What are the responsibilities and job description for the Customer Onboarding Specialist position at Octopus HR?
About the company:
Our client is a rapidly growing AI-powered business development software for commercial general contractors that transforms how companies find new work and manage relationships. Their cutting-edge technology acts as a force multiplier for business development teams, optimizes project ROI with early engagement, and drives growth. They are on a mission to transform how construction companies build relationships, and we're looking for passionate individuals to join our dynamic team.
The Role:
We are looking for a Customer Onboarding Specialist to join our team and play a pivotal role in ensuring a seamless transition for new customers. As the first point of contact post-sale, you will own the onboarding experience, guide users through the product, and set the foundation for long-term success. This role is critical to building trust, driving product adoption, and ensuring customer satisfaction.
Key Responsibilities:
What You'll Bring:
The base salary for this role is between $80k, with a commission plan in the works.
Application Process:
The application process includes a primary interview to discuss qualifications, a skills assessment to test technical abilities, a pitch call and a management interview to evaluate the cultural add to the team and leadership potential.
Our client is a rapidly growing AI-powered business development software for commercial general contractors that transforms how companies find new work and manage relationships. Their cutting-edge technology acts as a force multiplier for business development teams, optimizes project ROI with early engagement, and drives growth. They are on a mission to transform how construction companies build relationships, and we're looking for passionate individuals to join our dynamic team.
The Role:
We are looking for a Customer Onboarding Specialist to join our team and play a pivotal role in ensuring a seamless transition for new customers. As the first point of contact post-sale, you will own the onboarding experience, guide users through the product, and set the foundation for long-term success. This role is critical to building trust, driving product adoption, and ensuring customer satisfaction.
Key Responsibilities:
- Trial Kick-Offs: Manage and execute trial kick-off meetings, ensuring customers are set up for success from day one
- Customer Onboarding: Lead new customer onboarding processes, including training sessions, account setup, and product walkthroughs tailored to their needs
- Enhance the onboarding experience by simplifying the transition from free trial to paying customers
- Technical Product Support: Provide initial technical support to address customer inquiries during onboarding
- Customer Success Metrics: Monitor and report on key metrics such as retention, engagement, and time-to-value for onboarding customers
- Customer Communication: Collaborate with customers through tools like Intercom, ensuring prompt responses and proactive outreach during the onboarding phase
- Content Creation: Develop and maintain CS resources (FAQs, guides, video tutorials) to streamline the onboarding process and improve scalability
- Case Studies: Work with customers to identify success stories and develop compelling case studies
- Feedback Loop: Act as the voice of the customer, collecting feedback and working with the product team to drive improvements
- CRM Management: Maintain accurate records of customer interactions, onboarding progress, and feedback in the CRM
- Cross-Functional Collaboration: Liaise between sales, customer success, and product teams to ensure a cohesive customer journey
What You'll Bring:
- 2 years of experience in customer onboarding, success, or account management, ideally within a SaaS environment
- A background or familiarity with the construction industry
- Exceptional communication and presentation skills, with the ability to explain technical concepts to non-technical users
- Strong organizational skills and attention to detail, with the ability to manage multiple projects simultaneously
- A proactive, problem-solving mindset with a passion for delivering an exceptional customer experience
- Experience with customer success tools like Intercom and CRM platforms (e.g., HubSpot, Salesforce)
- Self-starter attitude and ability to thrive in a fast-paced, dynamic startup environment
- Influence & Impact: We encourage initiative and open sharing of ideas to improve the company
- Flexible Work Culture: Outcomes matter more than hours. Our remote-friendly practices support diverse lifestyles and work styles
- Strong Team Culture: Enjoy working with teammates through retreats, hangouts, and team-building activities
- Transparency & Growth: We openly share financials and strategies, enabling you to contribute and grow professionally
- People-First Values: Integrity and kindness guide our actions, fostering open communication and collective success
The base salary for this role is between $80k, with a commission plan in the works.
Application Process:
The application process includes a primary interview to discuss qualifications, a skills assessment to test technical abilities, a pitch call and a management interview to evaluate the cultural add to the team and leadership potential.
