Remote Customer Onboarding Specialist - SaaS E-Commerce

Job Overview

We are seeking a dedicated and detail-oriented SaaS E-Commerce Customer Onboarding Specialist to join our team in a fully remote capacity. In this pivotal role, you will facilitate the smooth transition of new customers onto our platform, guiding them through the intricacies of data integration and providing essential training on our features. Your commitment to customer success will be instrumental in enhancing user satisfaction and fostering long-term relationships.

Key Responsibilities

• Project Management: Efficiently organize and dismantle onboarding projects into actionable tasks, utilizing specialized tools to monitor progress and keep both clients and internal stakeholders informed.
• Training and Support: Deliver thorough training on platform functionalities, resolve client inquiries, and ensure data integrity while collaborating with diverse teams to meet client requirements.
• Automation: Create high-level scopes to automate processes and troubleshoot scripts in collaboration with clients to ensure optimal platform performance.
• Cross-Functional Support: Occasionally extend assistance beyond onboarding to support functions such as help desk, sales, and marketing, and represent the company at trade shows and events.
• Client Relationship Building: Act as the primary liaison for clients throughout the onboarding journey, establishing trust and providing guidance from the outset.
• Drive Product Adoption: Pinpoint opportunities for clients to maximize their use of our platform, ensuring they derive maximum value from all available features.
• Collect Feedback for Improvement: Accumulate client insights regarding their experiences and relay this information to enhance platform functionality and customer service.
• Documentation and Compliance: Ensure meticulous completion and tracking of all account documentation to facilitate seamless account management.
  
  

Required Skills

• Intermediate proficiency in Excel, including vlookup and adeptness with large datasets.
• Ability to distill business processes into clear scopes for automation projects.
• Familiarity with APIs, XML, JSON, and CSV formats is advantageous.
• Strong communication abilities, both written and verbal, characterized by professionalism and attention to detail.
• Experience in providing remote training or in-person instruction.
• Exceptional multitasking and organizational capabilities to manage multiple projects simultaneously.
• Familiarity with de-escalation techniques to effectively address client concerns.
  
  

Qualifications

• Video Submission: We encourage you to submit a 2-4 minute video introduction along with your resume or cover letter, allowing us to engage with your personality. If unable, please provide a cover letter detailing your suitability for the position.
• Minimum of 2 years of experience in SaaS onboarding.
• Minimum of 2 years of experience in eCommerce, particularly with marketplace platforms like eBay, Amazon, or training sellers on these platforms.
• Preferred: Experience with multichannel eCommerce software such as Channel Advisor, Solid Commerce, or similar platforms.
  
  

Career Growth Opportunities

This role not only offers an exciting avenue to enhance your expertise in project management and customer training but also paves the way for potential advancement within our esteemed organization.

Company Culture And Values

We pride ourselves on fostering a supportive and collaborative team environment that values proactive client relationship development and innovative solutions to onboarding challenges.

Compensation And Benefits

• Compensation: Based on experience and location, ranging from \(40k to \)60k annually.
• Comprehensive benefits including 100% coverage of medical, dental, and optical insurance;
• 401(k) plan;
• Flexible Spending Account for healthcare and dependent care;
• Free access to TalkSpace and HealthAdvocate;
• Supplemental Life Insurance;
• Short-term and long-term disability insurance;
• Paid Time Off (PTO);
• Work-from-anywhere flexibility;
• A supportive and collaborative team atmosphere.
  
  

Employment Type: Full-Time