Senior Customer Onboarding Specialist

About AppDirect

Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world.  AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service.  We power millions of subscriptions worldwide for organizations.  We do this by our values-driven culture—one that enables you to Be Seen, Be Yourself, and Do Your Best Work.

About You

The Senior Customer Onboarding Specialist role is a critical piece of our customer and technology advisors journey. This role will be responsible for the customer adoption of the AppDirect Marketplace and a subject matter expert of how to operate it from a customer and advisor’s perspective. In this role, you will work closely with our sales, fulfillment, and support teams to provide feedback while acting as the voice of the customer within AppDirect, to deliver our best in class collection of cloud apps and digital services.

What you’ll do and how you’ll make an impact

• Gain deep understanding of user needs and experiences to enhance customer adoption and experience while communicating customer feedback to internal stakeholders for ongoing improvement;
• Enhance customer experiences through technical documentation, training, and process optimization. Partner with Product Marketing to deliver easily digestible client-facing training and webinars;
• Monitor, improve, and report on overall Marketplace adoption and engagement of new and existing customers through Onboarding NPS, CES, and CSAT ratings;
• Collaborate with multiple departments to create an exceptional customer experience through targeted content delivery;
• Collaborate with Product and Sales teams to address customer requirements and drive adoption;
• Contribute to additional onboarding and customer-focused initiatives as required;
• Interact directly with new customers and advisors of AppDirect to ensure a successful first impression. Activities will include presentations, live Q&A, sharing of further information materials as well as tracking of required tasks and activities to complete the onboarding process;
• Support successful launch and adoption of new products/programs;
• Maintain a proactive, customer-centric approach to consistently delight customers;
• Advocate product benefits by effectively communicating cloud management practices to technical and non-technical users.

What you’ll need/assets

• Minimum 4 years of experience providing end-user support for an Enterprise platform and/or SaaS product in a client-facing role with demonstrated dedication to clients and problem solving;
• 2 years of experience in customer success and customer onboarding in a SaaS Company; 
• Bachelor’s degree in business or related technology area;
• Experience in building and implementing new processes in an unstructured environment;
• Experience building and running product demos/overviews and webinars (training);
• Experience working in a collaborative team environment;
• Experience using ticketing systems like Zendesk and collaboration platforms like Google Workspace, Microsoft 365, Slack, and Zoom are a plus;
• Exceptional organizational and project management skills, with the ability to set goals and prioritize many initiatives and opportunities with minimal guidance;
• Self-awareness, strong judgment, clarity, attention to detail, organization, ability to handle ambiguity, and goal-orientation;
• Excellent English written and verbal communication skills with a professional phone or video conferencing presence with ability to communicate through all channels; chat, phone, email, and video conference.

At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.

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