Our onboarding team is in charge of product enablement.
The onboarding specialist at Crewhu serves not only as the primary point of contact for new customers following the sales process, but as a key technical resource for Sales and Account Management.
Onboarding Specialists are real product Gurus, knowing Crewhu and its main integrations inside out. They’re responsible for making all the magic actually happen.
Their mission is not to merely check items off a list; they connect real problems to real solutions every day.
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.
- Host client meetings every day, in English, and with the camera on
- Onboard new clients, assisting in the expansion and retention/adoption of new and existing clients
- 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 the client’s needs and find the best solutions. Understand the 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
- Communicate internally to coordinate tasks across multiple teams internationally, having English as the official language
- 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-tasker
- Hands-on spirit, analytical, and problem-solving with attention to detail
- Comfortable using or learning Google Suite Tools (calendar, docs, sheets) and Zoom
- Comfortable learning how to use other systems (i.e, ConnectWise, Autotask, and many more)
- Comfortable working based on the USA holiday calendar and Eastern Time Zone, with eventual flexibility to accommodate customers in other time zones.
- Experience with tools such as Hubspot, Zendesk, and/or experience with other PSAs
- Customer Success experience
- Bachelor’s Degree
- Eventual flexibility to accommodate customers in other time zones.
- Sandler training
- Sales experience
- 30 days of PTO yearly
- Internal recognition program