Customer Onboarding Specialist

• We will look to you to help Validity clients understand and implement our solutions during their Onboarding Journey. The Onboarding Specialist, as the first point of contact after client commitment, will ensure that the customer receives a warm welcome and has a good experience in starting to use their Validity solutions.
• Walk Validity clients through their Onboarding Journey and provide them with product implementation assistance and in-depth product training, either face-to-face or by hosting training webinars or online group training sessions. 
• Monitor, communicate, follow-up, test and troubleshoot with the client to ensure that all requirements to start using the solutions have been met, the required elements of the onboarding checklist are completed and the path to success and next steps have been defined. 
• Ensures processes are followed and workflows are relevant and implemented correctly. Discover, analyze, and give feedback on gaps in the customer experience and work cross-functionally with other teams to address such gaps, contributing to the improvements of the product implementation methodology. 
• Contribute to the creation of digital education assets (for example, but not limited to, training videos, webinars, insights articles, etc.) to support customer training and implementation. Build relationships, collaborate, and work cross-functionally with key business stakeholders (Sales, Knowledge & Training, Support, Marketing) that aligns with considerations to promote continuous improvement and effectiveness of the customer success program.

• 2-3 years of Customer Success, Customer Service, Customer Support, Technical Support experience and a demonstrated ability to learn quickly, both about businesses and technologies.
• Proven ability to work in a fast paced, iterative department with rapidly changing conditions.
• Excellent time management skills.
• The Onboarding Specialist has a tremendous amount of autonomy and is held to a high standard for the quality of their work. With this autonomy, the Onboarding Specialist is expected to take a holistic view of the Validity offerings and processes and consider how the entire customer journey would be influenced by their work. 
• The ability to troubleshoot client problems and complex product issues, a passion for diving into the numbers and analyzing performance with data analysis skills. For all your comfort crunching numbers, you never lose sight of the people on the other end of your activities. 
• Public speaking or advanced presentation skills. Comfortable with presenting in front of larger audiences and, ideally, experience in conducting technical product training sessions. Write and speak to internal and external clients in a clear, concise manner appropriate for the audience. 

• Knowledge of email deliverability and/or email delivery (i.e. ESP’s)
• Previous knowledge of the Salesforce CRM application including data structure and API integration can be of advantage.
• Previous SAAS experience

Salary range $50,000 - $55,000 plus benefits, bonus opportunities and stock options. Final salary may vary depending on skills, location, and/or experience. 

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About Validity

For over 20 years, tens of thousands of organizations across the world have relied on Validity solutions to target, contact, engage, and retain customers – using trustworthy data as a key advantage. Validity’s flagship products – Everest, DemandTools, BriteVerify, and GridBuddy Connect – are all highly rated, #1 solutions for sales and marketing professionals. These solutions deliver smarter email campaigns, more qualified leads, more productive sales, and ultimately faster growth.

Validity is a truly unique company - massive revenue growth, top-tier investors, 5-star product ratings, proven ability to acquire and integrate top tech companies and welcome them into the Validity family, a winning culture, and a work environment that fosters hard work, trust, and fun.

Headquartered in Boston, Validity has offices in Tampa, Denver, London, Sao Paulo, and Sydney. For more information, connect with us on LinkedIn, Instagram, and Twitter.

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Validity is proud to be an equal opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants for employment regardless of actual or perceived race, color, ancestry, national origin, citizenship, religion or creed, age, physical or mental disability, medical condition, AIDs/HIV status, genetic information, military and veteran status, sex, parental status (including pregnancy and pregnancy-related conditions, childbirth, post childbirth, nursing mother, parent of a young child and parent of a foster child), gender (including gender identity and expression), sexual orientation, marital status (including registered domestic partner status), or any other characteristic protected by applicable federal, state, or local law.

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Salary : $50,000 - $55,000