SaaS E-Commerce Customer Onboarding Specialist

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SureDone

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eCommerce • Internet Marketing • Websites • Shipping • Multi-channel Selling

11 - 50

💰 Seed Round on 2014-12

Description

• This is a remote position with occasional onsite meetings and travel. • As an Onboarding Specialist at SureDone, your primary role is to help new customers get started with our platform, guide them through data integration, and ensure they’re well-trained on its features. • This role is remote and combines project management, customer training, Excel work, support, and scripting in our integrated automation system. • You’ll handle multiple projects ranging from 2 weeks to 6 months, managing anywhere from 5 to 20 clients at a time. • Key responsibilities include: Project management: Break projects into manageable tasks using specialized onboarding management tools, track progress, and frequently communicate with customers and team members. • A big part of your job is making sure that projects move forward and that the customer and other SureDone team members know what needs to be done. • Training and support: Teach customers how to configure and use our platform effectively, support software-related customer inquiries, and ensure data accuracy. • Work closely with Sales, Product, and Support teams to address client needs, answer product questions, and escalate issues as necessary. • Automation: Develop high level scopes to automate tasks in SureDone’s automation engine. • Troubleshoot completed scripts with customers as needed. • Cross-functional support: At times, help out with tasks beyond onboarding, like supporting our help desk, sales, marketing, and even representing SureDone at trade shows. • Build Strong Client Relationships: Act as the primary point of contact during onboarding, addressing client questions, providing guidance, and fostering trust from day one. • Drive Product Adoption: Proactively identify opportunities for clients to use additional requirements, maximizing their value from our offerings. • Gather Feedback for Product Improvement: Collect client feedback on experiences to inform improvements and ensure we meet client needs. • Documentation and Compliance: Ensure all necessary account documentation is completed, with thorough tracking for seamless account management.

Requirements

• Video Submission: To stand out, submit a 2-4 minute video introducing yourself (provide us with a URL where we can view the video within your resume or cover letter). • Experience: 2+ years in SaaS onboarding. • 2+ years in eCommerce, preferably with hands-on management of listings and sales on marketplaces like eBay, Amazon, Walmart, and platforms like BigCommerce or Shopify or in training sellers on managing these tasks. • Preferred: Experience with multichannel eCommerce software such as SureDone, Channel Advisor, Solid Commerce, Feedonomics, SellerCloud, Spark Shipping or similar platforms. • Experience with e-commerce in the automotive, motorsports or powersports parts and accessories space, including a familiarity with fitment, is preferred. • Technical Skills: Intermediate Excel proficiency (including vlookup and handling large datasets) required. • Ability to break down business processes and functional needs into development scopes for our development team to create automations or enhance SureDone. • Familiarity with APIs, XML, JSON, and CSV formats is a plus. • Additional Skills: Strong communication skills, both written and spoken, that demonstrates professionalism and attention to detail, and with excellent grammar and spelling. • Experience with remote training or person-to-person instruction. • Ability to multitask and manage multiple projects with strong organizational skills. • Understanding of de-escalation methods. • Work Requirements: Fluent English, with clear and professional communication. • Consistent availability during Eastern Time Zone hours (8am-5pm or 9am-6pm). • Authorized to work in the US, with a permanent US address preferred.

Benefits

• 100% coverage of medical, dental and optical insurance for you with extra compensation if you opt-out with existing coverage. • 401k • Flexible Spending Account (Both healthcare and dependent care) • Free membership to TalkSpace • Free access to HealthAdvocate • Supplemental Life Insurance • Supplemental short term and long term disability • Paid Time Off • Work from anywhere in the world • Supportive team environment