Onboarding Specialist

Supermetrics; Helsinki; Teletrabalho; EUR 50 000 - 65 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Healthcare coverage

Equity & bonuses

Flexible remote work

Generous paid time off

Learning stipend

Equipment provided

Team events

Resumo da oferta

Supermetrics in Helsinki seeks a proactive onboarding and self-serve outreach specialist. You will own proactive outreach during onboarding and help deliver 1:1 onboarding, shaping the risk-tiering model to decide which customers need which kind of support.

You will diagnose why customers are stuck—technical blockers, use-case gaps, or value gaps—and hand issues to Implementation Architects with clear context.

Qualificações

• Experience in proactive customer outreach.
• Experience with onboarding processes.
• Ability to analyze data to prioritize work.

Responsabilidades

• Own proactive outreach to self-serve customers during onboarding.
• Assist in delivering onboarding for 1:1 customers.
• Help design and refine the risk-tiering model for outreach.
• Provide clear context when escalating technical blockers to Implementation Architects.
• Communicate learnings back to Product, Support and Customer Success.

Conhecimentos

Proactive outreach

Onboarding

Data-driven

Communication

Cross-functional collaboration

AI curiosity

Ferramentas

CRM system

Analytics tools

Ad platforms

Descrição da oferta de emprego

• This role exists to change that. You will own proactive outreach to self-serve customers during onboarding, and you will assist in delivering onboarding for our 1:1 approach. You will also help build the model that decides which customers need which kind of support. That model is being built now, so you will shape it rather than inherit it
• Run risk-based outreach to self-serve customers. This covers one-to-many communications for most customers and one-to-one contact where a customer’s potential warrants it
• Diagnose why a customer is stuck. It could be a technical blocker, a use case mismatch, or not yet understanding the value. Hand genuinely technical issues to our Implementation Architects with clear context
• Help design and refine the risk-tiering model that triggers outreach, and give input on the AI and agentic tooling that supports customers getting started
• Feed patterns you see back to Product, Support and Customer Success, so that fixable friction gets fixed rather than repeated
• Assist in the delivery of 1:1 onboarding where needed
• Self-serve and Scaled customers are visible to the team every week, rather than only surfacing when they churn
• A first version of the risk-tiering model is agreed and in use

Benefits

• Health and wellness: We cover your healthcare costs, and you’ll get a wellness allowance for things like sports, massage, and meditation.
• Equity & bonuses: All full-time Supermetrics employees are owners through equity. Everyone is also part of a personal bonus or commission plan.
• Flexible remote work: Enjoy working flexibly from home and in productive and uplifting office environments. Fully remote employees get a stipend to upgrade their home office.
• Generous paid time off: We take recharging from work seriously and encourage you to take all your leave. Paid parental leave is part of the package, too, of course.
• Personal learning stipend: We offer a personal learning budget to boost your professional growth.
• Excellent equipment: You’ll get a laptop, a phone with a plan, noise-canceling headphones, plus the ergonomic equipment you need for your work. And your wifi is on us, too.
• Stellar team events: We’re known for our amazing team events, parties, and offsites. We also happily support employee-organized activities that bring teammates together.

Ideally 1-2 years in a customer-facing role, such as sales development, onboarding, customer success or technical supportCuriosity about automation and AI, and a practical view of where a person adds more value than a sequence doesClear, plain written communication, since much of your outreach will reach many customers at onceComfort using data to spot trends and prioritise your own time across a large book of customersFamiliarity with performance marketing and the tooling used such as ad platforms, analytics tools and reporting destinations will be a huge plus!Experience with a CRM systemA second European languageA background at a marketing agency or in-house marketing team