Customer Onboarding Specialist

5 days ago

San Mateo, California, United States Jobs for Humanity Full time

{"title": "Customer Onboarding Specialist", "description": "At Jobs for Humanity, we're collaborating with Upwardly Global and Tofu to build an inclusive and just employment ecosystem. We're seeking a proactive and empathetic Customer Onboarding Specialist to work closely with our customers during the first few months as they onboard to Tofu. This role will play a critical role in defining our GTM decisions, improving and documenting our onboarding process, and translating customer feedback and bugs to the product and engineering teams.

Responsibilities:
- Work directly with each new customer to create their first campaigns and show ROI as quickly as possible
- Own and run all customer onboarding processes and ultimately make the customer successful by having them actively use Tofu within this period
- Work with sales to understand the nuances of each customer and proactively tailor onboarding experiences to the needs of each customer
- Perform regular check-ins as well as ad hoc meetings with all new customers to solicit feedback, answer questions, and support product usage during the first few months
- Work closely with the product and engineering team to resolve customer issues and bugs that are surfaced by customers
- Partner with Sales to narrow and refine ICP and help inform the overall sales process

Qualifications:
- 3+ years of enterprise CSM/AM/Onboarding experience. Bonus points for people with experience in Marketing/Sales tech
- Previous startup experience helpful but not required
- Proven track record of driving customer adoption and success within enterprise SaaS
- Strong understanding of Customer onboarding best practices, methodologies, and tools
- Exceptional communication, negotiation, and presentation skills
- Data-driven mindset with attention to detail and documentation
- Deep level of customer empathy and patience
- Comfortable with technical concepts and working with product/engineering teams
- Proactive, self-starter who is comfortable with autonomy but knows when to lean on other people

Benefits:
- Competitive salary and equity compensation
- Comprehensive health, dental, and vision insurance plans
- 401k plan
- Unlimited PTO
- Extreme opportunities for professional ownership and growth
- Highly collaborative and high-performing work environment", "lang_code": "en"}

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