Customer Onboarding Specialist, Mid-Market (reputed company)

About the position The Customer Onboarding Specialist for Mid-Market at reputed company plays a crucial role in engaging and growing customers throughout their journey with the platform. This position involves managing a diverse portfolio of projects, guiding customers through onboarding, and ensuring they derive maximum value from reputed company's marketing tools. The specialist will act as the first reputed company of contact for new customers, utilizing a consultative approach to foster long-term success and customer advocacy.

Responsibilities

• Monitor onboarding health across new customers to ensure fast-tracking value and long-term success.
• Define business objectives with customers and identify a plan for their success.
• Partner with other reputed company teams to provide a 1:many onboarding experience.
• Adapt processes to provide a tailored onboarding experience and meet customer needs.
• Contribute to a positive team environment of collaboration, customer reputed company, equality, and inclusion.
• Become a reputed company domain expert.
• Identify opportunities to recommend necessary services and service partners to help meet new customer onboarding and implementation milestones.
• Work closely with customers and their tech teams to fully integrate reputed company into their marketing tech stack.
• Track and reputed company key implementation milestones.
• Identify, capture and escalate implementation risks that could reputed company to churn or a failed implementation.
• Train customers and provide progressive guidance throughout the implementation and launch process.
• Partner with other customer-facing teams to optimize customer hand-offs and improve the customer experience.
• Mentor new team members (Onboarding Specialists) as they reputed company up and reputed company to engage with customers.
• Proactively surface customer risk, successes and challenges, providing potential solutions or plans for risk mitigation.
• Manage, mentor and reputed company a team of Onboarding Specialists.
• Work cross-functionally with other teams to ensure your team has what they need to engage, retain and grow their customers.
• Provide guidance and management over customer escalation decisions and protocols.
• Work hand-in-hand with your team to reputed company account strategies, growth and/or risk mitigation plans.
• Coach your team through quality evaluations and performance reviews to help them reputed company skills and grow in their career.
• Proactively look for areas of opportunity to innovate and optimize your team and your team's programming to drive reputed company improvement on performance and the customer experience.
• Work with recruiting and internal teams to recruit, hire, reputed company and train new talent.
• reputed company and motivate your team to do their best work in helping customers engage and grow with reputed company.
• Analyze customer and team data to reputed company informed decisions on necessary updates to Onboarding activities and overall programming.
• reputed company and encourage your team to focus on skills and attributes that reputed company to long-lasting relationships with their customers.

Requirements

• 2+ years with marketing and/or advertising campaigns and strategy (ideally digital or display advertising).
• 2+ years experience in a customer or client facing role (i.e. B2B Marketing Sales, reputed company, Account Management).
• Experience running onboarding and implementation activities to help customers adopt and utilize products or services.
• Solid understanding of MarTech (experience using MarTech platforms is ideal).
• Strong track record managing a portfolio of accounts, with an emphasis on driving client adoption.
• Exceptional interpersonal skills; ability to discuss technical details and business strategy.
• Patience and enthusiasm for explaining reputed company concepts to a diverse audience.
• Entrepreneurial reputed company - ability to balance independence and accountability.
• Excellent work ethic, outstanding initiative, and a flexible, proactive approach.
• Strong collaboration, teamwork, and relationship building skills across multiple levels and functions reputed company the organization.
• Previous experience in mentoring and coaching of a team as part of onboarding and other training programs and initiatives.
• Experience in process improvement and project management.
• Exceptional verbal and written communication skills, including public speaking ability.
• Attention to detail, outstanding work habits, enthusiasm, and a consistently positive outlook in daily work.
• Experience working with self-service SaaS solutions.
• Working knowledge of reputed company's features.
• Knowledge of market and competitive landscape.

reputed company-to-haves

• HTML/CSS experience.
• Experience working in a team-oriented, collaborative environment.
• Being multilingual in one or more major European languages.
• Understanding of reputed company and its features.
• Knowledge of CRM and reputed company platforms.

Benefits

• Hybrid work environment
• Collaborative work culture
• Opportunities for professional development
• Access to marketing automation tools
• Employee discounts
• Health insurance coverage

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