The Customer Onboarding Specialist owns and manages customer relationships from the point of sale through successful implementation. They support Sales in closing new accounts, and own current projects. Once implemented, they then transfer the customer relationship to a Customer Success Specialist after a successful onboarding.
What you'll be doing:
30% - Get Customers Where They're Looking to Go
As an RQ product and solution expert you take ownership of your customers and their success
You successfully uncover what metrics each customer is measuring, and you'll use your knowledge of our software to help them achieve maximum value
Proactively provide continuous insight into best practises (incl. marketing analytics, use of product features etc.), and ways customers can hit their individual targets, metrics, and user experience goals
Have an eye for marketing and technical details - you understand technical subjects, and communicate them to our customers in non-technical terms
30% - Project Manage
As an RQ product and solution expert, you understand your customer's requirements; you recommend options to create the best user experience for their users; and then setup the system that delivers beyond customer's expectations
Use your project management skills! You'll drive our new projects by capturing and implementing each customer's specific requirements. They have go-live targets, and it's your job to hit them
30% - Set the Account up for Success
You're a teacher. Train new clients on how to use their new software, and how to get the most value out of their investment.
Capture and document each specific customers requirements and setup. It's your job to set up the Customer Success Specialist to deliver value, so ensure they know what's important to each customer, and what's included in their individual setup
10% - Learn and Grow
Leave things better than you found them. Schedule time in your calendar to challenge current processes and build new ones that bring value.
Regularly meet with other members of the RQ team to keep abreast of current customers and their requests, and new product pipeline
Develop yourself. Grab a book, watch a podcast, take a course – choose what area of your career you'd like to build and commit to it.
Success Metrics, and What We'll Measure:
Hit Your Customers Target Dates - deliver our product on time
Make it simple for our customers and their users - enable the best user experience with our product and onboarding, and document setup for future support
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Build your territory - Contribute to building your territory customer base by getting referred to potential customers, and identify potential accounts in your network
Job Type: Full time
Workday: 9:00 am – 5:00 pm, 2 days remote, 3 days in office
After hours work may be expected to hit your customer targets
Commissions paid as a % of new customers onboarded
