The Ceres Group, L.L.C. - Burlington, MA
posted 3 months ago
As a Customer Onboarding Specialist at our rapidly growing fintech firm, you will play a crucial role in ensuring the successful implementation of our products for high-value customers. This position is based in Boston and is integral to our mission of delivering an exceptional customer experience from the very first interaction. You will be involved in the early stages of customer engagement, helping to set up clients for success through a clearly defined onboarding process. Your responsibilities will include educating new customers about our platform, addressing any functional or technical issues they may encounter, and facilitating a smooth transition to product adoption. In this role, you will own and manage customer relationships from the point of sale through to successful implementation. This involves developing metrics to assess the impact of the onboarding process and creating initiatives that drive successful product implementation. You will work closely with customers to define their needs and manage their timelines, ensuring they see value from our products as quickly as possible. Collaboration with sales, product, and support teams will be essential to meet or exceed customer expectations at every stage of their journey. Additionally, you will be responsible for building evergreen content and resources that customers and other organizations can utilize for education and to promote rapid product adoption. As a FundGuard expert, you will be expected to discuss and educate both internal teams and customers on the nuances of our product. You will need to quickly assimilate and communicate any updates to the product, ensuring that both customers and internal teams are informed. Creating repeatable processes, resources, and frameworks for onboarding will be key to your success in this role. Finally, you will facilitate the successful transfer of customer relationships to a customer success manager after the onboarding phase is complete.