About the company:

Our client is a rapidly growing AI-powered business development software for commercial general contractors that transforms how companies find new work and manage relationships. Their cutting-edge technology acts as a force multiplier for business development teams, optimizes project ROI with early engagement, and drives growth. They are on a mission to transform how construction companies build relationships, and we're looking for passionate individuals to join our dynamic team.

The Role:

We are looking for a Customer Onboarding Specialist to join our team and play a pivotal role in ensuring a seamless transition for new customers. As the first point of contact post-sale, you will own the onboarding experience, guide users through the product, and set the foundation for long-term success. This role is critical to building trust, driving product adoption, and ensuring customer satisfaction.

Key Responsibilities:

Trial Kick-Offs: Manage and execute trial kick-off meetings, ensuring customers are set up for success from day one
Customer Onboarding: Lead new customer onboarding processes, including training sessions, account setup, and product walkthroughs tailored to their needs
Enhance the onboarding experience by simplifying the transition from free trial to paying customers
Technical Product Support: Provide initial technical support to address customer inquiries during onboarding
Customer Success Metrics: Monitor and report on key metrics such as retention, engagement, and time-to-value for onboarding customers
Customer Communication: Collaborate with customers through tools like Intercom, ensuring prompt responses and proactive outreach during the onboarding phase
Content Creation: Develop and maintain CS resources (FAQs, guides, video tutorials) to streamline the onboarding process and improve scalability
Case Studies: Work with customers to identify success stories and develop compelling case studies
Feedback Loop: Act as the voice of the customer, collecting feedback and working with the product team to drive improvements
CRM Management: Maintain accurate records of customer interactions, onboarding progress, and feedback in the CRM
Cross-Functional Collaboration: Liaise between sales, customer success, and product teams to ensure a cohesive customer journey

Requirements

What You'll Bring:

2+ years of experience in customer onboarding, success, or account management, ideally within a SaaS environment
A background or familiarity with the construction industry
Exceptional communication and presentation skills, with the ability to explain technical concepts to non-technical users
Strong organizational skills and attention to detail, with the ability to manage multiple projects simultaneously
A proactive, problem-solving mindset with a passion for delivering an exceptional customer experience
Experience with customer success tools like Intercom and CRM platforms (e.g., HubSpot, Salesforce)
Self-starter attitude and ability to thrive in a fast-paced, dynamic startup environment

Benefits

Influence & Impact: We encourage initiative and open sharing of ideas to improve the company
Flexible Work Culture: Outcomes matter more than hours. Our remote-friendly practices support diverse lifestyles and work styles
Strong Team Culture: Enjoy working with teammates through retreats, hangouts, and team-building activities
Transparency & Growth: We openly share financials and strategies, enabling you to contribute and grow professionally
People-First Values: Integrity and kindness guide our actions, fostering open communication and collective success

Application Process:

The application process includes a primary interview to discuss qualifications, a skills assessment to test technical abilities, a pitch call and a management interview to evaluate the cultural add to the team and leadership potential.

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Customer Onboarding Specialist