About the opportunity:
You will be a founding member of the Customer Success team and the first Onboarding Specialist. This is a high-impact role where you’ll have the opportunity to shape the onboarding customer experience from the ground up. And build a team along the way!
The Customer Success team’s mission is to build, deepen, and grow business relationships to achieve customers for life by accomplishing three things:
Our end goal is to retain and grow business relationships measured by net dollar retention, customer satisfaction, product usage, and ultimately customer lifetime value (cLTV).
You’ll be a great fit for the role if you enjoy working in a fast-paced environment where you wear many hats. You apply a growth mindset to learning new technical and job skills. You bring strong organization, problem-solving, and communication skills along with a passion for working with customers.
This is a 100% remote position with the expectation to travel occasionally to meet customers.
Responsibilities:
Accountable for the direct management of 10+ concurrent customer onboardings at any given time.
Enable mid-market and enterprise customers to onboard and successfully ramp during their first 90 days on the KarmaCheck platform.
Become an expert user of the KarmaCheck platform and background check industry to train customers and provide credible guidance on features and functionality.
Establish best practices for launching, training, and supporting new customers, with the goal of increasing adoption to ensure customers realize the full value of KarmaCheck and reach their operational and business goals.
Measure onboarding effectiveness by developing and fulfilling KPIs that align to customer and company objectives.
Partner with internal teams, including Sales, Customer Support & Research (CSR), Product, and Engineering, to deliver a seamless customer experience.
Execute ideas for optimizing customer onboarding workflows through process improvements and product automation.
While this is initially an Individual Contributor role, there will be an opportunity to become a people manager – hire, onboard and manage a dedicated team of Implementation Managers, ensuring they are equipped to maximize impact with our growing customer base.
You’ll be a great fit if you:
Prioritize customer experience with a focus on customer satisfaction and retention.
Strive to understand clients’ business goals, anticipate future needs and identify solutions.
Stay calm in the face of technical and/or customer challenges. You corral the right people to resolution, and inspire others with your can-do spirit.
Are a team player with a high level of integrity and a desire to assist your team – you can be flexible as the company and team scale.
Have proven capacity to develop relationships and optimize mid-market & enterprise customer accounts and understand what it means to evangelize your product.
Have aptitude and curiosity for digesting and effectively communicating technical concepts across audiences of varying technical ability.
You’re resourceful – you might not have all the answers, but you wont stop until you find them.
Perks
Become a key team member on the ground floor of a startup set to disrupt the background check industry and innovate digital identityCompetitive salary, stock options, healthcare benefits, 401K, and more.
Fully remote company.
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