Customer Onboarding Specialist

$50,000 - $60,000/Yr

Validity - Westminster, CO

Full-time - Entry Level

Westminster, CO

Administrative and Support Services

About the position

Onboarding Specialists at Validity are enthusiastic problem solvers who thrive on helping clients navigate their onboarding journey. The Customer Onboarding Specialist plays a crucial role in ensuring that new clients are effectively onboarded and trained, with the ultimate goal of driving product adoption and usage. This position requires a logical and systematic approach to troubleshooting client issues, as well as a commitment to understanding and implementing solutions that enhance the customer experience. The Onboarding Specialist serves as the first point of contact after a client commits to Validity, ensuring they receive a warm welcome and a positive start to using Validity solutions. In this role, the Onboarding Specialist will guide clients through their onboarding journey, providing product implementation assistance and conducting in-depth training sessions, either face-to-face or through webinars. The Specialist will monitor client progress, communicate effectively, and follow up to ensure that all onboarding requirements are met. This includes completing the onboarding checklist and defining the path to success for each client. The Onboarding Specialist is also responsible for ensuring that processes are followed and workflows are implemented correctly. Additionally, the Onboarding Specialist will analyze gaps in the customer experience and collaborate with cross-functional teams to address these gaps, contributing to the continuous improvement of the product implementation methodology. The role also involves creating digital education assets, such as training videos and articles, to support customer training and implementation. Building relationships and collaborating with key business stakeholders across departments is essential to promote the effectiveness of the customer success program.

Responsibilities

• Onboard and train new clients to ensure product adoption and usage.
• Provide product implementation assistance and conduct in-depth training sessions.
• Monitor client progress and follow up to ensure onboarding requirements are met.
• Communicate effectively with clients to troubleshoot issues and provide support.
• Analyze gaps in the customer experience and work with cross-functional teams to address them.
• Create digital education assets to support customer training and implementation.
• Build relationships and collaborate with key business stakeholders to improve the customer success program.

Requirements

• 2-3 years of experience in Customer Success, Customer Service, Customer Support, or Technical Support.
• Demonstrated ability to learn quickly about businesses and technologies.
• Proven ability to work in a fast-paced, iterative environment with rapidly changing conditions.
• Excellent time management skills and ability to work autonomously.
• Strong troubleshooting skills for client problems and complex product issues.
• Data analysis skills to evaluate performance and drive improvements.
• Public speaking or advanced presentation skills, with experience in conducting technical product training sessions.
• Clear and concise communication skills for internal and external clients.

Nice-to-haves

• Knowledge of email deliverability and/or email delivery systems (ESP's).
• Familiarity with Salesforce CRM application, including data structure and API integration.
• Previous experience in a SaaS environment.

Benefits

• Salary range of $50,000 - $60,000 plus benefits, bonus opportunities, and stock options.