Onboarding Specialist

Summary

Join Steer's thriving Customer Success team as a dynamic Onboarding Specialist. You will play a key role in ensuring successful software adoption by automotive repair shops. This involves onboarding customers through various communication channels, tracking issues, collaborating with other departments, and building processes for scalability. You will also proactively mitigate cancellations and provide valuable feedback to the product team. This is a remote position offering significant growth potential and a comprehensive benefits package.

Requirements

• 1+ years of experience in onboarding where you owned a time target
• Experienced using HubSpot, Salesforce or a similar CRM tool
• Strong ability to build and maintain positive relationships with customers, identifying opportunities for business growth, and resolving customer complaints
• Ability to effectively solve customer escalations as needed, interacting with customer support, development, and product to see issues through from start to finish
• Ability to learn new software applications quickly
• Ability to adapt quickly in a fast-paced, startup environment

Responsibilities

• Help customers successfully onboard and begin using Steer through video calls, emails, and phone calls with customers
• Track and monitor all assigned customer issues and requests through resolution, ensuring customers are updated regularly
• Partner with departments such as technical support, development, and product to drive successful launches with customers, properly manage expectations, drive customer outcomes and feature adoption, while managing the overall long-term relationship
• Assist in building processes and assets that enable steer to scale the Customer Success organization
• Proactively identify and mitigate cancellations, seeking assistance internally as needed
• Build and cultivate consultative customer relationships to ensure strong product usage and adoption of new product capabilities by customers
• Provide strategic insights and feedback to the Product team on what is working and what is not, to drive increased sales velocity and adoption

Preferred Qualifications

• Experience working in the automotive technology industry
• Experience working at a CRM or SaaS company
• Experience working at a growing startup

Benefits

• 100% remote
• 100% employer paid medical insurance
• Flexible PTO with 15 days minimum
• Generous Parental Leave
• FSA and HSA
• 401k
• Learning Stipend
• WFH Equipment
• Chance to work with the latest technology
• A collaborative and innovative work culture
• Opportunities for career growth and development