Urgent: Onboarding Specialist
About the Role:
We're seeking a highly skilled Customer Onboarding Specialist to join our team. In this critical role, you'll be responsible for ensuring seamless customer onboarding experiences, from initial setup to successful implementation. Your expertise will help us build strong relationships with customers, driving their success and satisfaction.
Your Key Responsibilities:
* Own customer relationships from completed sale through successful 'go live', providing proactive strategic advice and guidance.
* Lead the implementation phase for new customers, defining project scope, developing project plans, allocating resources, and setting timelines.
* Onboard new clients, equipping them for success, responding to client queries in a timely manner, and sharing Klaviyo best practices to achieve initial business goals.
* Proactively review customer dashboards, address open issues, and ensure consistent messaging and appropriate escalation.
* Follow up promptly on all customer questions via phone and email.
* Communicate effectively with both technical and non-technical end-users, supporting a wide range of technologies.
* Diagnose software issues, resolve customer complaints using established processes, and provide support and guidance on technical and non-technical topics.
* Advocate for customers throughout the onboarding/implementation process, surfacing, coordinating, and driving new ideas to improve onboarding processes.
* Monitor onboarding health (time to first KAV) across all new customers and act as a point of escalation.
* Conduct post-mortems, create recommendations based on lessons learned, identify successful and unsuccessful elements of onboarding/implementations, and document established best practices.
What We're Looking For:
* A minimum of 1 year of customer onboarding experience, with a proven track record of building and nurturing relationships with multiple stakeholders per account.
* Fluency in English and Italian (spoken and written).
* An excellent communicator who can communicate through various channels, requiring both written and verbal skills.
* Experience explaining how to reach key goals using software with end-users.
* A creative problem-solver for customers and end-users.
* Marketing or advising customers on marketing strategy experience is a plus.
* Ability to thrive in a collaborative environment.
* Excellent organizational and project management skills.
* Strong communication skills via phone, video conference, and email.
* Curious and eager to learn.
* Adaptability in a quickly changing environment.
* Experience with Microsoft Office Suite, G-Suite, Google Sheets, PowerPoint.
* Track record managing customer relationships through Salesforce or similar CRMs.
* Experience using email marketing platforms and E-Commerce platforms is a plus.
About Us:
We value diversity, equality, and inclusion in the workplace. Our compensation package includes a comprehensive range of benefits, including participation in our annual cash bonus plan, variable compensation for sales and customer success roles, equity, sign-on payments, and generous health, welfare, and wellbeing benefits based on eligibility.Visit our website to find out more about our Total Rewards package.
We're committed to equal opportunity and non-discrimination in all aspects of employment.