Customer Onboarding Specialist - Temporary

About the Company

• SambaSafety’s Customer Onboarding Team is dedicated to giving customers the skills and confidence they need to use solutions effectively, which ultimately improves driver and community safety.

About the Role

• Your expertise in customer service, new account setup, training, and project management will be key in guiding new customers through the onboarding process.
• You will oversee the rollout of products to both new and existing customers.
• The goal is to make sure adoption rates are high and customer satisfaction reaches the highest levels.

Responsibilities

• Setup & Configuration: Help customers set up and adjust the product to fit their business needs.
• Effective Usage: Guide customers to make sure they know how to use the product well, which increases adoption.
• Integration Support: Provide help during the integration stage, fixing technical problems along with the Solutions Delivery Team.
• Progress Tracking: Watch customer progress and follow up regularly to make sure they are satisfied and onboarding is successful.
• Feedback Collection: Gather customer feedback to make the onboarding process and product features better.
• Team Collaboration: Work closely with Sales, Customer Success, and Product teams to make sure the customer transition is smooth.
• Documentation: Write down customer interactions and experiences to help develop customer success plans.

Minimum Requirements

• Education: Bachelor's degree or the equivalent experience.
• Experience: 3 to 5 years of experience in SaaS customer implementation or customer service interface roles.
• 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 fix technical problems.
• Communication Skills: Excellent speaking and writing communication skills for effective customer interactions.
• Problem-Solving: Strong skills in solving problems to address and fix customer issues.
• Product Knowledge: Wide knowledge of the product and industry to give key pointers and helpful context.
• Adaptability: Ability to adjust to different customer needs and give support that is made for them.
• Team Collaboration: Ability to work together with various teams to make sure the customer succeeds.
• Multi-tasking: Proven ability to work well with many competing priorities.
• Teamwork: Ability to work as part of a team to meet customer, departmental, and company goals.
• Performance-Based: Comfortable working in a structured environment based on performance.
• Analytical Skills: Excellent analytical and time management skills.
• Issue Recognition: Ability to see procedural problems when they happen and pass them on to the right people.
• Learning & Application: Ability to learn and use complex ideas in new situations.
• Critical Thinking: Great critical thinking skills.
• Software Proficiency: Skill in using Microsoft Office365, Excel, and Word.
• CRM Tools: Working knowledge of Salesforce, JIRA, or other customer service ticket software.