At SambaSafety, our Customer Onboarding Team is dedicated to empowering our customers with the skills and confidence they need to effectively use our solutions, ultimately enhancing driver and community safety. In this role, your expertise in customer service, new account implementation, training, and project management will be crucial in guiding new customers through the onboarding process. You will oversee the rollout of our products to both new and existing customers, ensuring high adoption rates and achieving the highest levels of customer satisfaction.
Responsibilities:
• Setup & Configuration: Help customers set up and configure the product to meet their business needs.
• Effective Usage: Guide customers to ensure they understand how to use the product effectively, boosting adoption.
• Integration Support: Provide support during the integration phase, addressing technical issues alongside the Solutions Delivery Team.
• Progress Tracking: Monitor customer progress and follow up regularly to ensure satisfaction and successful onboarding.
• Feedback Collection: Gather customer feedback to improve the onboarding process and product features.
• Team Collaboration: Work closely with Sales, Customer Success, and Product teams to ensure a seamless transition for customers.
• Documentation: Document customer interactions and experiences to aid in developing customer success strategies.
Minimum Requirements:
• Education: Bachelor's degree or equivalent experience.
• Experience: 3-5 years of experience in SaaS customer implementation/customer service interface.
• Project Management: Basic understanding of project management and time management.
Skills and Qualifications:
• Customer-Focused: Strong ability to understand and address customer needs.
• Technical Proficiency: Solid understanding of CRM tools and software, and the ability to solve technical problems.
• Communication Skills: Excellent verbal and written communication skills for effective customer interactions.
• Problem-Solving: Strong problem-solving skills to address and resolve customer issues.
• Product Knowledge: Extensive knowledge of the product and industry to provide key pointers and contextual help.
• Adaptability: Ability to adapt to different customer needs and provide personalized support.
• Team Collaboration: Ability to work collaboratively with various teams to ensure customer success.
• Multi-tasking: Proven ability to work effectively with multiple competing priorities.
• Teamwork: Ability to work as part of a team to meet customer, departmental, and company objectives.
• Performance-Based: Comfortable working in a performance-based, structured environment.
• Analytical Skills: Excellent analytical and time management skills.
• Issue Recognition: Ability to recognize procedural issues as they arise and escalate appropriately.
• Learning & Application: Ability to learn and apply complex concepts in new situations.
• Critical Thinking: Great critical thinking skills.
• Software Proficiency: Proficiency in Microsoft Office365, Excel, Word.
• CRM Tools: Working knowledge of Salesforce, JIRA, or other customer service ticket software.
