What are the responsibilities and job description for the Onboarding Success Specialist position at Feedonomics?
About Feedonomics - A Remote-First Company
Have you ever wondered how companies list their products on Amazon? Or how Google knows which products are in stock in a store near you? How about how your order gets to your door when you buy from a third-party merchant on Amazon? That’s where Feedonomics comes in!
As a leading product feed management platform, Feedonomics works with agencies, brands, and retailers to optimize and list products on the top ecommerce shopping destinations around the world.
What makes us different from other SaaS companies in the space?
We manage everything from onboarding to ongoing feed maintenance for our clients, enabling them to expand their e-commerce business more efficiently.
Since its inception in 2014, Feedonomics has developed an incredible reputation for our full-service approach to feed management, our inclusive culture, and our industry-leading technology. With principles that go beyond optics, Feedonomics looks to deliver the same people-first strategy internally as we do externally.
The Global Operations team at Feedonomics
The Global Operations team at Feedonomics is an incredible group of Feedos who work to ensure our clients have THE best possible experience at Feedonomics. The support side of the team handles both inbound reactive customer support and outbound proactive client success with a focus on quality. As part of our Global Operations team is the Advertising team, which is a client-centric team supporting a fully managed solution that streamlines feed optimization, product listing, and data synchronization for hundreds of paid search, social media, and affiliate channels. Our stellar global operations team and support specialists are available 24/7, enabling Feedonomics to create a full-service feed management experience for advertisers.
The Role
The Onboarding Success Specialist (OSS) is an individual contributor whose primary responsibility is to proactively contact new Premier and Lite clients during their onboarding cycle to check on the client’s onboarding experience. The OSS will elevate all client onboarding feedback to the Global Operations leadership team to determine if further action is needed. This is a retention-focused role. In this role, you will build client trust and loyalty by being the client’s voice and advocating on the client’s behalf.
The Responsibilities
- Proactively reach out to new clients via phone and email during the onboarding cycle at a 2-week, 4-weeks, and 8-week cadence to assess clients' satisfaction
- Ask the right questions to bridge any gaps between Feedonomics onboarding team and the client experience
- Cross-collaboration between the Global Operations Team(s) (EPFM/MEFM, Client Engagement, Sales Ops) and cross-functionally (Sales team) to understand current business relationships - between each client and internal team member - to best support each client
- Ensure the client understands the value of Feedonomics and our services
- Assist with challenging client requests/feedback and escalate as needed to the appropriate team member (accounting; operations; sales; support)
- Track and report client interactions in Feedonomics’s CRM
- Learn Feedonomics systems; Feedonomics Platform, Hubspot, and client Zoho ticketing system
The Requirements
- 2-3 years of direct experience in client support, client success, retention, engagement, or account management
- 2 years of eCommerce experience - preferred
- Excellent communication, problem-solving, organizational, analytical skills, curiosity, and creative thinking
- Exceptional skills in interacting with new clients and uncovering onboarding support opportunities
- Possess a passion for providing a best-in-class client onboarding experience
- Analytical mind who can convert feedback into action
- Eager to collaborate with Feedonomics internal teams to deliver client satisfaction (i.e., Support, Sales, Product, and Feedonomics leadership team)
- Bachelor's Degree in Communication, Business Administration, or Computer Science - preferred or equivalent work experience
What's in it for you?
- Remote work set-up
- Competitive pay
- Unlimited PTO for salaried positions and up to three weeks for hourly employees
- Medical, dental, vision (VSP) insurance, HSA, FSA, life insurance, and more
- Monthly half-day Fridays (yes, really!)
- 401K retirement plans
- Family benefits, such as parental leave, newborn sick leave, adoption assistance, pet insurance and more
- Educational assistance
- Virtual and in-person team events
- Referral bonus program
Here at Feedonomics, we believe in giving back to our employees as well as the community by engaging in philanthropic events and providing days off to volunteer. We are also committed to our employees' well-being by offering employee assistant programs, discounted gym membership, and diversity and inclusion resource groups.
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