-in
• Adapt the content and structure of these engagements according to the specific needs of each customer and their representatives
• Use your knowledge of the customer to provide suggestions and best practices for utilizing their solutions effectively and meeting their goals
• Work towards the collective goal of constant improvement
• Thrive in an ever-changing environment and will become a catalyst for betterment
• Identify and vocalize areas for improvement, embrace new projects, and overcome challenges
• Lead customers through the onboarding process, providing guidance and support at each stage
• Collaborate with cross-functional teams, such as sales, product, and customer success, to ensure a seamless transition from sales to onboarding
• Conduct thorough needs assessments to understand customers' business objectives, challenges, and requirements
• Tailor the onboarding experience and configure the product or service to meet their specific needs
• Develop and deliver training materials, both remotely and onsite if required, to educate customers on how to effectively use the product or service
• Provide product demonstrations and guide customers through best practices to maximize value
• Build strong relationships with customers by serving as their main point of contact during the onboarding process
• Address any concerns or issues promptly and effectively, fostering trust and customer loyalty
• Assist customers with technical issues or challenges during the onboarding process
• Collaborate with the technical support team to resolve issues quickly and ensure a smooth onboarding experience
• Monitor customers’ progress and adoption of the product or service
• Proactively identify and address any barriers to adoption, providing guidance and recommendations to improve engagement and satisfaction
• Maintain accurate records of customer interactions, onboarding progress, and any issues or resolutions
• Generate reports on customer onboarding metrics, highlighting areas for improvement and opportunities to streamline processes
• Stay updated on industry trends, product enhancements, and best practices in customer onboarding
• Provide feedback and suggestions to improve the onboarding process, driving continuous improvement efforts

Preferred Qualifications

Familiarity with customer relationship management (CRM) systems and project management tools is a plus

Benefits

• Competitive Compensation: This position offers a base salary and bonus
• Employees who demonstrate successful goal attainment and commitment will have the opportunity for career growth and advancement in the organization
• Entrepreneurial Culture: You manage your business
• We strongly encourage our Employees to leverage their skill sets and creativity to provide the best service and solutions to our current clients
• Work/Life Balance: A super laid-back environment where hustle goes a long way and work is enjoyable
• A true Work Hard Play Hard mentality
• We believe in working hard, for our clients every day while ensuring satisfaction in your role and ample time to enjoy activities outside of work
• Along with having remote flexibility
• YOU Make the Difference: You’ll spend your days building and maintaining relationships with new and existing customers
• You will be consulting with health professionals to help them be more profitable, to be more present for their patients, and to make office life easier!
• Great Benefits: Several comprehensive benefit offerings to choose from and a no-wait 401k plan with company match