Customer Success Onboarding Specialist

Grouptrail - Portland, OR

Full-time - Mid Level

Remote - Portland, OR

About the position

The Customer Success Onboarding Specialist at Grouptrail is responsible for ensuring a seamless onboarding experience for new education and nonprofit customers. This role focuses on creating successful customer relationships by analyzing processes, implementing changes, and providing training and support to help customers effectively utilize the Grouptrail platform. The specialist will work closely with customers to understand their goals and provide tailored solutions to enhance product adoption and retention.

Responsibilities

• Work closely and onboard key customer groups on the Grouptrail platform to help generate adoption and ensure a successful onboarding through collaboration with the Grouptrail team.
• Conduct onboarding meetings, product tours, company presentations, and product demos.
• Understand customer context and goals and provide product information to best serve those goals.
• Collaborate with the Grouptrail team to plan and refine the customer onboarding process on an ongoing basis.
• Set up new Grouptrail sites, including database management, data mapping, and creating custom report templates while ensuring data integrity and security.
• Educate and train customers to optimize their product setup for the quickest path to success.
• Assist the Grouptrail Customer Success team with answering customer issues and requests during the onboarding process.
• Understand Grouptrail's software platform and onboarding process to evolve the strategy for customer success.
• Gather information on current practices, workflow, bottlenecks, and successful case studies to improve onboarding.
• Improve product adoption, customer retention, and foster positive customer relationships.

Requirements

• Minimum of three years of work experience in customer success and/or program management support for technology project implementation, preferably in education or software industries.
• Experience using desktop and web applications, including Microsoft Excel, Microsoft Word, Google Sheets, Google Forms, Google Docs, and basic video editing.
• Strong verbal and written communication skills with a desire to connect and support customers and teammates.
• Organized with the ability to prioritize deliverables and attention to detail.

Nice-to-haves

• Experience in the education sector or software industry.
• Familiarity with online tools and databases.

Benefits

• Medical insurance (100% of premiums covered for employees, 35% for dependents)
• Dental insurance (99% of premiums covered for employees, 35% for dependents)
• Vision insurance (99% of premiums covered for employees, 35% for dependents)
• 401k plan with 1% match
• Unlimited paid time off
• Annual employee summits in locations like Hawaii and Lisbon
• Family-friendly work-life flexibility culture (fully remote company)