Onboarding Specialist

4 weeks ago

Fort Lauderdale, Florida, United States ShipMonk Full time
Job Title: Onboarding Associate

At ShipMonk, we are seeking a highly skilled and organized Onboarding Associate to join our team. As an Onboarding Associate, you will play a critical role in ensuring a seamless onboarding experience for our clients. Your primary responsibility will be to act as the primary point of contact for new clients, handle client queries, and lead them through the initial stages of using ShipMonk's products and services.

Key Responsibilities:
  • Act as the primary point of contact for new clients and handle client queries about the ShipMonk implementation process.
  • Lead new clients through the initial stages of using ShipMonk's products and services, ensuring they understand its features and benefits.
  • Understand each client's business needs and try to align the product implementation accordingly by providing solutions and communicating clear expectations.
  • Demonstrate ShipMonk's software and system features and troubleshooting through emails, phone calls, and video meetings to ensure comprehension.
  • Host live daily webinars to train clients on each Onboarding Journey milestone using a prepared slideshow while demonstrating the ShipMonk application.
  • Successfully transition clients from Onboarding to Client Support, setting them up for growth, long-term success, and retention.
  • Partner and interact with other ShipMonk areas of business; Sales, Warehouse Operations, Launch Operations, Development, Pricing, QA, and Client Support to resolve client Onboarding challenges.
  • Collaborate with department leadership and training to create and update customer-facing education materials to ensure client adoption of ShipMonk tools and processes.
  • Recommend improvements to the Sales, Client Support, and Operations processes to continuously enhance the overall customer onboarding experience. Advocate for clients by capturing and sharing feedback.
  • Occasionally visit the warehouse and partner with Warehouse Operations to assist with resolving client issues and host Warehouse Tours.
  • Maintain and achieve various inter-department KPIs and metrics.
Requirements:
  • 2+ years of experience in B2B or technology industry
  • Hands-on experience selling, demonstrating, implementing, or supporting software
  • Experience collaborating cross-departmentally to deliver comprehensive solutions
  • Experience in fulfillment or third-party logistics a plus
  • Proficient with Google Suite Apps; Sheets, Docs, Slides, Calendar, and Meet
  • Familiarity with MacBook computers and operating systems
  • Comfortable with public speaking, talking to clients on the phone and video calls
  • Preferred bilingual English/Spanish, able to speak and write English and Spanish fluently
  • Tech-savvy with the ability to quickly learn new product features and explain to others
  • Analytical and creative in finding solutions for customers

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