Are you passionate about ensuring that customers have an exceptional experience when adopting new technologies?
Are you an onboarding specialist who excels at understanding customer needs and providing effective solutions? If so, we have the perfect opportunity for you.
We are looking for a Senior Onboarding Analyst / Onboarding Specialist who will be responsible for guiding our new clients through every step of implementing our products, ensuring their full adoption and long-term success.
This position is crucial to our mission of expanding and retaining our customer base while continuously improving their experience.
Apply now and become part of a dynamic and innovative team where your talent will be valued, and your impact will be evident
Crewhu is a customer feedback, gamification, and recognition platform that makes it easy to engage and excite your team by focusing on the metrics that matter to improve performance, keep customers happy, and grow your organization.
- Onboard new clients, assisting in expansion and retention/adoption of new and existing client
- Help new clients with Crewhu implementation to ensure long-term success
- Support Account Manager with existing customers implementing new features and reviewing product adoption, best practices, and opportunities for improvement
- Capture client’s needs and find the best solutions. Understand client’s pains, tech stack, and integrations with Crewhu
- Identify and report upgrade and churn prevention opportunities/risk, liaising with other departments.
- Record customer meetings and input and update relevant information into the CRM
- Prepare and deliver presentations to explain the system’s modules and new features to customers and prospective customers
- Capture client feedback, issues, and expectations and follow SOPs to deliver it to the right areas of the company (i.e. support, sales, marketing, product)
- Follow up with customers via email and phone calls
- Write knowledge-base articles, video tutorials & instructions as needed
- Lead and present live webinars
- Support leadership in tracking and implementing onboarding metrics, KPIs, reports and analytics
- Support the sales team: answer technical questions that can help to close deals and jump on sales calls if necessary. Identify use cases and testimonials to endorse product value for sales.
- Organize the onboarding agenda and rhythm, making sure that new clients get value out of the system in the most efficient way
- Make sure that the client is aware of his support system: dedicated Account Manager, Support Team, and Knowledge Base articles
- Full proficiency and fluency in English
- Customer Onboarding experience in SaaS
- Previous experience providing customer service to US-based clients
- Interpersonal, presentation, and training skills
- Multi-team player and multi-task
- Business acumen
- Hands-on spirit, analytical and problem-solving with attention to details
- Experience with tools such as Hubspot, Zendesk and/or experience with other PSAs
- Google Tools (calendar, docs, sheets) and Zoom
- Comfortable learning how to use other systems (i.e CW, Autotask, and many more)
- Comfortable working based on the USA holiday calendar and Eastern Time Zone
- Sales experience
- Customer Success experience
- Bachelor’s Degree
- 30 days Paid time off
- Reward and Recognition Program