Onboarding Specialist at MS Shift, Inc. in New York, New York

Posted in Other about 20 hours ago.

Type: full-time





Job Description:

The Customer Onboarding Specialist is the first point of contact for new customers and plays a pivotal role in ensuring a smooth and successful transition to the company's SaaS platform. This role focuses on understanding customer goals, providing guidance, and setting them up for long-term success by delivering an exceptional onboarding experience.

The ideal candidate is highly organized, customer-focused, and has a passion for technology and building relationships.

Key Responsibilities

Onboarding Management:
  • Guide new customers through the onboarding process, including account setup, product training, and initial implementation.
  • Develop and execute tailored onboarding plans based on customer goals, industry, and use cases.
  • Ensure customers are effectively introduced to the features and value of the SaaS platform.

Customer Training and Education:
  • Conduct product demonstrations, walkthroughs, and training sessions for individuals or teams.
  • Create and deliver onboarding resources, such as guides, videos, and FAQs.
  • Answer customer inquiries promptly and escalate issues when necessary.

Relationship Building:
  • Establish strong relationships with customers, ensuring they feel supported and confident in using the platform.
  • Act as the primary point of contact during the onboarding phase.
  • Gather feedback from customers to improve the onboarding experience and address potential challenges proactively.

Collaboration with Internal Teams:
  • Work closely with Sales, Product, and Customer Success teams to align onboarding processes with customer needs.
  • Provide insights to the Product team about common customer pain points and feature requests.
  • Partner with Technical Support teams to resolve onboarding issues efficiently.

Metrics and Reporting:
  • Track and report onboarding progress and customer satisfaction metrics.
  • Monitor key performance indicators (KPIs) such as time-to-value, onboarding completion rates, and churn risk.
  • Identify opportunities for improving onboarding processes and reducing customer ramp-up time.

Skills & Qualifications

Education: Bachelor's degree in Business, Communication, Technology, or a related field (preferred).

Experience:
  • 5+ years in customer success, onboarding, or implementation roles, ideally in SaaS or technology.
  • Experience working directly with customers to deliver product training or technical support.

Technical Skills:
  • Proficiency in SaaS tools and platforms (e.g., CRM systems, Salesforce).
  • Ability to quickly learn and explain complex software features.

Soft Skills:
  • Exceptional communication and interpersonal skills.
  • Problem-solving mindset with the ability to anticipate and address customer challenges.
  • Strong organizational skills and attention to detail.

Key Competencies
  • Customer-centric approach with a focus on delivering value.
  • Strong project management and time management skills.
  • Ability to work collaboratively in cross-functional teams.
  • Analytical mindset to identify trends and opportunities for improvement.

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