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Onboarding Support Specialist

2 months ago

Seattle, United States Square Full time

Job Description We are looking for an Onboarding Support Specialist to join our team Reporting directly to our Onboarding Manager, in your role you will manage the final stages of the sales funnel, working with merchants to drive the deal through to activation and accelerate the onboarding process. You will manage the relationship with the merchant while creating & executing a detailed onboarding plan, to set them up for success. This is a customer-facing role that involves a combination of remote and onsite merchant interactions. You will: Provide an incredible onboarding experience for merchants. You will be responsible for driving deals through to close for SMB’s needing onboarding assistance. Develop new efficiencies to shorten the onboarding sales stage, using your learnt extensive product knowledge across a whole product suite. Perform against the onboarding process and training curriculum to hold merchants accountable to a go-live timeline, accelerating the sales cycle and maximizing NPA to the company. Identify and address potential obstacles during the onboarding process, manage partner communication, and create strategies for driving success. Serve as Square's ecosystem expert across all product suites and integrations which includes Square’s various POS products and Square Online. Perform Remote merchant work: phone consults, advising on hardware/software/operations, staff training, menu building, account optimization, driving deals over the finish line with proposed timeline. Perform onsite merchant work, including training and hardware install. Ensure Project management by working with our offshore team to complete the following tasks: Data Entry: configure customer account, optimize menu setup, and other data entry tasks involved in getting a merchant onboard. Attend internal stakeholder meetings, roadmap discussions, client optimization sessions, team, region, and departmental-wide syncs. Qualifications You have: 3+ years experience in a customer-facing role, preferably in Implementation, Sales or Support; Restaurant or Retail experience a plus. Proficiency in Microsoft Excel, including experience with formulas and functions. An ability to learn quickly as new products are released. Training & development experience is a plus. Must be open to 80% travel for on-site implementations. Additional Information Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on the candidate's work location and may be modified in the future. Full-time employee benefits include healthcare coverage, retirement plans, wellness programs, paid parental leave, paid time off, and more. We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. #J-18808-Ljbffr