Software Onboarding Specialist
2 weeks ago
Job Title: Software Onboarding Specialist
Job Summary: We are seeking a highly skilled Software Onboarding Specialist to join our team at Feufo Inc. As a key member of our customer success team, you will be responsible for ensuring a seamless onboarding experience for our clients.
Responsibilities:
- Take ownership of customer relationships from the moment a sale is closed or a contract is signed.
- Coordinate setup requirements internally and with the customer to ensure a smooth onboarding process.
- Complete software setup and onboard customers successfully.
- Provide training to customers and then hand over the customer to the customer support team for ongoing email and phone support.
- Maintain a relationship with the customer on a regular basis, briefing them on new features and ensuring they are getting the most out of our software.
- Cross-sell and up-sell to customers over time to increase revenue and customer satisfaction.
- Responsible for contract renewals and ensuring the overall relationship with signed clients is successful.
- Ensure retention and satisfaction of all signed clients, and aid them in achieving their goals.
Qualifications:
- At least 2 years of experience in a customer success/account management role.
- Must have worked in a SaaS company in any role or discipline.
- Must have software setup training and customer onboarding experience.
- Excellent computer skills, including Microsoft Office suite, Gsuite by Google, CRM like Hubspot/SalesForce, and experience with project management tools.
- Prior project management experience and ability to use modern project management tools.
- Experience with at least one of the following: Asana, Monday, Basecamp, Airtable.
- Must have experience using customer support tools like Zendesk, Freshdesk, etc.
- Self-starter, disciplined, and organized to prepare, maintain, and update your own project plan, tasks, and reporting.
- Analytical and able to increase customer satisfaction.
- Preferred prior experience in sales or a track record of achieving KRAs.
- Associate degree or equivalent.
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