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Customer Onboarding Specialist
1 month ago
What's the opportunity?
Customer Onboarding is an activity every Intercom customer experiences, whether purchasing Intercom for the first time, expanding Intercom use to a new team, or adopting new features As an Onboarding Specialist at Intercom, you’ll share ownership of this crucial process with our customers. Your primary responsibility is helping customers implement Intercom’s suite of tools to solve their business’ biggest problems.
As an Onboarding Specialist at Intercom, you will have an outsized impact on the company. If you want to help make business personal for our customers and you want to work with an ever-growing and changing team, you’ll find a home as an Onboarding Specialist at Intercom.
What will I be doing?
You will act as the main product expert during your customers' first 90 days (for new customers) and partner with the rest of the Customer Implementation Services team, the Sales team, and the Customer Success team to deliver the best possible experience for new clients.
You’ll execute tailored implementation strategies based on customer goals and drive product adoption.
You’ll help drive success of the Customer Implementation Services Team by exceeding the measured Key Performance Indicators for your Project Portfolio.
You’ll collaborate with our Customer Support and R&D teams to help coordinate resolution of issues, potential defects, and provide detailed product feedback around feature enhancements.
You’ll collaborate with our Customer Education Team to ensure our self-serve materials are up to date and best in class.
What skills do I need?
2+ years of work experience, with 1+ year(s) in a customer-facing role.
Positivity and Engagement: A genuine interest in the work you do and a positive attitude
Curiosity: a passion for learning, for technology, and for solving problems.
Training: the ability to make complex topics simple to understand.
Rapport Building: comfortable working with customers via video calls.
Adaptability: change is constant and the Customer Onboarding Team values experimentation to find the best processes and solutions.
Demonstrate the Intercom Values: Customer Obsessed, Success First, Incredibly High Standards, Open Mindedness, Resilience, Impatience, Positive and Optimistic.
Bonus skills & attributes
Experience training on software, experience with Intercom, or experience with other SaaS products.
Past experience in Customer Success, Support, Sales Engineering, Consulting.
Great examples of self-started projects or extracurricular activities.
Benefits
We are a well-treated bunch, with awesome benefits If there’s something important to you that’s not on this list, talk to us :)
Competitive salary and meaningful equity
Comprehensive medical, dental, and vision coverage
Regular compensation reviews - great work is rewarded
Open vacation policy and 10 corporate holidays
Paid Parental Leave Program
401k plan & match
In-office bicycle storage
Fun events for Intercomrades, friends, and family
*Proof of eligibility to work in the United States is required.
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