Customer Onboarding Specialist

Phorest - Philadelphia, PA

Remote - Philadelphia, PA

Computer and Electronic Product Manufacturing

About the position

We are seeking an Onboarding Specialist to join our team, focusing on our Premium accounts with over 1 million ARR. The Onboarding Specialist will take ownership of the onboarding journey for these accounts, ensuring a seamless transition from initial contact to Go Live Day. This role requires meticulous attention to detail, exceptional organizational skills, and the ability to communicate effectively with both clients and internal stakeholders.

Responsibilities

• Manage Onboarding Process: Own the end-to-end onboarding process for mid-market accounts, ensuring accuracy in data entry and migration activities.
• Client Communication: Initiate and lead discussions with clients, addressing any challenges or complexities that arise during the onboarding process.
• Collaboration: Work closely with the Onboarding Coordinator to meet training deadlines and ensure a smooth transition for clients.
• Documentation and Reporting: Provide well-written summaries and updates in tools like Gainsight, documenting progress and client interactions.
• Timely Responsiveness: Respond to all client emails and inquiries promptly, aiming for same-day or next-business-day responses.
• Process Improvement: Collaborate with management to refine and streamline onboarding processes, enhancing efficiency and client satisfaction.
• Data Accuracy: Partner with the Data Entry Specialist to ensure timely and accurate entry of all relevant client information.
• Escalation Management: Coordinate with the product team to escalate and resolve any issues or client concerns that require immediate attention.

Requirements

• At least 2+ years of experience in any of the following: Onboarding or Implementation role within a SaaS or technology-focused environment.
• Manager of a salon (hair, beauty, MedSpa or similar).
• Experience working in a SaaS company within the salon industry.
• Proficient with technology - familiarity with G Suite (Google Workspace), Gainsight, Slack, Zoom and more.
• Strong attention to detail, and organizational skills.
• Effective communication skills, both written and verbal.
• Problem-solving skills and the ability to troubleshoot as needed.
• Excellent customer service skills and a commitment to providing a seamless onboarding experience.
• Strong teamwork and collaboration abilities, with a willingness to support team efforts.

Nice-to-haves

• Familiarity with tools like G Suite (Google Workspace), Gainsight, Slack, Zoom.
• A passion for helping clients and sharing their enthusiasm for success.
• Ability to lead by example and take ownership of tasks.