You:
A highly motivated and driven Onboarding Specialist looking to make an impact. You are a self-starter who can work well under pressure and balance competing priorities in a fun, results-oriented work environment. Your professional demeanor would immediately gain the respect and trust of our service business owner clients. You’re the first one in your family to figure out any new technology and enjoy teaching others how to use it. Since you will be responsible for the customer success and retention of new business, you’ll need to love helping customers succeed and finding the “win-win” outcome in any customer interaction.
Us:
At Customer Lobby we provide the leading automated customer communication SaaS product focused on small businesses. Our automated retention & marketing software analyzes our clients’ data, uses artificial intelligence to predict customers who will need service soon, and reaches out to their customers with personalized postcards and emails. We are seeing explosive success in a market that technology has often left behind, and feel proud to be helping services businesses grow.
Key Responsibilities:
Coordinate with the sales team to ensure all pre-onboarding requirements have been met before initiating the onboarding process.
Schedule and run setup calls to better understand the needs of our new members, define their personal customer journey, and ensure expectations are properly set.
Act as a consultant to the businesses we work with - advise them on best practices for marketing to their customers and increasing their business
Document the customer journey in CRM tools, leaving detailed notes that will assist the Customer Success team in serving members after the hand-off
Identify opportunities to upsell - notice clients who have needs that our products can help address
Partner with the development team to address any technical hurdles that might present themselves throughout the onboarding process
Skills and Experience:
2 – 4 years managing and onboarding a portfolio of accounts, working with a range of VP/C-suite/SMB owners (SaaS account management a plus)
Organized, detail-oriented individual capable of managing multiple customer onboarding journeys at once
Customer service orientation built on empathy, active listening, and servitude
Excel acumen with the ability to understand, analyze, and interpret data to make organizational, planning and problem-solving decisions.
Strong written and oral communication skills
Must be a confident, adaptable self-starter who thrives in an empowered, fast-paced environment
Ability to prioritize the most important activities daily in order to maximize time spent on each account
SalesForce, ChurnZero, Office 365, and previous direct mail/online marketing experience a plus
Compensation, Benefits & Perks:
This is a full-time position with competitive salary (55k base)
Medical, Dental, Vision, Life, 401K
Paid vacation, personal time and holidays
Paid day off for your birthday!
Monthly company paid activities (i.e. happy hour, parties, etc.)
Gym reimbursement
Office located close to BART - 12th St. Oakland Station
Option to work remotely
EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!
EverCommerce
Oakland California
United States
Customer Service / Call Center
(No Timezone Provided)
You:
A highly motivated and driven Onboarding Specialist looking to make an impact. You are a self-starter who can work well under pressure and balance competing priorities in a fun, results-oriented work environment. Your professional demeanor would immediately gain the respect and trust of our service business owner clients. You’re the first one in your family to figure out any new technology and enjoy teaching others how to use it. Since you will be responsible for the customer success and retention of new business, you’ll need to love helping customers succeed and finding the “win-win” outcome in any customer interaction.
Us:
At Customer Lobby we provide the leading automated customer communication SaaS product focused on small businesses. Our automated retention & marketing software analyzes our clients’ data, uses artificial intelligence to predict customers who will need service soon, and reaches out to their customers with personalized postcards and emails. We are seeing explosive success in a market that technology has often left behind, and feel proud to be helping services businesses grow.
Key Responsibilities:
Coordinate with the sales team to ensure all pre-onboarding requirements have been met before initiating the onboarding process.
Schedule and run setup calls to better understand the needs of our new members, define their personal customer journey, and ensure expectations are properly set.
Act as a consultant to the businesses we work with - advise them on best practices for marketing to their customers and increasing their business
Document the customer journey in CRM tools, leaving detailed notes that will assist the Customer Success team in serving members after the hand-off
Identify opportunities to upsell - notice clients who have needs that our products can help address
Partner with the development team to address any technical hurdles that might present themselves throughout the onboarding process
Skills and Experience:
2 – 4 years managing and onboarding a portfolio of accounts, working with a range of VP/C-suite/SMB owners (SaaS account management a plus)
Organized, detail-oriented individual capable of managing multiple customer onboarding journeys at once
Customer service orientation built on empathy, active listening, and servitude
Excel acumen with the ability to understand, analyze, and interpret data to make organizational, planning and problem-solving decisions.
Strong written and oral communication skills
Must be a confident, adaptable self-starter who thrives in an empowered, fast-paced environment
Ability to prioritize the most important activities daily in order to maximize time spent on each account
SalesForce, ChurnZero, Office 365, and previous direct mail/online marketing experience a plus
Compensation, Benefits & Perks:
This is a full-time position with competitive salary (55k base)
Medical, Dental, Vision, Life, 401K
Paid vacation, personal time and holidays
Paid day off for your birthday!
Monthly company paid activities (i.e. happy hour, parties, etc.)
Gym reimbursement
Office located close to BART - 12th St. Oakland Station
Option to work remotely
EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!