SaaS Ops Onboarding and Support Team Lead

Summary

Join MyAdvice as a SaaS Onboarding & Support Specialist and manage client onboarding from start to finish, providing top-tier support for existing accounts. Ensure seamless implementation and continued success for clients by serving as a knowledgeable resource for Customer Success teams and a product expert. Execute and oversee end-to-end onboarding for new clients. Provide responsive and effective support to existing client accounts, offering technical assistance via various channels. Collaborate with internal teams to improve onboarding workflows and boost efficiency and client satisfaction. Stay updated on local SEO best practices and trends. MyAdvice empowers business owners to increase revenue through digital marketing, offering a SaaS platform with a proven step-by-step plan for implementing growth-oriented marketing tactics.

Requirements

• Proven experience in SaaS onboarding, implementation, or client support
• Strong problem-solving skills and attention to detail
• Ability to manage multiple projects and deadlines simultaneously
• Excellent communication and collaboration abilities
• Excellent verbal and written communication skills
• Strong troubleshooting and debugging skills
• A collaborative attitude and ability to explain technical concepts to non-technical users
• Basic understanding of SEO best practices
• Basic Google Business Profile experience

Responsibilities

• Execute and oversee end-to-end onboarding for new clients to ensure a smooth implementation process
• Provide responsive and effective support to existing client accounts
• Provide technical assistance to clients via email, phone, or support ticketing systems
• Act as a subject matter expert on MyAdvice products and services
• Collaborate with internal teams to improve onboarding workflows and reduce Time To Value
• Continuously identify and implement process improvements to boost efficiency and client satisfaction
• Stay updated on local SEO best practices and trends to improve support capabilities

Preferred Qualifications

• Bachelor’s degree preferred in Marketing, Business, Communications, or related field (or equivalent experience)
• Experience with CRM and support tools preferred

Benefits

We encourage continuous education, career development and work/life balance while thriving in a casual and collaborative work environment