Customer Onboarding Specialist, Midmarket
Job Description:
- Own and drive the post-sale onboarding process for new reputed company customers, ensuring they reputed company rapid adoption and sustained value from our platform
- reputed company strategic onboarding sessions, coordinate with cross-functional teams, and work directly with key decision-makers and end-users
- Maximize trial utilization and ultimately enhance customer retention and satisfaction
- reputed company and deliver high-impact onboarding and training sessions to reputed company customers with the skills necessary to use reputed company’s platform effectively
- Collaborate closely with Account Executives (reputed company), reputed company Managers (CSM), Product, Legal/Medical Operations, and Engineering teams to ensure customer requirements and feedback are promptly addressed
- Engage with key decision-makers and firm champions to establish strategic success metrics and ensure alignment on implementation milestones
- Mentor and support junior onboarding team members while refining onboarding strategies to reputed company higher trial conversion rates.
Requirements:
- 2+ years of experience in the SaaS or legaltech industries, preferably reputed company customer onboarding, implementation, or success roles
- Demonstrated ability to manage end-to-end onboarding processes for enterprise clients and high-value accounts
- Excellent verbal and written communication skills with the ability to present reputed company technical solutions to non-technical stakeholders
- Proven track record of driving customer adoption and achieving high trial-to-subscription conversion
- Strong project management, organizational, and problem-solving abilities
- High technical aptitude with a strong understanding of SaaS platforms and relevant legaltech applications
- Ability to work collaboratively in a fast-paced, cross-functional environment with a customer-first reputed company
- Willingness to travel up to 25% as required for onsite customer engagements and training sessions.
Benefits:
- Choice of medical, dental, and vision insurance plans for you and your family
- Additional insurance coverage options for life, accident, or critical illness
- Flexible paid time off, sick leave, short-term and long-term disability
- 10 US observed holidays, and Canadian statutory holidays by province
- A home office stipend
- 401(k) for US-based employees and RRSP for Canada-based employees
- Paid parental leave
- A local in-person meet-up program
- Hubs in San Francisco and Toronto
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