Customer Success Onboarding Specialist (Hybrid Position)

About The Customer Success Team:

Our Customer Success team supports a wide array of customers throughout the entire customer journey, as they engage with us and adopt our services to achieve their goals. We ensure customers are optimized and scaled effortlessly through impactful engagements, all focused on driving business and technical value. Our obsession is understanding a customer’s business to build lasting partnerships that continue to add value over time. We are laser focused on making customer success a company-wide imperative and building a culture around putting customers first.

We are looking for an ambitious and resourceful Customer Onboarding Specialist to join our ranks, as we grow our customer base.

Who You Are:

As a Customer Success Onboarding Specialist, you will be responsible for project managing a seamless customer onboarding journey ensuring our small to mid-sized customers experience a rapid time to value.

You are passionate about customers and transforming and optimizing customer experiences, and you will manage projects with ease. You are energized by a low-ego, “all hands-on deck” environment and care deeply about not only making your portfolio customers successful, but also collaborating with your peers to ensure eSentire’s success. You are empathetic, enthusiastic and take risks – upping the game of the Onboarding team. You are an independent critical decision maker and a strategic thinker with no problem taking on the nitty-gritty work.

What You Are Great At:

Your top priority will be managing the onboarding of services and driving customer engagement for your portfolio of customers.

Your responsibilities will include you:

• Deliver a seamless customer experience throughout the customers onboarding journey
• Driving the successful delivery of services to eSentire’s customers under the pressure of tight timelines and complex environmental and resource interactions
• Drive customer engagement through product discussions, service delivery and platform demonstrations
• Track progress and report on project status internally and to customers throughout the project life cycle tooling
• Establishing good communications and relationships with the customer to ensure that customer queries or problems are resolved in a timely manner
• Managing scope, risk, schedule, quality, and communication for various stakeholders
• Manage internal projects and processes as assigned
• Coordinate transition from Onboarding to ongoing Support/CSM at completion of project
• Create and manage engaging and useful onboarding documentation for customers
• Develop internal processes to improve the project lifecycle, simplifying the process for customers
• Contribute to customer success plans – understanding customer objectives and can develop plans to manage with CSM team members
• Collaborate with peers to ensure customers are successful
• Make recommendations and influence important operating issues/decisions for the broader team
• Find ways to streamline work, innovate key processes and leverage technology

What We Require:

• 1-2+ years of managing customer facing implementation projects, customer service, account management or customer success, or equivalent industry experience
• Experience managing a high volume of customers
• Previous experience onboarding customers in a B2B SaaS or managed services environment is considered an asset
• Proven success and experience in managing, communicating, and supporting customers
• Advocate as the voice of customers – identify and convey customer feedback and use cases to product team
• Deliver and communicate confidently
• Proactive and aggressive to set and deliver ambitious metrics
• Ability to learn and persuasively articulate eSentire’s value proposition to customer senior executive teams
• Strong communication and presentation skills (phone, video, email)
• Patient and positive as we aggressively scale-up and embrace change

Pay Type

Salary

Read Full Description