Job Description

We are seeking a highly organized and customer-focused Onboarding Specialist to join our team. In this role, you will be responsible for ensuring that new clients have a smooth and successful onboarding experience with our platform. You will guide customers through the onboarding process, ensuring they are set up properly, understand our product, and can quickly integrate SmartWiz into their business operations. You will work closely with the sales, support, and product teams to ensure seamless transitions and that customers feel confident using our solution.

Responsibilities

• Manage the entire onboarding process for new customers, from initial setup to product training, ensuring a smooth and seamless transition onto our platform.
• Provide step-by-step guidance to customers, answering questions, resolving issues, and helping them fully utilize our tools and services.
• Deliver product training to customers via video calls, webinars, and written resources, ensuring they understand how to use SmartWiz effectively to meet their business goals.
• Continuously refine and improve the onboarding process, identifying bottlenecks and implementing changes to enhance the customer experience.
• Work closely with the sales and support teams to ensure onboarding is aligned with customer needs, and provide feedback to the product team to improve the platform based on customer feedback.
• Track customer engagement and satisfaction during the onboarding period, addressing any concerns and escalating issues when necessary.
• Maintain accurate records of customer interactions and onboarding progress in the CRM, and provide regular reports on the status of new customers and potential areas for improvement.

Qualifications

• Proven experience in a customer-facing role, ideally within SaaS or a technology-based company, with a focus on onboarding and client success.
• Excellent verbal and written communication skills, with the ability to explain complex concepts in a clear, concise manner.
• Comfortable working with software platforms, including CRMs, customer success tools, and the ability to quickly learn new technologies. Also able to teach people who are not too tech savvy how to use our product.
• Ability to manage multiple onboarding projects simultaneously, staying organized and maintaining attention to detail.
• A proactive problem-solver who can identify potential issues before they arise and resolve customer concerns in a timely manner.
• A passion for helping customers succeed and the ability to build strong, long-lasting relationships.
• Prior experience working in a startup environment is a plus, but not required.