Customer Onboarding Specialist (Mailchimp)

About the position

The Customer Onboarding Specialist at Mailchimp plays a crucial role in engaging and supporting new customers throughout their onboarding journey. This position focuses on establishing strong relationships with clients, guiding them through the implementation of Mailchimp's marketing platform, and ensuring they derive maximum value from the services offered. The specialist will collaborate with various internal teams to enhance customer experiences and drive long-term success, while also mentoring new team members and managing a portfolio of projects.

Responsibilities

• Monitor onboarding health across new customers to ensure fast-tracking value and setting customers up for long-term success.
• Define business objectives with customers and identify a plan for their success.
• Partner with other Mailchimp teams to provide a 1:many onboarding experience.
• Adapt processes to provide a tailored onboarding experience and meet customer needs.
• Contribute to a positive team environment of collaboration, customer empathy, equality, and inclusion.
• Become a Mailchimp domain expert.
• Identify opportunities to recommend necessary services and service partners to help meet new customer onboarding and implementation milestones.
• Work closely with customers and their tech teams to fully integrate Mailchimp into their marketing tech stack.
• Track and reach key implementation milestones.
• Identify, capture and escalate implementation risks that could lead to churn or a failed implementation.
• Train customers and provide progressive guidance throughout the implementation and launch process.
• Partner with other customer-facing teams to optimize customer hand-offs and improve the customer experience.
• Mentor new team members (Onboarding Specialists) as they ramp up and begin to engage with customers.
• Proactively surface customer risk, successes and challenges, providing potential solutions or plans for risk mitigation.
• Manage, mentor and lead a team of Onboarding Specialists.
• Work cross-functionally with other teams to ensure your team has what they need to engage, retain and grow their customers.
• Provide guidance and management over customer escalation decisions and protocols.
• Work hand-in-hand with your team to develop account strategies, growth and/or risk mitigation plans.
• Coach your team through quality evaluations and performance reviews to help them develop skills and grow in their career.
• Proactively look for areas of opportunity to innovate and optimize your team and your team's programming to drive continuous improvement on performance and the customer experience.
• Work with recruiting and internal teams to recruit, hire, onboard and train new talent.
• Inspire and motivate your team to do their best work in helping customers engage and grow with Mailchimp.
• Analyze customer and team data to make informed decisions on necessary updates to Onboarding activities and overall programming.
• Lead and encourage your team to focus on skills and attributes that lead to long-lasting relationships with their customers.

Requirements

• 2+ years with marketing and/or advertising campaigns and strategy (ideally digital or display advertising).
• 2+ years experience in a customer or client facing role (i.e. B2B Marketing Sales, Customer Success, Account Management).
• Experience running onboarding and implementation activities to help customers adopt and utilize products or services.
• Solid understanding of MarTech (experience using MarTech platforms is ideal).
• Strong track record managing a portfolio of accounts, with an emphasis on driving client adoption.
• Exceptional interpersonal skills; ability to talk technical details and business strategy in the same conversation.
• Patience and enthusiasm for explaining complex concepts to a diverse audience.
• Entrepreneurial mindset - thrive balancing independence and accountability.
• Ability to listen hard and change fast to meet changing business objectives and requirements.
• Excellent work ethic, outstanding initiative, and a flexible, proactive approach.
• Strong collaboration, teamwork, and relationship building skills across multiple levels and functions within the organization.
• Previous experience in mentoring and coaching of a team as a part of onboarding and other training programs and initiatives.
• Experience in process improvement and project management.
• Exceptional verbal and written communication skills, including public speaking ability.
• Attention to detail, outstanding work habits, enthusiasm and a consistently positive outlook in daily work.
• Experience working with self-service SaaS solutions.
• Working knowledge of Mailchimp's features.

Nice-to-haves

• HTML/CSS experience.
• Being multilingual in one or more major European languages.
• Understanding of Mailchimp and its features.
• Knowledge of market and competitive landscape.
• Knowledge of CRM and Customer Success platforms.

Benefits

• Competitive salary ranging from $88,000 to $119,000 per year.
• Hybrid work environment with flexibility in work location.