Customer Onboarding Specialist

This is a fully remote position, open to applicants in Illinois, +1 more state.

📋 Description

• Oversee the complete onboarding journey for SMB clients, encompassing project initiation, system setup, user training, and go-live assistance.

• Handle a portfolio of multiple simultaneous onboarding projects, ensuring customers adhere to established milestones and timelines.

• Provide support to lower mid-market accounts or assist team members’ portfolios as required by business needs and team capacity.

• Conduct retraining sessions for current SMB customers as necessary.

• Assist in ownership transitions for SMB accounts.

• Identify and pursue upsell opportunities within the customer portfolio, collaborating with Sales and Customer Success to enhance product usage and Annual Recurring Revenue (ARR).

• Act as the main point of contact during implementation through phone, email, and video communication.

• Recognize and escalate churn risks promptly while implementing strategies for mitigation.

• Keep precise CRM records documenting account status, project advancements, and customer interactions.

• Produce product and service reports by analyzing customer data.

• Work together with Sales, Customer Success, Support, and Product teams to ensure smooth transitions and resolve customer challenges.

• Share insights and best practices with colleagues to foster continuous improvement.

⛳️ Requirements

• Bachelor's degree is mandatory.

• A minimum of 2 years of customer-facing experience in a SaaS, technology, or healthcare setting.

• At least 1 year of experience in implementing software or web-based platforms.

• Excellent organizational, presentation, and communication skills.

• Familiarity with project management or CRM software is essential.

• A true enthusiasm for assisting individuals in resolving real-world problems.

• Comfortable working in a fast-paced environment where priorities and account assignments may change based on team requirements.

• Experience with senior living or healthcare software is advantageous.

• Willingness to travel at least 25% based on customer demand.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with company matching.

• Opportunities for professional development and career advancement.

• Flexible work environment with remote work options.