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Customer Onboarding & Services Specialist (Remote)
Company | PeopleGrove |
Address | Arlington, VA, United States |
Employment type | FULL_TIME |
Salary | |
Category | Transportation, Logistics, Supply Chain and Storage |
Expires | 2023-06-18 |
Posted at | 11 months ago |
Scope of the Role
- Onboard new customers to configure and launch their PeopleGrove platform
- Onboard and launch new mentorship programs
- Deliver ‘intervention’ support and other ad hoc services to ensure optimal growth and adoption for customers
- Independently manage a number of concurrent customer projects and ensure timely and high-quality completion of all tasks and deliverables, while providing accurate internal progress reports
- Embrace and demonstrate commitment to PeopleGrove’s values, mission and vision.
- Serve as the main point of contact for new customers during the onboarding process and ensure they have a seamless and positive experience with our company
- Effectively identify, mitigate and / or escalate customer project risks
- Ensure effective handoffs in the customer journey from sales to services and from services to customer success management
- Achieve onboarding and services CSAT goals for all customer projects while meeting team utilization targets
- Gain and maintain expert-level knowledge in key product functionality to effectively guide our customers through strong adoption and platform growth
- Help identify efficiencies and develop best practices ensuring our team’s continuous improvement
- Willingness to identify and pursue opportunities for professional development to build the requisite skills needed to be successful in the role
- Project management experience is desired, but not required – PMI certification is a plus
- Recent and relevant experience leading customer onboarding or other services projects in a B2B SaaS organization (ed tech preferred)
- Exhibit resilience, high attention to detail, strong organizational skills and a proven ability to manage multiple projects with competing priorities, especially in fast-paced environments
- Ability to collaborate cross-functionally with sales, customer success managers, support, marketing, and product teams to ensure high customer satisfaction and advocacy
- Demonstrated experience consistently meeting or exceeding targets for customer satisfaction and time to value
- Comfortable with taking risks and challenging assumptions to develop and deliver optimal solutions for customers.
- Strong interpersonal and communication skills including the ability to lead meetings and communicate effectively with clients via email, phone, video conferencing and potentially in person
- Previous or current PeopleGrove platform experience and/or higher education experience, which could include: consulting for higher ed, software/tech partner to higher ed, or working directly for a higher education institution.
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