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Customer Onboarding Specialist
Ref No.: 17-06445
Location: Philadelphia, Pennsylvania
Position Type:Direct Placement
Start Date: 07/19/2017
Title: Customer Onboarding Specialist
Location: Philadelphia, PA (Center City)
Length: Permanent
Rate: DOE
Start: ASAP

Job Description/
Mandatory Skills Required:
  • BS Degree in Business or related subject.
  • 3-5 years of customer onboarding experience (SaaS, technology environment).
  • Experience in a role that included customer training (online or in person).
  • Familiarity with customer service, call center, and CRM systems (Salesforce).
  • Experience developing customer training materials.
Experience – Preferred but not required:
  • Experience in a support, training, onboarding role with accounting, financial or bookkeeping software.
  • Experience using Salesforce.com/Pardot for customer onboarding programs.
  • Experience working with high-transactional volume of new customers on a low-cost SaaS solution (e.g. Constant Contact, Mailchimp....etc)
Key duties include:
  • Development, testing and management of customer onboarding communication workflows in collaboration with the email marketing and CRM team.
  • Implementation of industry best practices for high transaction, low subscription cost SaaS software.
  • Monitor, Measure and Map the customer's onboarding and status.
  • Implementation of weekly customer training and best practice classes delivered via online webinar platform.
  • Implementation and management of "white glove” edition customer onboarding program for business level customers.
  • Coordinates resources needed to complete onboarding tasks and proactively seeks out the assistance of others to determine solutions for complex issues and roadblocks.
  • Work closely with marketing to optimize communications to ensure high level of free trial conversion to paid client status utilizing a Common Conversion Activities (CCA) model.
  • Work to establish a customer advisory board and active Neat User Group.
  • Plan and execute physical customer events.
  • Work with executive management team to create customer rewards program.
If interested and able to interview, please reply back with your most updated resume!

Loreen