Client Onboarding Specialist

August 3

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Vable

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Manage and deliver targeted information

AWS / Cloud Solutions • Content automation • Software infrastructure and continuous deployment • Content aggregation • Federated Search

11 - 50

💰 $1M Seed Round on 2016-05

Description

• Initially your role will help to cover a period of maternity leave and will be heavily focused on learning and performing the full breadth of skills within the customer success team in support of that • You will develop a deep knowledge of the Vable software and you'll develop training materials for both our internal teams and our customers, ensuring they can maximize the value of our software • Partner with our customers to effectively resolve issues and answer questions through phone, email and live chat • Provide training to clients and trialists of our platform, design and develop interactive eLearning modules, video tutorials, and other digital learning assets for our product • Offer and deliver first class customer and user experience • Manage the onboarding of new clients • Collaborate with product managers and subject matter experts to understand product features and translate them into clear, concise learning/training content • Write knowledge articles for publishing in our online help desk. Creating and maintaining a library of product training materials, ensuring content is up-to-date with the latest product releases • Be an advocate for our users and work directly with our Engineering team to help improve our products • Diagnose software issues and engage with our Product and Engineering teams, providing insight into client use cases and being an integral part of shaping the future development of the platform • Implement creative solutions to proactively resolve potential issues for customers at first point of contact. Gather and analyze user feedback to continuously improve training materials • Collaborate with internal colleagues, such as our Sales team, and identify opportunities for existing customers to expand their use of our platform and services • Show composure, resilience, and flexibility as customer needs evolve and case volume changes • Maintain our reputation as an industry-leading Customer Success team, where the emphasis is on delighting the customer and offering the best training

Requirements

• You have at least 3 years experience in a dynamic Client Success role - it’s a bonus if this has been serving Enterprise customers in the (high growth) tech/software industry • At least 2 years experience in onboarding and training clients, preferably in a SaaS or technology environment • You have proven experience offering excellent customer service within a SaaS environment and are naturally customer focused – you love chatting to people and making them happy and successful • You are a confident, articulate and an attentive communicator. You are fluent in both written and spoken English • You have proven negotiation and problem-solving skills and have experience dealing with working in a fast-paced environment • You have excellent administration skills and follow through and have a proven ability to effectively execute defined processes • You have a meticulous eye for detail, and you often notice the finer points that others may miss • You are self-motivated with a results driven approach • You have the right to live and work in the USA

Benefits

• 33 days of paid leave a year, inclusive of public holidays, based on where you live (USA). • 401k contributions and healthcare coverage following a successful probationary period. • An Employee Assistance Program through Oliva. • A MacBook, monitor and other required technical equipment is provided when you join. • We encourage continuous learning with a yearly budget of $250 for each employee. • We like our virtual socials and really do like to get to know everyone in the team.