Customer Success Onboarding Specialist

1 day ago

Salem, Oregon, United States ESHA Research Full time
Job Title: Customer Success Onboarding Specialist

Join our team at ESHA Research as a Customer Success Onboarding Specialist, where you will play a crucial role in ensuring the seamless onboarding and implementation of our services for medium and large enterprise customers.

Job Summary:

The Customer Success Onboarding Specialist will be responsible for overseeing the operational health of our services and implementations from delivery through lifecycle support. This role requires providing successful professional services to customers, including requirements gathering, account setup and reconfiguration, testing and validation, preparing materials, and assisting with small-scale deployment/re-deployment.

Key Responsibilities:
  • Review and understand customer goals and objectives to align on definition of success for the program and communicate progress throughout the project life cycle.
  • Consult with customers to enhance utilization of our software and increase process efficiencies.
  • Develop customer relationships, generate leads, and work with the Director of Professional Services to generate sales opportunities in Services.
  • Manage project timelines based on project scope and meetings with customers for all projects assigned.
  • Plan and help run weekly and ad-hoc calls with customers, as well as maintaining regular email/Smartsheet communication during the duration of Professional Service projects.
  • Assist customers with configuration and troubleshooting during their Professional Services projects by sharing industry best practices.
  • Host training webinars to support customer communication to their supply chain members; provide excellent customer service to both our customers and their trading partners.
  • Serve as a product expert, training users on product functionality and providing recommended solutions on how best to translate their business requirements; subject matter expert when offering white-glove onboarding services to our customers' trading partners in onboarding projects.
  • Perform tasks assigned or requested according to proper processes, ensuring quality is being tested and expectations are met.
  • Regularly report on project status and open tasks and communicate upcoming deadlines for customers to stay on track.
  • Identify any risk factors that may impact timely completion of project/task and mitigate, escalating to internal stakeholders when needed.
  • Contribute to the development and refinement of Professional Services team processes.
  • Provide regular feedback on the quality and efficacy of the current Professional Services processes.
  • Coordinate with Customer Success Management team and Account Management to ensure a smooth transition to design long-term strategies for customer retention and growth.
  • Balance internal Professional Services task areas against active projects to ensure effective account management and onboarding requirements are met.
  • Must be able to work independently on projects daily and produce outcomes in a timely manner and maintain a high standard of personal administration and documentation of processes.
  • Responsible for staying up to date on product releases and updates and helping to maintain department documentation and training materials; responsible for testing all releases through our User Acceptance Testing and providing feedback to the team.
Requirements:
  • Bachelor's degree in Business, Marketing, Project Management, or similar; preferred.
  • 2+ years of experience in Project Management, or in a similar customer success onboarding role; required.
  • Certificate in Project Management (PMP); preferred.
  • Experience with FoodLogiQ, Salesforce, JIRA, Gantt charts, Smart-sheet, Python, Workato, Harvest, Auth0 etc., preferred.
Total Rewards Package:
  • Competitive Compensation (base + bonus); commensurate on experience.
  • Full healthcare benefits, including medical, dental, and vision.
  • Supplemental benefits, including STD, LTD, HSA, 401k, etc.
  • Responsible Time Off (PTO) + Holiday Pay.
  • Excellent culture, growth opportunities, plus much more...
What to Expect - the Hiring Process:
  • Phone Screen - Human Resources.
  • Interview with Hiring Manager + Peer Group Interview.
  • Interview with Chief Customer Officer.
  • Hiring Assessment.
  • Offer of Employment (Background Screening + References).

ESHA Research is an equal employment opportunity employer committed to hiring and retaining a diverse workforce. Applicants receive fair and impartial consideration without regard to race, sex, sexual orientation, gender identity, color, religion, national origin, age, disability, veteran status, religion, or other legally protected class. If you need accommodation for any part of the employment process due to a medical condition, or any disability, please contact a member of our human resources team.

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