Customer Onboarding Specialist, Enterprise

Document Crunch - Austin, TX

Full-time - Mid Level

Austin, TX

About the position

The Customer Onboarding Specialist at Document Crunch plays a vital role in ensuring a smooth transition for new customers adopting the company's AI tools for construction contracts. This position involves providing guidance, training, and support to help customers maximize the value of the platform, thereby enhancing their overall experience and success with the product. The role is integral to the customer journey, focusing on relationship management and effective onboarding strategies.

Responsibilities

• Transform new customers into Document Crunch experts and advocates by conducting in-person and online training, providing support, and managing roll-out strategies.
• Provide the highest level of service and support to Document Crunch's clients through diligent communication and relationship management.
• Develop and execute effective onboarding plans for new customers, ensuring all necessary resources and training are available to drive early success.
• Collaborate cross-departmentally to establish best practices, improve processes, and ensure that the voice of the customer is heard across teams, including Product and Marketing.
• Mentor and support fellow team members, fostering skills development and promoting a culture of continuous learning.
• Achieve complete immersion and mastery of Document Crunch's product offerings, business model, and emerging technologies.

Requirements

• 2-4 years of experience in onboarding, training, or customer success for a SaaS company, ideally in a fast-paced startup environment.
• Strong communication and interpersonal skills, with a customer-centric mindset.
• Proven ability to manage multiple accounts and projects simultaneously while maintaining a high level of service.
• Passionate about technology and the construction industry; experience in either is highly preferred.
• Ability to work independently as well as collaboratively in a remote-first setting.

Nice-to-haves

• Experience working with AI-powered platforms or tools, including familiarity with machine learning concepts and their applications in real-world scenarios.
• Knowledge of the construction industry, including familiarity with common project roles, contract structures, and workflows involved in construction project management.
• Experience in delivering both online and in-person training sessions to diverse audiences, with the ability to adapt content to different learning styles and technical backgrounds.
• Strong problem-solving skills and the ability to think critically when faced with challenges during customer onboarding.
• Excellent organizational skills, with experience in creating training materials, onboarding schedules, and documentation to enhance the customer experience.

Benefits

• Competitive salary and benefits package.
• Close to the ground floor of an incredibly high-growth business.
• Substantial internal growth opportunities and emphasis on personal & professional development.
• Generous paid time off policy.
• World class medical, dental, and vision benefits.
• 401k participation.
• Participation in the employee stock option program.
• Open-minded and collaborative work environment with a focus on results.