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Onboarding Specialist (Advanced)
- IT, Software development, System Engineering Jobs
- Sales, Business Development, Business Consulting
- Marketing and PR, Advertising and Creative Media Jobs
- Management (incl. project, product management & human resources)
Description
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Effectively onboard new Mid Market customers, leading them through multiple software migrations and integrations in order to execute on customer use cases and key milestones and to fast-track value.
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Lead the implementation phase for new customers including onboarding project scope, plan, resources, and timeline.
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Adapt processes to provide a tailored onboarding experience and meet customer needs while achieving key milestones.
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Communicate effectively with both technical and non-technical stakeholders to drive the project forward through visibility and accountability to reach customer goals.
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Provide technical consultation for migration plan and use case execution.
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Work to set priorities and establish a technical health plan for open problems and resolve issues in a timely manner.
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Monitor onboarding health across all new customers to ensure we are fast-tracking value and setting customers up for long term success.
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Diagnose software issues and leverage Klaviyo resources to resolve in a timely manner.
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Provide support and guidance on technical and non-technical related questions (e.g: marketing, sales, ecommerce setup questions) to execute on customer use cases.
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Collaborate with internal stakeholders including Solutions Architects, Sales, CSM, and Product in order to drive the onboarding project and achieve customer goals.
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Advocate internally for customers throughout the entire onboarding/implementation process. Proactively surface, coordinate and drive new ideas to improve onboarding processes. This includes being the customer experience expert and working with product and engineering teams for integration, customer setup and UI improvements to ultimately reduce friction and Time to Value for customers.
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Contribute to a positive team environment of collaboration, customer empathy, equality, and inclusion.
Responsibilities
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3+ years of customer onboarding experience with a track record for building and nurturing relationships with multiple stakeholders on an account at a time.
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Strong understanding of integrations and APIs and are technically passionate
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An effective project manager with a track record of leading through complexity and driving outcomes on time.
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Can quickly learn & communicate technical concepts.
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Consult and advise on technical integration and migration best practices
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Experience working with MidMarket customers
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Excellent at communicating through a variety of channels that require both written and verbal skills.
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Experience in marketing or advising customers on marketing strategy.
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Experience managing customer relationships through Gainsight or similar CRMs
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Thrives in a collaborative environment.
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Curious and eager to learn.
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Able to adapt in a quickly changing environment
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Experience with: Microsoft Office Suite, G-Suite, Google Sheets, PowerPoint
Hard Skills
- Microsoft Office
- G-Suite
- Customer relationship manager (CRM)
- Account management
- Opportunity analysis
- Relationship building
- Customer success
- Client management
- Digital marketing campaigns
- Cross-functional collaboration
- Business planning
- Best practice development
- Business analysis
- Timelines
- Deliverable management
- Scheduling
- Ability to use project management software
- Advanced language knowledge
- Advanced writing skills
Soft Skills
- Communication
- Adaptability
- Skilled Collaborator
- Self-motivated
- Enthusiastic
