Customer Success Specialist, Onboarding (Remote)

As a Customer Success Specialist for Fleetio's Onboarding Services, your job is to ensure our customers fully adopt our fleet management and maintenance software platform. You'll achieve this by establishing a strong rapport with key stakeholders and executing a process-driven onboarding experience. You'll work directly with customers to document their desired outcomes, complete product training, configure their Fleetio account, import their data, and roll out the product to their users.

In this role, you'll manage a portfolio of onboarding projects representing a diverse set of customer industries and geographies. In addition, you'll work with and be supported by several other Fleetio teams and integration partners as you lead our customers through their onboarding journey.

We're looking for a highly organized, detail-oriented, and tech-savvy team member who excels at optimizing processes to help customers adopt new technology to develop more successful habits. If this is you, we encourage you to apply. Be sure to mention coffee in your application so we know you actually read this.

What's Fleetio?

Fleetio (pronounced "flee-tee-oh") is a modern software platform that helps thousands of organizations worldwide manage their fleet operations. Transportation technology is a hot market, and we're leading the charge, with raving fans and new customers signing up daily.

What makes us special, you might ask? We've been remote-friendly since 2012 and have won Birmingham's Best Places to Work four years in a row. We have 200+ employees and have "Fleetians" all over the United States, Canada, and Mexico. We raised a $21M Series B in late 2020 and have over 4,500+ paying customers in 70 countries. We're on an exciting trajectory as a company and we're ready for you to join us.

More about our product and company:

• Fleetio product overview video: https://www.youtube.com/watch?v=IlvIbwZT3oU
• Fleetio Onboarding Services: https://www.fleetio.com/onboarding-services
• Our culture videos from over the years: https://fleet.io/culture
• Check out our excellent rating on Glassdoor (i.e., people love working here): https://www.glassdoor.com/Reviews/Fleetio-Reviews-E1745407.htm

What you'll be doing

• Work closely with customers to assess their goals and existing business practices to ensure onboarding alignment, proper account setup, and implementation support
• Track tasks against schedule, execute onboarding efforts, and coordinate with internal staff to ensure milestones are met on a timely basis
• Prepare and conduct training programs via Zoom and recorded webinars
• Measure, track, and analyze results to optimize onboarding programs
• Strive for 100% customer satisfaction and happiness during the onboarding process
• Share the voice of the customer as you partner with Engineering, Marketing, Product, and Sales to deliver a best-in-class customer experience
• Become a trusted resource for software and productivity trends in the fleet management domain

What's in it for you

• Work with fascinating customers and prospects who are leading the global transportation industry
• Be a part of an incredible team of "A" players who go above and beyond to make Fleetio a successful company. We're a customer-centric team with a great product, excellent support, and countless happy customers
• This position can work remotely within the United States or from our awesome HQ in downtown Birmingham, AL
• Collaborate in a transparent environment where you are provided the necessary tools, processes, and encouragement to excel every day
• Be heard by colleagues who are eager to apply the ideas and best practices you bring to the table - and who will share their ideas as well
• Thrive in an environment where you are encouraged to give your customers the proper care and attention they need to be successful

Requirements

• At least 2 years of experience in a customer-facing role in a SaaS environment (experience in customer success or support with an emphasis on training or implementation)
• Experience working with our tools - external project management tool (GuideCX), CRM systems (Salesforce), internal project management tools (Asana), and internal communication tool (Slack)
• Strong Excel skills + comfortable manipulating and importing large amounts of data
• Impeccable written and verbal communication skills and the ability and ease to interact with every level of customer to quickly build trust
• Your work is meticulous and precise when executing a task. When it comes to details, you are painstakingly accurate and consistently thorough all while managing your time appropriately
• Strong team player but also a self-starter who can work autonomously
• Empathetic - you want to help and serve our customers to become natural Fleetio evangelists
• You are passionate about organization and can adhere to and improve organizational systems. If there's a way to reduce redundant work, you're on it
• Comfortable with change, experimenting, and trying new ideas

Considered a plus

• Previous experience in the fleet / automotive space
• Bilingual abilities in Spanish and English

Benefits

• 100% health/dental coverage (50% coverage for family)
• Vision insurance
• Incentive stock options
• 401(k) match of 4%
• PTO - 4 weeks
• 10 company holidays + 2 floating holidays
• Parental and bonding leave
• Dependent care and medical FSA
• Short and long term disability
• Community service funds
• Professional development funds
• Health and wellness initiatives
• Mac laptop + new hire equipment stipend
• Monthly catered lunches
• Fully stocked kitchen with tons of drinks & snacks
• Remote working friendly since 2012 #LI-REMOTE

Fleetio provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment. We celebrate diversity and are committed to creating an inclusive environment for all. All employment is decided on the basis of qualifications, merit and business need.

This application is not intended to and does not create a contract or offer of employment. Employment with Fleetio is at will.

If you have a disability or a special need that requires accommodation to fill out the online application, please let us know by calling (205) 718-7500 or emailing [email protected]