Onboarding Specialist

Company Overview Mad Mobile is an AI‑driven software development company headquartered in Tampa, FL, revolutionizing the restaurant and enterprise retail industries. Our innovative solutions empower businesses to enhance customer experience, streamline operations, and drive growth through cutting‑edge technology. Location Must be based in or willing to relocate to Tampa, FL. This is an in‑office role. About the Role As a Customer Success Associate on the Mad Mobile team, you will own a set of accounts and partner with your customers to ensure they are maximizing their engagement with CAKE. This includes interacting with customers at every stage from implementation to renewal, providing proactive account management and support, engaging in data research and analysis, and thought leadership. You will adopt a digital‑first approach to delivering customer success at scale. Responsibilities Develop and maintain relationships with assigned customers, acting as their primary point of contact and trusted advisor. Oversee the onboarding of new accounts and ensure a successful implementation for the lifetime of each account. Conduct regular check‑ins and reviews with customers to assess their satisfaction, address any issues or concerns, and gather feedback. Identify and elevate potential customer risks or churn indicators and develop strategies to mitigate them. Monitor key performance metrics, such as customer satisfaction, usage patterns, and renewal rates, and take proactive measures to drive customer success and retention. Understand customers’ business objectives, challenges, and requirements to proactively identify opportunities for value‑added solutions and upsell opportunities. Develop and deliver training and educational materials to help customers maximize the value of the company’s products or services. Qualifications Proven experience in a customer‑facing role, such as customer success, account management, or sales. Excellent interpersonal and communication skills, with the ability to build rapport and credibility with customers at all levels. Strong problem‑solving and analytical abilities to identify and address customer needs effectively. Knowledge of the industry and the ability to understand customers’ business processes and goals. Proficiency in using customer relationship management (CRM) software and other relevant tools. Self‑motivated and results‑oriented, with the ability to work independently and manage multiple customer accounts simultaneously. Demonstrated ability to collaborate and work effectively in a team environment. Excellent organizational and time‑management skills, with the ability to prioritize tasks and meet deadlines. Customer‑focused mindset with a passion for delivering exceptional customer experiences. Requirements 2+ years of experience in SaaS in customer‑facing roles (e.g., customer success, marketing, product implementation, sales, professional services, etc.). Experience delivering presentations, leading customer calls, and fielding customer questions. Proficiency in using customer relationship management (CRM) software and other relevant tools. Proven organizational and time‑management skills, with the ability to prioritize tasks and meet deadlines. Customer‑focused mindset with a passion for delivering exceptional customer experiences. Preferred Qualifications Startup experience, especially in a B2B SaaS environment. Bachelor’s degree in business administration, marketing, or a related field (or equivalent experience). Payment technology, restaurant, and retail industry experience preferred. Benefits We offer 80% company‑paid benefits for medical, dental, and vision for employees who choose our HDHP plan. Family coverage is available at a highly discounted rate, with the company covering 75% of family plan costs. We provide a $500 match for HSA (prorated based on start date). A robust add‑on plan is 60% covered by Mad Mobile. Additionally, we provide a 401(k) with up to 4% matching, fully vested on day one. EEO Statement Mad Mobile is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws. #J-18808-Ljbffr