Customer Onboarding Specialist

Summary

Join SureDone as a remote Onboarding Specialist and help new customers successfully integrate with our platform. You will guide clients through data integration, provide comprehensive training, and ensure they are proficient in using our features. This role blends project management, customer training, Excel expertise, support, and scripting within our automation system. You will manage multiple projects concurrently, ranging from two weeks to six months, supporting 5-20 clients at a time. Strong communication and organizational skills are essential, along with experience in SaaS onboarding and e-commerce. The position offers a competitive salary, comprehensive benefits, and the flexibility of remote work.

Requirements

• Submit a 2-4 minute video introducing yourself (provide us with a URL where we can view the video within your resume or cover letter)
• Possess meticulous planning, time management and communication skills and be able to handle multiple projects simultaneously
• 2+ years in SaaS onboarding
• 2+ years in eCommerce, preferably with hands-on management of listings and sales on marketplaces like eBay, Amazon, Walmart, and platforms like BigCommerce or Shopify or in training sellers on managing these tasks
• Intermediate Excel proficiency (including vlookup and handling large datasets)
• Ability to break down business processes and functional needs into development scopes for our development team to create automations or enhance SureDone
• Strong communication skills, both written and spoken, that demonstrates professionalism and attention to detail, and with excellent grammar and spelling
• Experience with remote training or person-to-person instruction
• Ability to multitask and manage multiple projects with strong organizational skills
• Understanding of de-escalation methods
• Fluent English, with clear and professional communication
• Consistent availability during Eastern Time Zone hours (8am-5pm or 9am-6pm)
• Authorized to work in the US, with a permanent US address preferred

Responsibilities

• Break projects into manageable tasks using specialized onboarding management tools, track progress, and frequently communicate with customers and team members
• Make sure that projects move forward and that the customer and other SureDone team members know what needs to be done
• Teach customers how to configure and use our platform effectively, support software-related customer inquiries, and ensure data accuracy
• Work closely with Sales, Product, and Support teams to address client needs, answer product questions, and escalate issues as necessary
• Develop high level scopes to automate tasks in SureDone’s automation engine
• Troubleshoot completed scripts with customers as needed
• Help out with tasks beyond onboarding, like supporting our help desk, sales, marketing, and even representing SureDone at trade shows
• Act as the primary point of contact during onboarding, addressing client questions, providing guidance, and fostering trust from day one
• Proactively identify opportunities for clients to use additional requirements, maximizing their value from our offerings
• Collect client feedback on experiences to inform improvements and ensure we meet client needs
• Ensure all necessary account documentation is completed, with thorough tracking for seamless account management

Preferred Qualifications

• Experience with multichannel eCommerce software such as SureDone, Channel Advisor, Solid Commerce, Feedonomics, SellerCloud, Spark Shipping or similar platforms
• Experience with e-commerce in the automotive, motorsports or powersports parts and accessories space, including a familiarity with fitment
• Familiarity with APIs, XML, JSON, and CSV formats

Benefits

• 100% coverage of medical, dental and optical insurance for you with extra compensation if you opt-out with existing coverage
• 401k
• Flexible Spending Account (Both healthcare and dependent care)
• Free membership to TalkSpace
• Free access to HealthAdvocate
• Supplemental Life Insurance
• Supplemental short term and long term disability
• Paid Time Off
• Work from anywhere in the world
• Supportive team environment