Onboarding Implementation Specialist

Shipmonk - Fort Lauderdale, FL

Full-time - Mid Level

Fort Lauderdale, FL

1,001-5,000 employees

Administrative and Support Services

About the position

The Onboarding Implementation Specialist at ShipMonk plays a crucial role in ensuring a seamless transition for clients as they implement ShipMonk's fulfillment solutions. This position is responsible for leading the onboarding journey, managing large-scale projects, and collaborating with various internal teams to deliver exceptional service to clients. The specialist will conduct training sessions, oversee software integrations, and advocate for clients throughout the onboarding process, ultimately aiming to enhance the overall customer experience and satisfaction.

Responsibilities

• Lead the implementation process for enterprise customers, ensuring timely completion and meeting client expectations.
• Conduct 1:1 onboarding training sessions with client teams to ensure proficiency in using the ShipMonk app.
• Demonstrate ShipMonk's software features and troubleshoot issues during video meetings.
• Oversee integrations for e-commerce marketplaces and complex EDI integrations for B2B partners.
• Collaborate with clients to gather requirements for custom development and operational needs.
• Act as the project management office to coordinate internal workstreams and track progress.
• Manage Action Tracker document for internal and client action items to ensure timely completion.
• Create and maintain documentation for the client's onboarding journey.
• Partner closely with Sales for a seamless transition into the post-sale merchant journey.
• Build relationships and communicate effectively with other ShipMonk departments to resolve onboarding challenges.
• Recommend improvements to enhance the overall customer onboarding experience.
• Advocate for clients by capturing and sharing feedback.
• Develop training and reference material for merchants about ShipMonk processes and tools.
• Manage and lead internal department projects to improve the onboarding process.
• Assist the Onboarding Director and Manager with recruiting, training, and mentoring the team.
• Develop and maintain standardized playbooks for onboarding new team members.
• Define, measure, and improve key performance metrics on onboarding effectiveness.
• Achieve post-go-live service level targets for the overall experience.
• Collaborate with Onboarding Associates to resolve complex business requirements.

Requirements

• 3+ years of experience in third-party logistics.
• Strong technical background in software integration with the ability to learn new product features quickly.
• Hands-on experience in selling, demonstrating, implementing, or supporting software.
• Experience collaborating cross-departmentally to deliver comprehensive solutions.
• Proficient with Google Suite Apps (Sheets, Docs, Slides, Calendar, Meet).
• Comfortable with public speaking and client interactions.

Nice-to-haves

• Bilingual in English and Spanish, able to speak and write fluently in both languages.
• Tech-savvy with analytical and creative problem-solving skills.

Benefits

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