Onboarding Specialist

The Customer Experience group is responsible for launching, supporting, and strengthening business relationships with Boulevard customers. Playing a critical role in the customer journey, the Onboarding Specialists collaborate with the Sales team pre-close and then own the implementation project through two weeks post-launch.
What you'll do here:

• Partner with the account executive and provide pre-close consulting for the customer to manage expectations and help them understand the vast offerings of Boulevard
• Serve as the main point of contact during onboarding, delivering premium-level customer service through email, text, phone, and video conference
• Understand and anticipate the customer's business needs and configure their account settings
• Ensure customer's data is successfully ingested
• Manage the onboarding project end-to-end and meet the go-live deadline
• Identify any customer cancellation/churn risks
• Collaborate regularly with Sales, Product, Engineering, Finance, and other Customer Experience teams to ensure continuous improvement and ongoing customer satisfaction

What you'll need to thrive:

• Experience: 1-3 years of experience in tech support, training, operations or customer success
• Technical aptitude - You'll learn Boulevard's technology platform, communicate with contacts of varying technical savvy, and offer creative solutions for customer needs.
• Joy for organization and planning: You are organized, confident, and highly resourceful. Friends call you to untangle the patio lights or set the itinerary for a group trip. You take pride in sharing processes that are effective, easy, and enjoyable.
• High EQ - You navigate complex interactions with your versatile communication style, sophisticated interpersonal skills, and a resilient spirit.
• Bonus Points for prior SaaS experience | proficiency in Salesforce and TaskRay | experience with the luxury and self-care industry

Within 1 month you'll...

• Complete Boulevard platform training
• Bond with your teammates
• Complete Customer Experience training
• Observe customer onboarding meetings led by your tenured peers
• Understand the customer journey

Within 3 months you'll...

• Launch new customer accounts and track the onboarding process in Salesforce and TaskRay
• Answer your assigned customers' inquiries with the help of your teammates and resources
• Coordinate data migrations with the engineering team
• Build your knowledge of the broader Boulevard organization

After 6 months you'll...

• Mentor and help train new members of the Onboarding team
• Work collaboratively across departments and serve as the voice of customers internally