Client Onboarding Specialist (Non-Hr)

StoragePug is looking for a Client Onboarding Specialist (This is NOT HR but Customer Service) to join our exciting tech startup here in Knoxville, TN. We build high-converting websites to help independent self storage operators compete with national, publicly-traded competitors and provide amazing experiences for their customers.

As the Onboarding Specialist, you are the primary point of contact for new clients after the sale is closed. You’re the welcome committee and the client’s official guide to StoragePug, our culture, and how we help them.

Working with self-storage operators and managers, the Onboarding Specialist builds relationships with clients, sets up and manages accounts, trains new users on our platform, and guides our clients through onboarding.

You’ll be working in a startup environment named one of Knoxville’s Top 10 Startup Cultures, at a company that knows SEO (Google: “self storage marketing.” StoragePug typically comes up on the first page of search results, nationwide).

You can get a feel for our culture by taking a look at our Google My Business listing (https://g.page/StoragePug).

Pug Fun Facts:

• Our clients have storage facilities all over the country, from New York to Hawaii
• Google “self storage marketing” and StoragePug is on the first page nationwide
• We are a SaaS/tech startup in Knoxville, located in the heart of Cedar Bluff
• We serve the self storage industry: a $38 billion dollar industry with over 55,000 facilities

The Who, What, Where, And Why

Who You Are:

• You have a “get stuff done” mentality.
• Willing to learn, grow, and admit mistakes.
• Quick learner, always looking to embrace and master new technologies
• Strong written and verbal communication skills.
• Able to communicate with other people and teams effectively.
• Driven, motivated, and a joy to work with.
• You have no problem delegating and executing tasks.

What’s the day-to-day look like as an Onboarding Specialist?

• Responding to incoming client inquiries (phone calls, zoom meetings, emails, and chatbots)
• Leading our clients through onboarding, configuration, and go-live; which includes a heavy amount of project management.
• Serving as the client’s trusted advisor and project manager from kick-off to launch, setting the tone for the excellent service they will receive
• Establishing clear communication channels for client support and training
• Developing best practices and standard operating procedures for onboarding, support, and client happiness.
• Maintaining an active pipeline, prioritizing events and tasks as needed
• Collaborating with the Sales and Marketing teams to learn about new clients.
• Consulting and building solutions to our clients’ challenges.
• Identifying client needs and build strong relationships
• Analyzing client requests and implement a plan to fulfill their intent
• Tracking, organizing, and communicating requested features to the product development team

Requirements:

• Alignment with StoragePug's Core Values.
• Work at our office in Knoxville, TN.
• Customer-centric and love talking to clients.
• Strong written and verbal communication skills.
• Strong attention to detail and proofreading skills.
• Organized with a solid understanding of project management paradigms.

You should have:

• Marketing-focused mindset, with a working knowledge of SEO, GMB, and Analytics.
• Ability to work both individually and collaboratively within a team environment
• Excellent communication skills, ensuring timely responses to clients and internal teams
• Excellent communication and project management skills
• Proven track record of hustle - we don’t mind what it is**
• Ability to prioritize, multitask and organize workload
• Demonstrated “coachability” with a hunger to learn and succeed

Bonus points:

• Worked with knowledge bases or training programs.
• Customer service experience is a plus.
• Created written and video training materials.
• Experience with SaaS companies is a plus.

Why:

All of our products are made with love in Knoxville, TN. We are committed to your growth as an individual and as a leader. We win when you win, and we’re dedicated to helping you make the most of your experiences here at StoragePug. Your ideas will thrive here. Come be a part of the Pug!

Where:

This position will be located at our headquarters in Knoxville, TN. You’ll work with a close-knit team of dedicated salespeople, software engineers, and co-founders. We’ve built a culture of inclusion and innovation, and we strive for the success of our people.

Cover Letter:

• Not required, but it will help you stand out
• Tell us why you’d be awesome for StoragePug

Benefits:

• Paid Employee Medical, Dental, Vision, and Life Insurance
• 2nd Year - Four Weeks
• 1st Year - Three Weeks
• 9 Paid Holidays
• Modern, Relaxed Office Environment & Dress Code
• Flexible Time Off (FTO)
• 3rd Year + - Five Weeks

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