Customer Onboarding Specialist (Mailchimp)

Intuit - New York, NY

Full-time - Entry Level

New York, NY

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Customer Onboarding Specialist at Mailchimp plays a crucial role in engaging and supporting new customers as they begin their journey with the platform. This position focuses on managing a diverse portfolio of projects, ensuring customers understand and utilize Mailchimp's marketing tools effectively. The specialist will act as a primary contact for customers, guiding them through onboarding processes, addressing their needs, and fostering long-term success through relationship building and strategic support.

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.
• Knowledge of market and competitive landscape.

Nice-to-haves

• HTML/CSS experience.
• Experience working in a team-oriented, collaborative environment.
• Being multilingual in one or more major European languages.
• Understanding of Mailchimp and its features.
• Knowledge of CRM and Customer Success platforms.

Benefits

• Health insurance coverage
• 401k retirement savings plan
• Paid holidays
• Flexible scheduling options
• Professional development opportunities