SAAS Onboarding Specialist - East Coast (Remote/Hybrid)

Ambassador Software - Detroit, MI

Full-time - Entry Level

Detroit, MI

About the position

As a SAAS Onboarding Specialist at Ambassador Software, you will play a crucial role in ensuring that our new customers have a seamless and successful onboarding experience. This position is designed for individuals who are passionate about helping customers achieve success and thrive in a fast-paced environment. You will be the first point of contact for new customers, guiding them through the onboarding process and maximizing their product adoption. Your responsibilities will include delivering exceptional onboarding experiences through personalized calls, demos, and training sessions. You will become a product expert, confidently guiding customers on how to leverage our SaaS platform to achieve their goals. In this role, you will also cross-collaborate with the Customer Success, Product, and Engineering teams to ensure a seamless handoff after onboarding. You will be responsible for developing and maintaining onboarding processes and resources, striving for continuous improvement. Proactively identifying and troubleshooting customer issues will be a key part of your job, as you work to resolve roadblocks and exceed customer expectations. Additionally, you will gather customer feedback to inform product development and enhance the onboarding experience, ensuring that our customers are not only satisfied but also empowered to use our platform effectively.

Responsibilities

• Deliver exceptional SAAS onboarding experiences through personalized calls, demos, and training sessions.
• Become a product expert, confidently guiding customers on how to leverage our SaaS platform to achieve their goals.
• Cross-collaborate with the Customer Success, Product and Engineering teams to ensure a seamless handoff after onboarding.
• Develop and maintain onboarding processes and resources, striving for continuous improvement.
• Proactively identify and troubleshoot customer issues, resolving roadblocks and exceeding expectations.
• Gather customer feedback to inform product development and enhance the onboarding experience.

Requirements

• Minimum 1 year of experience in a customer service or onboarding role (SaaS experience required).
• Strong project management skills with cross-functional teams.
• Strong communication and interpersonal skills, with the ability to build rapport with customers.
• Excellent presentation and training skills, comfortable leading workshops and demonstrations.
• A passion for technology and a desire to learn about new software solutions.
• Proven ability to work independently while also collaborating effectively within a team.
• Excellent problem-solving skills and a proactive approach to addressing customer needs.
• Strong attention to detail and a commitment to delivering high-quality service.

Benefits

• Competitive salary and benefits package.
• Opportunity to work in a fast-paced and dynamic environment.
• Be part of a growing team and make a real impact on our customer success.
• Continuous learning and development opportunities.