Customer Onboarding Specialist

3 days ago

Los Angeles CA United States MoeGo Community Full time

About MoeGo

Our Mission: The technology in the $130-billion pet industry is antiquated, and it has caused significant friction for the pet economy to progress. We aim to contribute to the pet industry by empowering everyone in the pet community. We strive to build the most trustful, impactful, yet simple-to-use solutions for everyone in the space, so that they can focus on doing what they love and thrive.

Our Team: Only the best can serve the best. To build the best product and service, we want the best talent. We are committed to seeking out and bringing together the most passionate, talented, and customer-focused individuals to form a team that sets the bar for excellence.

Our Culture: Every day, we ask ourselves: what if MoeGo disappears tomorrow? Would that be a big difference to our users? We’re not here to be just another option in the market. What motivates us is the pursuit of discovering and solving a series of real, impactful problems. By doing so, we aim to redefine the standard of technology and elevate the pet industry to an entirely new level.

We strive to drive changes for the better.

Reports To: Onboarding Manager

Position Overview: Our Customer Success Team is looking for an Onboarding Specialist who is passionate about setting the standard for customer experience. You will be responsible for setting customers up for success by helping them implement MoeGo. Because this is a new team, you will have a critical hand in shaping its function within our team. We hope you will be invigorated by the idea of stepping into the unknown, wearing many hats, and handling ambiguity in your day to day, improving the lives of pet lovers everywhere

Working Hours will be between Pacific or Eastern Standard Time (6AM-3PM or 9AM-6PM PT); considering locally in Los Angeles, California or Houston, Texas

Key Responsibilities:

  • Be a MoeGo product expert and discuss or educate on any nuance of the product internally and externally.

  • Own and manage customer relationships from purchase through successful implementation.

  • Help the customer define their needs and manage their timeline toward seeing value.

  • Complete video and phone calls to ensure that customers are supported during the onboarding process.

  • Respond to customer emails, chats, and calls regarding implementation.

  • Develop measurements to help understand the impact of successful implementation.

  • Successfully transfer your customer relationships to a customer success manager after onboarding.

  • Work with sales, product, and support teams to ensure that each piece of the journey meets customer expectations.

  • Build evergreen content and resources for customers (and other organizations) to use for education and to drive rapid product adoption.

  • Quickly pick up and disseminate any updates to the product, both to your customers and to your internal teams as needed.

  • Create initiatives that help to drive successful product implementation.

  • Create repeatable processes, resources, and frameworks to use when onboarding customers.

Minimum Qualifications:

  • Bachelor’s degree

  • 1+ year of experience in client facing roles in the SaaS industry

  • Pleasant and straightforward phone and video call manner.

  • Excellent written and verbal communication.

  • Customer relationship building and management skills.

Preferred Qualifications:

  • Highly self-motivated and driven

  • Project management experience

  • Excellent problem solving skills

  • Passionate about relationship building and helping clients succeed

  • Passionate about empowering people with technology

MoeGo offers a competitive compensation package (base salary, performance bonus, and benefits). This includes flexible benefit plans to employees and their family members at no cost to the employees and 401(k) matching.


MoeGo is committed to creating a diverse and inclusive work environment, and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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