Customer Onboarding Specialist
Founded in 2010, we started RevenueWell because we saw a way to use the latest marketing automation technology to help dentists build better, more connected relationships with their patients and communities. We think it’s a problem worth solving, and thousands of dental practices across the country seem to agree. The company has grown very quickly over the last few years, and we’re now a team of about 200 diverse people that are committed to our mission, super-focused on our product, and fanatical about helping our customers succeed.
In December 2019, we partnered with Marlin Equity Partners to help us aggressively expand our vision in healthcare. Since then, we have more than doubled our footprint (through strong organic growth and acquisition of PBHS) to over 12,000 customers, and we are just getting started! If you are excited about healthcare, working with talented people, aren’t afraid to roll up your sleeves, and want to help build a healthcare technology company that makes a real difference for providers and patients – this opportunity might just be for you.
WHY WE’RE LOOKING:
We are looking to add a Customer Onboarding Specialist to our Customer Experience Department. The Customer Onboarding Specialist plays a vital role in ensuring a smooth and successful transition for new customers in our SaaS company. They are responsible for guiding customers through the onboarding process, ensuring their needs are understood and met, and facilitating the implementation and adoption of the company's product or service. The goal is to create a positive customer experience that leads to long-term customer satisfaction and retention.
WHAT YOU’LL DO:
- Provide a “best in class” onboarding experience.
Seek to understand customers’ needs and tailor their software accordingly.
Manage customers’ expectations and ensure they are prepared to proceed.
Build rapport with each customer and become their trusted advisor throughout their Onboarding experience.
Manage the entire Onboarding experience for a given customer by leading them through the RevenueWell installation, training session(s), and post-training check-in.
Adapt the content and structure of these engagements according to the specific needs of each customer and their representatives.
Use your knowledge of the customer to provide suggestions and best practices for utilizing their solutions effectively and meeting their goals.
Work towards the collective goal of constant improvement.
Thrive in an ever-changing environment and will become a catalyst for betterment.
Identify and vocalize areas for improvement, embrace new projects, and overcome challenges.
Lead customers through the onboarding process, providing guidance and support at each stage.
Collaborate with cross-functional teams, such as sales, product, and customer success, to ensure a seamless transition from sales to onboarding.
Conduct thorough needs assessments to understand customers' business objectives, challenges, and requirements.
Tailor the onboarding experience and configure the product or service to meet their specific needs.
Develop and deliver training materials, both remotely and onsite if required, to educate customers on how to effectively use the product or service.
Provide product demonstrations and guide customers through best practices to maximize value.
Build strong relationships with customers by serving as their main point of contact during the onboarding process.
Address any concerns or issues promptly and effectively, fostering trust and customer loyalty.
Assist customers with technical issues or challenges during the onboarding process.
Collaborate with the technical support team to resolve issues quickly and ensure a smooth onboarding experience.
Monitor customers' progress and adoption of the product or service.
Proactively identify and address any barriers to adoption, providing guidance and recommendations to improve engagement and satisfaction.
Maintain accurate records of customer interactions, onboarding progress, and any issues or resolutions.
Generate reports on customer onboarding metrics, highlighting areas for improvement and opportunities to streamline processes.
Stay updated on industry trends, product enhancements, and best practices in customer onboarding.
Provide feedback and suggestions to improve the onboarding process, driving continuous improvement efforts.
WHAT WE’RE LOOKING FOR:
Bachelor's degree in Business, Marketing, or another related field (or equivalent experience) is desired but not required.
0-2+ years of experience in customer onboarding or customer success, preferably in a SaaS company.
Strong communication and interpersonal skills to effectively engage with customers and internal teams.
Excellent problem-solving abilities and the ability to troubleshoot and resolve customer issues.
Proactive and self-motivated with the ability to work independently and manage multiple projects simultaneously.
Strong organizational skills and attention to detail to ensure accuracy and efficiency in customer onboarding processes.
Technical aptitude and the ability to quickly learn and understand complex software applications.
Familiarity with customer relationship management (CRM) systems and project management tools is a plus.
Demonstrated ability to build strong relationships with customers and deliver exceptional customer service.
WHAT’S IN IT FOR YOU:
Competitive Compensation: This position offers a base salary and bonus. Employees who demonstrate successful goal attainment and commitment will have the opportunity for career growth and advancement in the organization.
Entrepreneurial Culture: You manage your business. We strongly encourage our Employees to leverage their skill sets and creativity to provide the best service and solutions to our current clients.
Work/Life Balance: A super laid-back environment where hustle goes a long way and work is enjoyable. A true Work Hard Play Hard mentality. We believe in working hard, for our clients every day while ensuring satisfaction in your role and ample time to enjoy activities outside of work. Along with having remote flexibility.
YOU Make the Difference: You’ll spend your days building and maintaining relationships with new and existing customers. You will be consulting with health professionals to help them be more profitable, to be more present for their patients, and to make office life easier!
Great Benefits: Several comprehensive benefit offerings to choose from and a no-wait 401k plan with company match.
RevenueWell is an Equal Opportunity Employer of minorities, females, protected veterans, and individuals with disabilities. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
No search firm solicitations, please.