Customer Onboarding Specialist

3 weeks ago


Phoenix, Arizona, United States Fullbay Full time

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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