Customer Onboarding Specialist
3 weeks ago
The Customer Onboarding Specialist at Fullbay plays a critical role in ensuring the successful implementation of our customers. This consultative position involves one-on-one customer engagement to establish goals, monitor customer health, and facilitate a custom journey based on the established path during the kick-off call.
Key Responsibilities:
- Serves as the primary point of contact for customers during the onboarding lifecycle
- Works with customers to establish critical goals and key performance indicators that guide the customer to a successful implementation
- Prescribes learning paths and consultation sessions with customers based on established goals
- Monitors Fullbay adoption health metrics and adjusts onboarding paths to maintain satisfactory health scores throughout the onboarding lifecycle
- Applies sound judgment to adjust onboarding paths, often through one-on-one consultative sessions with customers
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
Key Skills and Qualifications:
- Persistence, patience, critical thinking, and problem-solving skills
- Effective communication over the phone, screen sharing, and 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
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