Onboarding Specialist

Onboarding Specialist

You're not just any Onboarding Specialist; you have the passion and patience to guide small business customers, bringing a WOW factor to their initial interactions with our brand post-sale. You recognize that onboarding is more than a checklist, it's a chance to cultivate lasting relationships and lay the foundation for customer success. You're knowledge-hungry, tech-savvy, and love to stay up-to-date with the latest product releases to incorporate them into a seamless onboarding process. Your organizational skills and ability to prioritize ensure you manage a full workload effectively. You excel in collaboration and thrive in a team-oriented environment when needed. You embrace the fast-paced, dynamic nature of a start-up and are eager to contribute your insights to make a difference.

Responsibilities

• Provide onboarding to new accounts in virtual meetings where you'll demonstrate how to configure the account and extract maximum value from their solution
• Collaborate with Sales, Support, and Customer Success teams to ensure a smooth transition from prospect to loyal customer
• Conduct proper discovery to confirm sales notes around customer priorities, and de-escalate onboarding or sales concerns effectively to keep them moving forward
• Help troubleshoot product or workflow issues to improve customer satisfaction during the onboarding process and tailor the solution to meet their goals
• Join sales meetings providing technical product support and workflow assessment to assist in closing or retaining deals
• Attend product feedback sessions to be the voice of the customer and help guide our product roadmap
• Reach out by phone and email to new customers to schedule onboarding training sessions and ensure they are on track for their preferred go-live date and begin using the software
• Gather feedback during the onboarding process and update notes and tasks in the CRM
• Send recordings of onboarding sessions to customers and create separate tutorials as needed

This is a hybrid role working Tues, Wed and Thurs in office and Mon and Fri working remote. The role is open to candidates in Austin, TX and San Diego, CA.

Requirements

• 2+ years of experience in Customer Onboarding, Sales Engineering, or Technical Sales
• Experience providing training or product demonstrations to clients
• Exposure to SaaS, UCaaS, Digital Marketing, or other technical solutions
• Tech savviness and the ability to quickly and constantly learn new products and processes
• Excellent verbal and written communication skills
• Able to adhere to best practices in time management and organization
• Proven ability to establish professional rapport and influence customers over email, video, or phone
• Driven and highly motivated to ensure customer success

Bonus Points:

• SDR/AE/AM/CS experience
• Complex or Franchise solution onboarding experience
• Experience in both start-ups and established companies
• HubSpot, Fullstory, and JIRA proficiency
• Knowledge of business processes, departments, and stakeholders
• Field Service Business Exposure

Why Join Workiz?

We focus on empowering our team members, valuing each as a long-term investment. Emphasizing the importance of ongoing growth, we are dedicated to nurturing and training individuals, enabling them to exceed expectations in both skills and responsibilities.

Why You'll Love Being a Workizer:

• Fuel your passion (and have a blast doing it!): You won't just use a product you believe in, you'll work alongside a team that makes every day exciting!
• Collaborative Excellence: We foster a culture of teamwork where exceptional achievers and quick learners can thrive. Together, we deliver impactful results.
• Speak your mind! At Workiz, there are no bad ideas. We thrive on diversity of thought and love to see innovation take flight.
• Celebrate the culture: Our team is a vibrant mix of backgrounds and experiences. Embrace the richness and learn from each other.
• Work-life balance: Find your perfect rhythm with our hybrid model - 3 days on-site and 2 days remote working.
• We take our work seriously, but we know how to let loose and celebrate our wins!

Perks

• Fuel Your Flow: Stay energized with a fully stocked kitchen featuring premium coffee and a curated selection of snacks.
• Beyond the Desk: We're big on culture. From our monthly catered lunches and hosted happy hours, we make space for real connection.
• Recharge: Depending on your office location, access perks like a state-of-the-art fitness and yoga studio, a social lounge with a golf simulator, pool table and dart board as well as dog-friendly offices and quiet spaces to recharge.

Compensation and Benefits

Market-level compensation based on experience: $70,000 - $85,000 OTE

Workiz provides a comprehensive benefits package, featuring employee stock options, up to 100% employer-paid Medical, Dental, and Vision coverage options for employees plus generous dependent coverage options, and a 4% match on 401k contributions.

Sick Leave: 5 days per year

Vacation Leave: 14 days per year (that grows with tenure!) plus 2 Floating Holidays to use each year

Inclusivity Statement

At Workiz, we believe that great ideas come from anywhere. We support a collaborative environment and value open participation from individuals with different ideas, experiences, and perspectives. We believe having a diverse team makes Workiz a more interesting and innovative place to work, and we strive to make Workiz a welcoming and inclusive place for all.

Workiz will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Workiz is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting calcivilrights.ca.gov/fair-chance-act/.