Customer Onboarding Specialist

ABOUT THE POSITION

We are currently looking to hire a Customer Onboarding Specialist to help our new customers navigate our platform and devices, leading them to be lifelong customers. The Customer Onboarding Specialist will be responsible for developing initial customer relationships and guiding them through setup and use of the system, leading to retention and loyalty. This role will work closely with customers to ensure they are well informed of our system capabilities and reinforce their decision to purchase Linxup products. This person will partner with Sales, Customer Success, Product, Customer Solutions, Customer Experience and more to provide an excellent experience to new customers by deeply understanding our products and how departments function together to deeply integrate new customers into our products – leading to organic growth to Linxup. 

ESSENTIAL FUNCTIONS – RESPONSIBILITIES

• Maintain a pipeline of new customers to establish a trusted/strategic advisor relationship with
• Facilitate successful onboarding of new customers assigned to the book of business
• Be an ongoing resource for customers within the first 6 months of becoming a customer
• Ensure customers are leveraging our products and services during the onboarding process, and educate them as necessary with insights and tactics to help their business
• Be comfortable interacting with the customers, leveraging all manners of communication, including phone calls, email, social networks, video calls, screen shares, etc to communicate opportunities and to extend initiatives with the company
• Act as an initial liaison between new customers and internal teams, and advocate for customer needs/issues cross-departmentally as appropriate, during the onboarding process
• Gather requirements and features from customers and their communities to augment Sales/Product/and business growth
• Work cross-functionally to identify the biggest sales opportunities and drive execution leading to real business results
• Monitor and manage assigned customer accounts through the onboarding process to ensure they are healthy while identifying at-risk accounts to deploy retention initiatives to minimize churn
• Conduct follow up at determined intervals after the initial onboarding process to ensure customer expectations and deliverables are met
• Complete customer profiling work as needed within Salesforce CRM
• As needed, work with Sales Operations team to update and modify onboarding processes to fit current needs and evolving program
• Bring thoughtful and creative ideas to enhance onboarding experience for customers as well as an overall onboarding program
• Assist with build-out of program elements as needed within system tools such as Outreach, Salesforce, etc.
• Other duties as assigned

QUALIFICATIONS

• Related Bachelor’s Degree preferred
• A 2+ year work history in Sales or Customer Success related roles
• An entrepreneurial mindset
• Highly motivated individual with the ability to understand and identify customer’s needs
• Team oriented individual who enjoys collaborating with others
• Strong problem-solving skills required
• A history of working with CRM software (Salesforce.com)
• Understanding of revenue-generating metrics, experience in a SaaS organization is a plus
• A passion for building business plans and executing strategic initiatives
• Comfortable in a fast-paced technology company, start-up experience is a plus
• Must have excellent interpersonal, leadership, organizational, and communication skills

WORK ENVIRONMENT

●        Fast-paced environment with opportunities for growth and reward

●        Company promotes work/life balance to achieve maximum performance professionally and personally

COMPENSATION & BENEFITS

●        We value hard work and on-the-job-excellence and offer competitive compensation and benefits packages:

●        Position offers salary and monthly bonus potential

●        Medical, Dental, Vision, Life and 401(k) benefits are offered

●        FTO-Flex Time Off