Job Summary

We are seeking an enthusiastic and tech-savvy Customer Onboarding Specialist to join our dynamic team. As the first point of contact for new customers, you will play a crucial role in guiding them through the initial stages of our product, ensuring they understand its features and realize its value. Your responsibilities will include providing personalized support, advocating for customer needs, and collaborating with teams to enhance the onboarding experience. If you’re passionate about delivering excellent customer service, this is the perfect opportunity for you.

Essential Duties and Responsibilities:

• Responsible for account set up, on-boarding, training and support for customers using the Topline Content Marketing Newsletter and Social Hub Platforms
• Act as primary contact for assigned customers, answering questions and providing advice
• Monitoring setup progress and guiding customers through next steps in utilizing the platform
• Demonstrate features and troubleshoot support issues through emails, calls or video meetings
• Work with teams to create and update customer education materials and proactive communications to customers
• Provide proactive support to ensure that clients are effectively utilizing the platform per their goals and expectations and work with Marketing Strategists/Account Managers to aid in retention.
• Advocate for customers by capturing and sharing feedback

Key Skills, Knowledge and Qualifications:

• 2 years in Customer Support, Account Management, Customer Success, or a similar field.
• Bonus points for experience in Customer Onboarding, SaaS industry
• A track record of hitting objectives and embracing new challenges.
• Bachelor’s Degree.
• Tech-savvy with the ability to quickly learn new products and explain them to others.
• Analytical and creative in finding solutions for customers.
• Excellent communication skills, both verbal and written.
• Ability to prioritize, multitask, and manage time effectively.
• Passionate about improving processes and delivering a fantastic customer experience.

Physical/Mental Requirements for the Job:

• Prolonged periods of sedentary movement.
• May be requested to work overtime and weekends if deemed necessary.
• Must be able to lift at least 20 pounds.
• Certain management positions might be required to occasional travel.