Job Description: We are looking for a proactive, customer-centric Onboarding and Account Management Specialist to join our Customer Success team. In this role, you will play a critical part in ensuring a seamless onboarding experience for new customers while also managing a portfolio of existing accounts (200–300).
Your primary focus will be guiding customers through the onboarding process, educating them on best practices, and helping them achieve long-term success on our platform. By working closely with customers from the start, you will drive adoption, ensure proper platform implementation, and proactively address potential challenges.
In addition, you will support ongoing account management by providing strategic recommendations, facilitating engagement, and identifying growth opportunities. Success in this role will be measured by onboarding completion rates, customer satisfaction, product adoption, and retention.
Responsibilities:
- Onboarding & Implementation:
- Serve as the primary point of contact for new customers, guiding them through the onboarding process from account setup to full adoption.
- Conduct onboarding sessions to educate customers on platform capabilities, campaign setup, performance tracking, and best practices.
- Develop customized onboarding plans tailored to customer goals and use cases.
- Proactively identify and address potential roadblocks, ensuring a smooth and efficient onboarding experience.
- Collaborate with internal teams (Product, Marketing, and Support) to refine onboarding resources, training materials, and automation strategies.
Ongoing Account Management & Growth:
- Maintain strong relationships with customers, acting as a strategic partner to help them maximize value from the platform.
- Regularly assess customer engagement and proactively recommend optimizations to drive long-term success.
- Educate customers on advanced features, additional products, and new updates to enhance their experience.
- Assist customers in troubleshooting and resolving technical or performance-related issues in collaboration with support teams.
- Develop data-driven insights and recommendations that contribute to customer retention and subscription renewals.
- Act as the voice of the customer, sharing feedback with product, engineering, and marketing teams to drive continuous improvement.
Skills & Qualifications:
- 2+ years of experience in Customer Onboarding, Customer Success, Account Management, or a related field.
- Strong understanding of customer onboarding methodologies, platform implementation, and adoption of best practices.
- Experience with CRM tools (like Salesforce), data platforms (like Tableau, Anaplan), and communication tools (like Outreach.io, Zendesk).
- Exceptional communication and training skills, with the ability to explain complex concepts clearly.
- Ability to manage multiple onboarding projects simultaneously while ensuring customers stay on track.
- Strong problem-solving mindset with a proactive approach to identifying and resolving customer challenges.
- Comfortable working independently, with the ability to adapt to evolving priorities.
- Highly organized, with a strong sense of urgency to meet deadlines while maintaining high-quality customer interactions.
📌 Onboarding Specialist/Account Manager
🏢 Soarswell Consulting
📍 San Miguel Topilejo