What are the responsibilities and job description for the Client Onboarding Specialist position at City Hive, Inc.?
About City Hive:
City Hive is the leading omni-channel digital commerce and data platform, specializing in the Wine, Beer, and Spirits Industry. We connect the Three-Tier system by linking retailers to wholesalers, distributors, and suppliers through our platform. Our Merchant Partners rely on City Hive daily to boost sales, improve operations, and sustain effective and measurable reach to their clients and partners. City Hive combines mobile apps, websites, and advanced customer engagement into one user-friendly system. Whether big or small, new or established, we can either start from scratch or enhance existing operations into a powerful digital solution.
Role Overview:
We are seeking a motivated and detail-oriented Client Onboarding Specialist to join our team. The ideal candidate will have 2-3 years of experience in client-facing roles within a SaaS or technology-driven company. In this role, you will ensure successful onboarding, delivery, and ongoing support for clients, helping them maximize the value of our products and services.
Role Responsibilities:
- Lead clients through the onboarding process, ensuring smooth setup and adoption of our SaaS platform.
- Act as the main point of contact for clients, building and maintaining strong relationships to ensure satisfaction and long-term success.
- Conduct training sessions to help clients understand and effectively use our products to meet their business needs.
- Collaborate with cross-functional teams (e.g., sales, customer support, and product development) to deliver client projects on time and within scope.
- Address technical or operational challenges, providing timely and effective solutions.
- Monitor client usage and success metrics, proactively identifying opportunities to optimize their experience and increase product engagement.
- Gather client feedback and share insights with internal teams to contribute to product improvements and service enhancements.
- Maintain accurate records of client interactions, project status, and performance metrics, providing regular reports to clients and internal stakeholders.
Desired Qualifications:
- 2-3 years of experience in a client-facing or customer success role at a SaaS company or in a similar technology-driven environment.
- Strong understanding of SaaS platforms and the software-as-a-service business model.
- Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.
- Proven ability to manage multiple client projects simultaneously and prioritize tasks effectively.
- Solid problem-solving skills with the ability to troubleshoot and resolve technical issues.
- Experience with CRM and project management tools (e.g., Salesforce, JIRA, Asana, etc.).
- Strong attention to detail and organizational skills.
- Ability to work independently as well as part of a team in a fast-paced environment.
We believe in an impact management approach where teams and individuals are given the opportunity to make big impact contributions across the breadth and depth of the company product and business. We are serious about transforming retail, distributions and production value chain by making advanced technology accessible to businesses of any size. We embrace a culture of innovation, passion and a no fear mentality when it comes to tech and business. We believe in an open environment and the ability of individuals to make an impact.
