Customer Onboarding Specialist

Company Description

Testimonial Tree is the leading online reputation management company. Our testimonial software makes it easy to collect authentic testimonials from happy customers and automatically share the best stories online to attract new customers. Our solutions are primarily focused on B2B for enterprise organizations, small to mid-size businesses and individuals are empowering professionals throughout many industries.

Job Description

This exceptional role will be based from our office but with potential to work remotely. You will be working with customers during the onboarding process and beyond into account management and support. 

Responsibilities include:

  • Manage the entire onboarding process for new customers, beginning to end – from sales handover to configuration to training, ensuring customers are delighted, and are receiving value as quickly as possible.
  • Provide world-class service to the largest and the smallest companies.
  • Deliver confident training sessions which educate and enable new users, illustrating the benefits of the software, effectively communicating value to customers and instilling confidence and belief in the product.
  • Enhance current processes in the onboarding and account management areas of the business.
  • Nurture clients toward a successful implementation using intimate knowledge of both the industry and the product.
  • Go over and above to ensure customers are comfortable using the software by delivering training and catch up sessions, instruct/guide the customer through tasks, both onsite and online.
  • Bring your own personality to develop rapport and meaningful relationships with customers, building connections and gaining trust.
  • Use reporting and analytics to provide insights into account growth, taking responsibility for their performance and meeting revenue targets.
  • Collect product feedback from customers and share it with the relevant teams, managing communication of the request through to completion and communicating product changes to the customer.
  • Stay ahead of the curve in our sector, striving to meet the needs of the customer and the industry and remain the market leader.
  • Manage customer expectations aligned with the business processes and protocols.
  • Resolve time sensitive and high-pressure queries.
  • Take responsibility and coordinate internally to ensure support is always covered.

What will you bring to the team

  • Team mindset with the ability to work collaboratively with teammates 
  • Owner mindset with the ability and inclination to be hands on in all aspects of the role
  • Capacity to understand a client’s business wants and needs
  • Ability to juggle priorities and thrive under pressure
  • Strong presentation, organization, and time management skills
  • Excellent oral and written communication
  • Excellent time management
  • Meticulous attention to detail
  • Experienced in working across various teams (sales, marketing, support, etc.)

Hard skills and experience

  • 2+ years of onboarding experience, account management or involvement in customer success programs
  • 2+ years of experience in a B2B SaaS platform environment
  • Experience with Zoho desirable
  • Experience with Excel and Google sheets desirable

What You Will Get in Return 

  • Base salary and bonus
  • Generous vacation benefit
  • Health benefits
  • New laptop computer
  • Fast paced, entrepreneurial environment, with opportunity for professional growth

This really is an exceptional opportunity to join a high growth, vibrant business with exciting growth plans and a market leading product. Send your resume to Careers@TestimonialTree.com