Software Onboarding Specialist

2 weeks ago


Anthony, United States Feufo Inc Full time

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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