Customer Onboarding Specialist

4 weeks ago

Phoenix, Arizona, United States Fullbay Full time
Job Title: Customer Onboarding Representative

At Fullbay, we are seeking a highly skilled Customer Onboarding Representative to join our team. As a key member of our customer success team, you will be responsible for ensuring a seamless onboarding experience for our customers.

Job Summary:

The Customer Onboarding Representative will serve as the primary point of contact for customers during the onboarding lifecycle. This role requires a consultative approach, with a focus on establishing goals, monitoring customer health, and facilitating a custom journey based on the established path during the kick-off call.

Key Responsibilities:
  • Establish critical goals and key performance indicators (KPIs) with customers to guide the onboarding process.
  • Prescribe learning paths and consultation sessions with customers, determining the cadence of these events based on the customer's go-live requirements.
  • Facilitate the first post-sale engagement with customers to identify their onboarding persona, expansion opportunity, and establish stakeholders for ongoing consulting sessions.
  • Monitor Fullbay adoption health metrics and adjust onboarding paths to maintain satisfactory health scores throughout the onboarding lifecycle.
  • Apply sound judgment to adjust onboarding paths, often through one-on-one consultative sessions with customers.
  • Keep all records of customer interactions through Salesforce, ChurnZero, and other internal software tools.
  • Oversee customer data submission to Fullbay, often assisting with data extraction and format.
  • Respond to technical and non-technical inquiries as quickly and accurately as possible.
  • Escalate issues to the next level of Customer Success Management when appropriate.
  • Adhere to all confidentiality and compliance regulations.
Requirements:
  • High School Diploma or GED Equivalent
  • At least 1-2 years of professional customer success or customer service experience, preferably in a B2B SaaS environment
  • Experience working with multiple software applications in a customer service environment
Preferred Qualifications:
  • Bachelor's Degree or Military Service
  • Bilingual in English and Spanish
  • Experience as day-to-day, first point of contact for customers, adjusting plan to changing priorities, planning milestones and goals
  • Adequate knowledge of Excel and Google Suite
  • General understanding of Vehicle Maintenance/Repair Industry
  • Salesforce or other CRM software experience
Key Skills and Qualifications:
  • Persistence, patience, critical thinking, and problem-solving skills
  • Effective communication over the phone, while screen sharing, and through email
  • Passion for teaching, learning, and leading customers to successful outcomes using Fullbay's system
  • Ability to think clearly and bring a quality solution to the customer's concern
  • Confidence, knowledge, and ability to talk about it accurately and honestly
  • Ability to navigate multiple web applications simultaneously and proficiency with online meeting software and web conferencing tools
  • Maintain focus with interruptions even in the most stressful of circumstances
  • Ability to juggle many technical and administrative tasks, all with a sense of urgency, simultaneously and accurately
  • Organized, ahead of schedule, communicative, and accountable
  • Ability to listen and identify problem points and develop clear solutions
Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Regularly required to sit at a desk in front of a computer and use hands to finger, handle, or feel objects, tools, or controls (including a computer keyboard and operating a telephone), lift and/or move up to 10 pounds.
  • Frequently requires the use of hands and arms for reaching, as well as the ability to walk and communicate effectively through speaking and listening.
  • Specific vision abilities required by this position include close vision, color vision, and the ability to adjust focus.
  • Noise level in the work environment is usually moderate.
  • Type on a computer keyboard and look at a computer monitor, and operate a cell phone or a computer-based phone.

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