Client Onboarding & Training Specialist

About the Company

• SoloProtect helps organizations across the US and Canada to protect their people.
• Offers a comprehensive end-to-end safety solution, the only one of its kind in the industry.
• Solution covers device deployment, user training, real-time monitoring, and emergency response.
• SoloProtect is a sister company of Management Controls, Inc.
• Owned by the Broady family, US investors with a proven track record of developing growth in recurring revenue and technology businesses.

Responsibilities

• Focuses on ensuring a smooth transition for new clients as they come aboard.
• Meets training needs for existing clients.
• Responsible for getting clients up to speed and training them on effective platform use.
• Addresses initial questions or concerns.
• Sets the stage for a positive customer experience over the first 45 days.
• Develop and implement onboarding strategies.
• Document customer needs.
• Provide detailed training for effective adoption of the platform.
• Deliver customer training and onboarding to facilitate smooth product adoption and build a strong customer relationship foundation.
• Coordinate with internal teams to develop resources, solutions, and tools to improve customer experience, engagement, and outcomes.
• Deliver feedback and advocate for solutions, product enhancements, and other actions to meet customer needs and ensure satisfaction and retention.
• Develop training schedules and materials to meet education needs across the client lifecycle.
• Perform any other duties or responsibilities as asked by the Director of Customer Success.

Requirements

• 1-2 years of experience in customer relationship management, sales, or a related field.
• Understanding of Recurring Monthly Revenue (RMR) sales and demonstrated commercial skills.
• Experience with CRM system for pipeline management; Salesforce preferred.
• Prior industry experience in security or similar device-enabled SaaS solutions.
• Attention to detail and ability to manage workload between new and existing client needs.
• Continuous improvement mindset and strong customer service skills.
• Ability to travel to client sites; potentially up to 25%.

Category

Customer Service