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Customer Onboarding Specialist

2 months ago

Framingham, Massachusetts, United States Definitive Healthcare Full time

At Definitive Healthcare, our passion is to transform data, analytics and expertise into healthcare commercial intelligence. We help clients uncover the right markets, opportunities and people, so they can shape tomorrow's healthcare industry. Our SaaS platform creates new paths to commercial success in the healthcare market, so companies can identify where to go next.
Our employees are kind, collaborative, energetic, approachable and driven. On top of that, we value the unique perspectives, backgrounds and voices of our employees. Why? Because their diverse experiences drive new ideas and help us build a better community.
For over 10 years, we've built a collaborative culture driven by employees who share a passion for improving the healthcare ecosystem, enjoy giving back to the local community and value diversity and inclusion.
One of the hallmarks of our culture is our commitment to community service. Through the DefinitiveCares program, employees can work with their choice of more than 40 charitable organizations, supporting causes from hunger and homelessness to healthcare, LGBTQ+ issues, racial justice, women's initiatives and more. 2021 marked the sixth year that we had 100% employee participation in DefinitiveCares.
We also provide a range of opportunities for employees to connect with each other. Employees can join any of our employee run affinity groups supporting causes such as women's empowerment, LGBTQ+, Black, indigenous and people of color (BIPOC), disabilities and working parents and potential for many more. Affinity groups often enable greater education companywide through training, events and speaker series.
We're also a great place to work. For five years in a row, we've been recognized by the Boston Business Journal and the Boston Globe as a best place to work in Massachusetts. In 2022, Energage recognized us for Culture Excellence in Compensation & Benefits, Innovation, Great Leadership, Purpose & Value and Work-Life Flexibility
Think you'd be a good addition to our team? Explore our available positions here. We'd love the chance to get to know you.
Your challenge:
As a Customer Onboarding Specialist, you will be responsible for supporting the client during their initial integration with the Definitive Healthcare software and services. Our specialists achieve this through understanding customer business goals and objectives, developing strong rapport, and executing against a defined onboarding schedule. You will be accountable for customer satisfaction and supplier platform adoption through overseeing new supplier onboarding and engagement. You will manage a portfolio of onboarding projects with a diverse set of customers, and as the first touch point in a customer's experience after post sales, you will be a critical player in driving long-term customer success and demonstrating the value of the Definitive solution. To be successful in this role, the Onboarding Specialist will work across departments, including Sales, Customer Support and Education, bringing customer objectives to fruition through cross-departmental collaboration and communication. The ideal candidate has experience in data based products, strong communication skills and attention to detail, with an outstanding aptitude for applying technology to achieve business outcomes.
Here are some things you will tackle:

  • Become an expert on the Definitive solution and train customers with varying levels of sophistication
  • Assist customers to navigate the technical aspects of the onboarding process, including the implementation of Definitive software and integrations.
  • Identify and drive efficiency in the onboarding process and process improvements on an ongoing basis
  • Collaborate with Sales and Account Management teams to ensure smooth hand-offs before and after onboarding
  • Assist customers to quickly identify potential issues and escalate them appropriately to ensure the best possible experience during the onboarding period

What you'll need:

  • 1+ years of experience in a customer-facing role for a technology company (preferably SaaS)
  • Proven ability to manage a portfolio of accounts with keen prioritization and multi-tasking abilities
  • Exceptional interpersonal skills; you have the unique ability to talk technical details and business strategy, in the same conversation
    • Proficient with Excel, comfortable with Salesforce, familiar with Zendesk
  • Strong technical aptitude and a drive to learn
    • Respect processes but be adaptable through change
  • Strong organizational and analytical skills with a keen attention to detail
  • Customer-first mentality; ability to empathize and build customer relationships
  • Ability to think creatively and be persistent
  • Coachable, open to feedback and dedicated to constant self-improvement

Why we love Definitive, and why you will too

  • Industry leading products
  • Work hard, and have fun doing it
  • Incredibly fast growth means limitless opportunity
  • Flexible and dynamic culture
  • Work alongside some of the most talented and dedicated teammates
  • Definitive Cares, our community service group, gives all of us a chance to give back
  • Competitive benefits package including great healthcare benefits and a 401(k) match

What our Employees are saying about us on Glassdoor:
"Great Work atmosphere, great work life balance, excellent company to work for, amazing top notch product, incredible customer service, lots of tools to help you succeed."
-Business Development Manager
"Great team. Amazing growth. Employees are treated very well."
-Research Analyst
"I have waited 36 years to work at a dream job for a dream company and I am so happy to have finally got there."
-Profile Analyst
If you don't fit all of these qualifications, but believe you're still a great fit, feel free to apply and tell us why in your cover letter.
If you are a California, Colorado, New York City or Washington resident and this role is a remote role, you can receive additional information about the compensation and benefits for this role, which we will provide upon request.
Definitive Hiring Philosophy
Definitive Healthcare is an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and teammates. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, religion, age, gender, gender identity, sexual orientation or any other status. If you're interested in working in a fast growing, exciting working environment - we encourage you to apply
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Please note : All communications regarding the hiring process at Definitive Healthcare will come directly from one of our corporate recruiters or coordinators with an email address. We will never request any money transfer or purchase of equipment with a promise of reimbursement. If you receive any suspicious communications, please reach out to to confirm your status in the application process.