Customer Onboarding Specialist

2 weeks ago

Washington, United States Goodshuffle Pro Full time
About the Team:

We're simplifying the chaos of the events industry through powerful, easy-to-use technology. We're a self-proclaimed mix of "events nerds" and "technology nerds", but mostly we're all passionate problem solvers who are dedicated to empowering our users. We've been voted DC's Best Startup and were called one of "DC's Coolest Places to Work" in 2020. We're at an exciting time in our company's growth, and are looking for our next rockstar, values-driven teammate....could that be you?

About the Role:

Goodshuffle Pro is seeking an Onboarding Specialist to handle a wide range of responsibilities, with the primary focus of ensuring our new customers are set up for success. This person will focus on helping new customers set up their Goodshuffle Pro account, training their teams, and doing whatever it takes to ensure they become empowered, knowledgeable users of our platform. You will work collaboratively with our Sales team to create a seamless handoff experience for new customers. This position is Goodshuffle Pro's most valuable asset for our customers, relying heavily on personal accountability and a willingness to go 'the extra mile.'

Primary Responsibilities Include:
  • Manage the entire onboarding process for new customers, beginning to end - from sales handover to customer training and set up, ensuring new customers are onboarded quickly and efficiently.
  • Support our new customers through our online chat system; respond to and solve customer questions in a warm, positive, value driven and solution-oriented manner.
  • Deliver confident training sessions that are individually tailored to each customers' needs and goals.
  • Create scalable educational content including help articles, email campaigns, webinars and templates customized for different segments of our user base.
  • Continuously educate customers on the value of our software and promote customer adoption of new features.
  • Work closely with the Sales team to develop and execute plans to nurture relationships with clients to help grow and retain accounts.
Must Haves
  • Minimum 2+ years experience in client success, customer service, implementation/delivery, and/or account management (or equivalent)
  • Customer obsessed with a strong desire to see clients succeed
  • Ability to learn new technology quickly and thoroughly
  • Outstanding verbal and written communication skills (superior grammar and spelling required)
  • Patience and skill in communicating technical concepts to non-technical people
  • Demonstrated solution-oriented mindset
  • Exceptional emotional intelligence and people skills with a wide variety of personalities
  • A knack for persuasion and reframing situations with positivity
  • Openness to giving and receiving constructive feedback
  • Well-organized, with a high attention to detail and ability to prioritize and time manage for successful execution
Nice to Haves
  • Bachelor's degree or equivalent
  • Events, sales, enablement, or teaching experience (in any capacity)
  • Experience working with or owning a small or medium sized business (SMBs)
  • Experience with any of the following tools: HubSpot, Intercom, Asana, Google Suite, Fullstory
Benefits:
  • Full Health Care (including Dental, Vision, HSA, FSA, LTD, AD&D)
  • Unlimited PTO
  • 401k (with matching)
  • Commuter Benefits ($100/mo)
  • WFH Flexibility (dependent on tenure and target hitting)
  • Passionate, caring, and enthusiastic coworkers (We've been called one of DC's best places to work)

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