Engagement Solutions Onboarding Specialist

Terry Berry - Grand Rapids, MI

Full-time - Mid Level

Grand Rapids, MI

Miscellaneous Manufacturing

About the position

Terryberry is seeking an Engagement Solutions Onboarding Specialist to join our dynamic team in Grand Rapids, MI. As a leader in employee recognition for over a century, we are now transitioning into an employee engagement SaaS-led organization. This role is pivotal in ensuring that our customers experience a seamless onboarding process from the point of sale through to successful implementation. The Onboarding Specialist will be responsible for setting customers up for immediate success, creating initiatives that drive effective product implementation, and managing customer expectations throughout their journey with us. In this role, you will own the entire onboarding process, which includes defining customer needs, managing timelines, and ensuring that each step of the journey meets customer expectations. You will collaborate closely with sales, product, and support teams to provide comprehensive support during the onboarding phase. This includes conducting video and phone calls to assist customers, building evergreen content and resources for education, and creating repeatable processes and frameworks for onboarding. Your goal will be to foster excitement and engagement among new customers, ensuring they are well-equipped to utilize our products effectively. After a successful onboarding experience, you will facilitate a smooth transition of the customer relationship to a Customer Success Manager. Additionally, you will be responsible for addressing any technical issues or requests from new customers and creating Success Potential vectors to enhance the Customer Journey. This role requires a strategic mindset, excellent communication skills, and a strong focus on customer service to build a loyal customer base from the outset.

Responsibilities

• Own the entire onboarding process from the point of sale through successful implementation.
• Create initiatives that help to drive successful product implementation.
• Help the customer define their needs and manage their timeline toward seeing value.
• Work with sales, product, and support teams to ensure that each piece of the journey meets customer expectations.
• Complete video and phone calls to ensure that customers are supported during the onboarding process.
• Build evergreen content and resources for customers to use for education and to drive rapid product adoption.
• Create repeatable processes, resources, and frameworks to use when onboarding customers.
• Successfully transfer your customer relationship to a Customer Success Manager after onboarding.
• Solve new customer technical issues and requests.
• Create Success Potential vectors for the Customer Journey.

Requirements

• 3+ years' experience in Customer Success and/or a similar role.
• Excellent oral and written communication skills.
• Top notch customer service skills.
• Strong organizational and time management skills, high attention to detail.
• Ability to work well both independently and across teams; self-motivated and driven.
• Strategically minded and solutions oriented.
• Team player.