Customer Onboarding Specialist
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Customer Onboarding Specialist
Ref No.: 17-06446
Location: Philadelphia, Pennsylvania
Position Type:Direct Placement
Start Date: 07/19/2017
Title: Customer Onboarding Specialist
Location: Philadelphia, PA (100% Onsite)
Duration: FULL TIME Permanent
Start: ASAP
Interview Process:
Phone Interview & Onsite Interview

JOB DESCRIPTION
Position Requirements:
- Need someone who has a strong Marketing/Biz Dev background with software & subscription experience
- Start up world is a plus (web or mobile app)
- Customer experience & onboarding component, help drive and increase growth
- balance between customer facing support, working with marketing/product/development
- Higher level blend of strategy and tactics, work with dept. heads to come up with solutions
- Understand and analyze customer base (trials to customers, how to convert them)
- Data analyst with strategic thought behind
- Customer facing support function + triggers behind the scene from Marketing & Support standpoint
- SaaS background preferred, but Comcast or other may be considered
- B2C and B2B

-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