Onboarding Support Specialist

$63,003 - $125,902/Yr

Afterpay - Seattle, WA

Full-time - Mid Level

Seattle, WA

Publishing Industries

About the position

We are looking for an Onboarding Support Specialist to join our team! Reporting directly to our Onboarding Manager, in your role you will manage the final stages of the sales funnel, working with merchants to drive the deal through to activation and accelerate the onboarding process. You will manage the relationship with the merchant while creating & executing a detailed onboarding plan, to set them up for success. This is a customer-facing role that involves a combination of remote and onsite merchant interactions. You will provide an incredible onboarding experience for merchants. You will be responsible for driving deals through to close for SMB's needing onboarding assistance. Your role will involve developing new efficiencies to shorten the onboarding sales stage, using your extensive product knowledge across a whole product suite. You will perform against the onboarding process and training curriculum to hold merchants accountable to a go-live timeline, accelerating the sales cycle and maximizing NPA to the company. Additionally, you will identify and address potential obstacles during the onboarding process, manage partner communication, and create strategies for driving success. As Square's ecosystem expert across all product suites and integrations, you will work with Square's various POS products and Square Online. Your responsibilities will also include performing remote merchant work such as phone consults, advising on hardware/software/operations, staff training, menu building, account optimization, and driving deals over the finish line with a proposed timeline. Onsite merchant work will include training and hardware installation. You will ensure project management by working with our offshore team to complete tasks such as data entry, configuring customer accounts, optimizing menu setup, and other data entry tasks involved in getting a merchant onboard. You will also attend internal stakeholder meetings, roadmap discussions, client optimization sessions, and team, region, and departmental-wide syncs.

Responsibilities

• Manage the final stages of the sales funnel and drive deals through to activation.
• Create and execute detailed onboarding plans for merchants.
• Provide an incredible onboarding experience for merchants.
• Develop efficiencies to shorten the onboarding sales stage.
• Perform against the onboarding process and training curriculum.
• Identify and address potential obstacles during the onboarding process.
• Manage partner communication and create strategies for success.
• Serve as Square's ecosystem expert across all product suites and integrations.
• Perform remote merchant work including phone consults and advising on hardware/software/operations.
• Conduct onsite merchant work including training and hardware installation.
• Ensure project management by working with the offshore team on data entry and account configuration.
• Attend internal stakeholder meetings and client optimization sessions.

Requirements

• 3+ years experience in a customer-facing role, preferably in Implementation, Sales or Support.
• Excellent time management, written & verbal communication skills.
• Previous Project Management experience.
• Proficiency in Microsoft Excel, including experience with formulas and functions.
• Ability to learn quickly as new products are released.
• Training & development experience is a plus.

Nice-to-haves

• Restaurant or Retail experience is a plus.

Benefits

• Paid parental leave
• Health savings account
• Caregiver leave
• AD&D insurance
• Employee stock purchase plan
• Health insurance
• Dental insurance
• Flexible spending account
• Paid time off
• Parental leave
• Vision insurance
• Life insurance
• Retirement plan
• Paid sick time