SaaS E-Commerce Customer Onboarding Specialist (Remote)

$40,000 - $60,000/Yr

Suredone - Jacksonville, FL

Full-time - Mid Level

Remote - Jacksonville, FL

Professional, Scientific, and Technical Services

About the position

As a SaaS E-Commerce Customer Onboarding Specialist at SureDone, you will play a crucial role in helping new customers integrate and utilize our platform effectively. This remote position involves project management, customer training, and support, ensuring clients are well-equipped to maximize their use of our services. You will manage multiple onboarding projects simultaneously, providing guidance and fostering strong client relationships throughout the process.

Responsibilities

• Break projects into manageable tasks using specialized onboarding management tools.
• Track project progress and communicate frequently with customers and team members.
• Teach customers how to configure and use the platform effectively.
• Support software-related customer inquiries and ensure data accuracy.
• Work closely with Sales, Product, and Support teams to address client needs and escalate issues as necessary.
• Develop high-level scopes to automate tasks in SureDone's automation engine.
• Troubleshoot completed scripts with customers as needed.
• Assist with tasks beyond onboarding, such as supporting help desk, sales, and marketing.
• Act as the primary point of contact during onboarding, addressing client questions and providing guidance.
• Proactively identify opportunities for clients to use additional requirements to maximize their value from our offerings.
• Collect client feedback to inform product improvements and ensure client needs are met.
• Ensure all necessary account documentation is completed and tracked for seamless account management.

Requirements

• 2+ years in SaaS onboarding experience.
• 2+ years in eCommerce, preferably with hands-on management of listings and sales on marketplaces like eBay, Amazon, Walmart, and platforms like BigCommerce or Shopify.
• Intermediate Excel proficiency, including vlookup and handling large datasets.
• Strong communication skills, both written and spoken, demonstrating professionalism and attention to detail.

Nice-to-haves

• Experience with multichannel eCommerce software such as SureDone, Channel Advisor, Solid Commerce, Feedonomics, SellerCloud, Spark Shipping, or similar platforms.
• Experience in the automotive, motorsports, or powersports parts and accessories space, including familiarity with fitment.
• Familiarity with APIs, XML, JSON, and CSV formats.
• Experience with remote training or person-to-person instruction.

Benefits

• 100% coverage of medical, dental, and optical insurance for you with extra compensation if you opt-out with existing coverage.
• 401(k) plan.
• Flexible Spending Account (both healthcare and dependent care).
• Free membership to TalkSpace.
• Free access to HealthAdvocate.
• Supplemental Life Insurance.
• Supplemental short-term and long-term disability insurance.
• Paid Time Off.