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Customer Onboarding Specialist

2 months ago

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

The Customer Onboarding Specialist at Fullbay plays a critical role in ensuring the successful implementation of our customers. This position requires a consultative approach, with a focus on one-on-one customer engagement to establish goals, monitor customer health, and facilitate a customized journey based on the established path during the kick-off call.

Key Responsibilities:
  • Serve as the primary point of contact for customers during the onboarding lifecycle, providing guidance and support to ensure a seamless transition.
  • Work with customers to establish critical goals and key performance indicators (KPIs) that guide the implementation process.
  • Develop and implement customized onboarding plans, including learning paths and consultation sessions, to ensure customers achieve their goals.
  • 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.
  • Maintain accurate records of customer interactions through Salesforce, ChurnZero, and other internal software tools.
  • Oversee customer data submission to Fullbay, assisting with data extraction and format as needed.
  • 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 a day-to-day, first point of contact for customers, adjusting plans to changing priorities, planning milestones, and goals
  • Adequate knowledge of Excel and Google Suite
  • General understanding of the 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 quality solutions to customer concerns
  • Confidence, knowledge, and ability to discuss topics accurately and honestly
  • Proficiency with online meeting software and web conferencing tools
  • Maintaining focus with interruptions, even in stressful circumstances
  • Juggling multiple technical and administrative tasks with a sense of urgency
  • Organization, being ahead of schedule, communicative, and accountable
  • Listening skills and ability to 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.