Customer Onboarding Specialist

This is a remote position. We are accepting applications from candidates in the following locations for this exciting opportunity:

• USA: Arizona, Connecticut, Florida, Illinois, Maryland, Massachusetts, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Texas and Utah
• Canada: Ontario, Quebec

Would you like to help create the future of a product used by thousands of businesses and millions of consumers? Phorest Salon Software powers over 10,000 hair and beauty salons in the UK, Ireland, Germany, Australia, Finland, the USA, and Canada, and the platform processes 7 million appointments a month for hair and beauty consumers.

Our system touches every point of the salon experience - from the in-salon software appointment calendar and CRM with a fully integrated marketing suite to staff apps to payments. We are also the window through which the salon provides their end customer with an amazing experience through custom native apps, eCommerce, and online bookings. Why? We want to help salons find their dream clients and get them back more often and spending more

The Opportunity

We are seeking an Onboarding Specialist to join our team, focusing on our Premium accounts with over 1 million ARR. The Onboarding Specialist will take ownership of the onboarding journey for these accounts, ensuring a seamless transition from initial contact to Go Live Day. This role requires meticulous attention to detail, exceptional organizational skills, and the ability to communicate effectively with both clients and internal stakeholders.

• Manage Onboarding Process: Own the end-to-end onboarding process for mid-market accounts, ensuring accuracy in data entry and migration activities.

• Client Communication: Initiate and lead discussions with clients, addressing any challenges or complexities that arise during the onboarding process.

• Collaboration: Work closely with the Onboarding Coordinator to meet training deadlines and ensure a smooth transition for clients.

• Documentation and Reporting: Provide well-written summaries and updates in tools like Gainsight, documenting progress and client interactions.

• Timely Responsiveness: Respond to all client emails and inquiries promptly, aiming for same-day or next-business-day responses.

• Process Improvement: Collaborate with management to refine and streamline onboarding processes, enhancing efficiency and client satisfaction.

• Data Accuracy: Partner with the Data Entry Specialist to ensure timely and accurate entry of all relevant client information.

• Escalation Management: Coordinate with the product team to escalate and resolve any issues or client concerns that require immediate attention.

Who you are

• At least 2 years of experience in any of the following:

  • Onboarding or Implementation role within a SaaS or technology-focused environment.

  • Manager of a salon (hair, beauty, MedSpa or similar).

  • Experience working in a SaaS company within the salon industry.

• Proficient with technology - we use G Suite (Google Workspace), Gainsight, Slack, Zoom and more. You don’t need to have experience with all of these tools, but familiarity and a willingness to learn is a strong advantage.

• Passionate about helping clients and share their enthusiasm for success!

• Someone who leads by example. Takes ownership of tasks, and handles the day to day with a positive attitude.

• A true client advocate. Not afraid to speak up and ask questions.

• Strong attention to detail, and organizational skills

• Effective communication skills, both written and verbal.

• Problem-solving skills and the ability to troubleshoot as needed

• Excellent customer service skills and a commitment to providing a seamless onboarding experience.

• Strong teamwork and collaboration abilities, with a willingness to support team efforts.

Phorest is an equal opportunities employer. We value diversity at our company and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.