Field Onboarding Manager
2 weeks ago
The Field Onboarding Specialist is a vital part of the Podium Field team. The Field Onboarding Specialists primary responsibility is to oversee and ensure the adoption of Podium to customers sold by the Field Sales team in their respective territories. The Field Onboarding Manager is Responsible for the initial implementation and onboarding of new customer accounts. Responsible for the organization and management of account connections, integration fulfillment, tailored team trainings for all locations in any given account, resolving customer issues, and customer usage monitoring to bring about the successful completion of new customer implementation.
This role is face-to-face, meeting with customers in the greater West Phoenix area, Downtown, and Glendale area - TRAVEL REQUIRED.
What you will be doing:
Primary contact during first 30 days of new customer experience
Podium product expert
Manage potential escalations within first 30 days
Coordinate all account connections (product and integration related)
Ensure product adoption through various outreach methods and health scoring of accounts
Ensure effective hand-off to CSMs after onboarding period is over
Conduct full-team trainings for all locations in every account covering best practices
Coordinating and responding to client issues
Building new processes and working with different departments to create a smooth implementation experience
Regular in-person check ins to ensure early adoption and usage including a 7 and 30 day scheduled meeting after implementation
What you should have:
1-2 years of experience in a customer onboarding/implementation role (in SaaS is a plus)
Exceptional written and communication skills
Experience communicating directly with clients
Proven track record of managing multiple concurrent projects with varying complexity levels
Excellent problem solving skills
Self-starter with prior experience navigating complex customer environments
Ability to sort through large volumes of data and drive insights and results
What we hope you have:
SaaS industry knowledge
History of success in driving product adoption
History of success in working with a team
Benefits
Open and transparent culture
Awesome opportunities for career growth
Excellent medical, dental, and vision benefits
401k Plan
Life insurance, long and short-term disability coverage
Paid maternity and paternity leave
Fertility Benefits
Bi-annual swag drops with cool Podium gear and apparel
Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.
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