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Customer Success Onboarding Specialist

2 months ago

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

We are seeking a highly skilled Customer Success Onboarding Specialist to join our Professional Services Team at Trustwell. As a key member of our team, you will be responsible for overseeing the operational health of our services and implementations from delivery through lifecycle support for our customers.

Job Summary:

The Customer Success Onboarding Specialist will provide successful professional services to medium and large enterprise customers, helping them through all phases of Professional Services, including requirements gathering, account setup and reconfiguration, testing and validation, preparing materials, assisting with small scale deployment/re-deployment and transitioning to Customer Success Management team.

Key Responsibilities:
  • Review and understand customer goals and objectives to align on definition of success for the program and communicate the progress throughout the project life cycle
  • Consult with customers to enhance utilization of the FoodLogiQ software and to increase the customers' process efficiencies
  • Develop customer relationships, generate leads, and work with 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 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's communication to their supply chain member; Provide excellent customer service to both our customers and their trading partners.
  • Serve as 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 the 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...

We are an equal employment opportunity employer committed to hiring and retaining a diverse workforce. 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.