Onboarding Specialist

Job Description

As an Onboarding Specialist, you will be a crucial part of our Customer Success organization, tasked with using your unique perspective to add value to our customers—and our company. In this full-time role, you will work with Candidly's clients to drive proactive engagement, increase product utilization and customer retention, and collaborate with internal teams as our clients’ advocate. It will be your responsibility to effectively manage customer relationships and ensure that Candidly is delivering tremendous value and consistent, positive outcomes for our customers. 

The ideal candidate is a self-starter with a heavy bias for action, comfortable working directly with customers, including C-suite executives. As a remote team member, you have no problem applying project management to your everyday tasks and managing work that serves cross-functional stakeholders. You are personable and are constantly seeking to find ways to simplify complexity through the blended art of storytelling and exceptional customer service. 

Key Responsibilities

• Become an expert on the Candidly platform and champion of our brand, you will relish in providing our customers with that “delight” moment
• Externally serve as the first point of contact for our customers, assisting them through onboarding into long-term relationship management; keeping a high concern for quality of product and experience 
• Consistently collaborate with sales on pipeline success for forward planning and scheduling purposes
• Agree on business objectives and goals with customers to build measurable success plans and set cadence of communication to deliver ROI 
• Develop new and innovative ways to share relevant data and insights that are impactful to customers, drive utilization and ties back to their success drivers through strategic business reviews 
• Generate excitement for new or developing products by keeping customers updated, facilitating demos and training to support enterprise-wide adoption 
• Optimize existing processes and seek to improve all aspects of the customer experience with the company
• Continually strive to exceed customer satisfaction and NPS targets
• Expedite technical and purchase-related escalations
• Document all communication with customers accurately and in a timely manner 
• Foster a culture of professionalism and customer advocacy 

What we are looking for:

• 3-5 years of experience in Customer Success, Onboarding/Implementation, Account Management, Consulting, or Project Management 
• Preferred experience working in a high growth, high intensity startup
• Preferred experience supporting employee and group benefits, including retirement, health, financial wellness and/or student debt benefits
• Proficient interpersonal skills, demonstrated by a strong sense of empathy plus the ability to build authentic business relationships and effectively manage relational challenges 
• Influential verbal and written communication skills, including expertise in presenting to both small and large audiences 
• Accountability, organization, project management, and time management skills  are essential
• Proactive, responsive, customer-first attitude with a proven track record of acting as customer champions
• Experience building, evaluating and optimizing processes
• Experience servicing institutional clients of all sizes; from start-ups to Fortune 500
• A team-player with a proven track record of excelling in fast-moving environments and taking initiatives above and beyond the call of duty

Nice to Haves:

• Experience with Customer Success software such as ChurnZero or Gainsight  
• Client onboarding, conversions, and digital platforms experience