Customer Onboarding Specialist US

Swrve provides the leading comprehensive marketing platform for enterprise companies to design, deliver and automate multi-channel interactions and campaigns that engage their users across mobile, web and OTT devices. With deep analytic capabilities and sophisticated engagement tools on top of a real-time engine, Swrve is building the next generation of marketing technology. Swrve combines today's biggest technology trends—mobile, machine learning & digital marketing—to make it simple for marketers to delight their customers.

Swrve is installed in hundreds of apps across industries, such as retail, online marketplaces, media and entertainment, travel and hospitality, gaming, telecom and wireless, and financial services. Swrve's customers and partners are leading brands, agencies, and technology companies—including Telefonica, Emirates, Playrix, Three UK, Cox Communications, Radisson Hotels, Warner Brothers, among many others.

We're looking for a Customer Onboarding Specialist to play a critical role on our Customer Success team. You will help support the end-to-end onboarding process for our customers, setting them up for success on Swrve. The Customer Onboarding Specialist owns and manages the implementation of Swrve, with any SDK integrations necessary. This is an opportunity to bring your extensive experience as a consultant, implementation expert, project manager, business analyst or client success professional along with a high level of curiosity and focus.

If this sounds like fun, we’d love to hear from you.

We require the following:

• 3+ years experience working as a Technical Implementation Consultant for a Saas company, ideally working on mobile api and/or cloud solutions
• Technical experience to include working with ios and android apps, integrating SDKs
• Able to gather requirements and define technical specifications.
• Excellent project management, problem solving and troubleshooting skills.
• Able to work closely in a team with technical and non-technical colleagues.

Responsibilities

As a Customer Onboarding Specialist, you will be responsible for setting customers up for long-term success on Swrve products by fully managing the critical onboarding and implementation process for our Global Customer base. As the technical and operational quarterback post-sale and pre-Customer Success, you will drive adoption and customer value by tightly managing overall project delivery including customer education and training, system configuration, QA, and setup.

To be successful as a Customer Onboarding Specialist, you should have comprehensive project management knowledge, be highly organized, be effective in ambiguous environments, and be able to easily communicate technical concepts to non-technical people. You will be responsible for rapidly understanding each client’s business requirements and driving them to realize a fast time-to-value from their investment in Swrve. Working alongside Solutions Architects and Customer Success Managers,

• Project manage a portfolio of customer onboardings to successful outcomes, while accelerating Time to Value.
• Provide expert implementation, development, and product knowledge to customers.
• Work on Data integration processes, including data mapping, using APIs
• Analyse and make appropriate recommendations on technical design tasks.
• Implement the technical solutions designed and developed by the team.
• Where required, tailor 1:1 remote onboardings to meet client needs and exceed expectations
• Help drive early adoption, setting KPIs and success metrics for ROI
• Advocate customers’ business use-cases internally to product development
• Understand and document project scope, integration requirements and stakeholder roles & hierarchy to ensure successful transitions to the Customer Success Manager team after onboarding
• Document specific product setup and workflows, as well as file support tickets on behalf of customers.
• Contribute to the design and improvement of processes and project delivery materials that enhance efficiency and customer experience during onboarding
• Where required, coordinate effectively with client agencies and third parties to drive desired implementation outcomes
• Own customer relationship through implementation (post-sale / pre-account management), collaborating with customers and internal stakeholders to understand business goals and define an implementation strategy
• Create, setup, and test customer configurations.
• Demonstrate a deep understanding of Swrve products and services
• Identify implementation challenges and develop practical recommendations / trade-offs to maximize customer value
• Work closely with CSM Team to ensure the business use cases are being considered during integration.

Requirements

QUALIFICATIONS

• 3+ years of implementation or project management experience OR experience in a similar technical customer-facing role driving up to 15 projects at any given time.
• 3+ years executing on deliverables in a SaaS environment (ex: Solutions Architect, Technical Consultant, etc.) - high growth / fast-paced company experience is a plus
• Have a high level of intellectual curiosity and the ability to constantly learn
• Excellent analytical, problem diagnosis and creative problem-solving skills with the desire and ability to identify, and help implement change
• Strong listening and verbal communication skills: you will need to to quickly understand customer needs or issues and deliver a clear and concise response via video calls and emails
• Ability to manage conflicting priorities and thrive in a fast-paced environment
• Proactive, thorough, and transparent in communication - people rarely need to follow up with you. You are able to communicate effectively with technical and non-technical folks.
• You have demonstrated interest/experience in one or more of the following: SaaS, Mobile, APIs, Marketing Automation, CDP, Analytics or Programming (HTML etc).
• Comfortable with and has experience working in ambiguous environments while working in a consultative manner with customers
• Process driven. Has a strong desire to create, implement, and iterate on processes that lead to a standardized and extremely positive experience for every customer

• Strong critical thinking and problem solving skills
• Action-oriented and independent with hands-on experience delivering business results
• Willingness and desire to learn and adopt new skills - both technical and non-technical
• You’re a talented collaborator that can motivate and maintain enthusiasm throughout the onboarding engagement both internal and externally.

Benefits

• Flexible Vacation Policy
• Remote first/with access to workspaces.
• No meetings Fridays
• Competitive salary with Share Options
• Full contributory pension
• Comprehensive health and dental insurance
• Volunteer days
• Fitness reimbursement policy