Customer Enablement & Onboarding Specialist

SimplePractice; United States; On-site; USD 58,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) with match

Flexible time off

Wellbeing days

Paid holidays

Summer Fridays

Mental health resources

Parental leave

Backup care

Tuition reimbursement

ERGs

Job summary

SimplePractice is seeking a friendly Customer Onboarding Specialist to join our Customer Success team. You will lead onboarding programs, educate customers, and deliver a world-class training experience to help practices thrive.

75-85% time will be customer-facing, with duties spanning adoption, live training sessions, and handling questions about features. You’ll collaborate with cross-functional teams to improve onboarding and retention while upholding our service standards.

Qualifications

• 2+ years of experience in customer support or service industry, serving a diverse and professional customer base.
• Bachelor's degree from an accredited college/ university or equivalent experience.
• Exceptional verbal communication skills and confidence in speaking.
• A sense of urgency to complete work efficiently and accurately.
• Comfortable with ambiguity to determine the best solution for our customers.
• Comfortable with managing a large number of computer-based programs, applications, and toolsets simultaneously to perform job duties (e.g., Slack, Notion, Zendesk, Google Docs, OnceHub)

Responsibilities

• Drive customer adoption through onboarding and education programs.
• Contribute to our ambitious retention goals by increasing our customer's engagement and adoption of SimplePractice and related features/services.
• Support will be conducted through emails, live onboarding calls, and hosting live classes and webinars.
• Stay up-to-date on technical releases and company education to evolve alongside a dynamic product.
• Gain an understanding of the unique customer workflows for each business, and utilize deep product knowledge to confidently make recommendations to suit the software to that customer's needs.
• Schedule live customer onboarding training sessions with video-conferencing.
• Triage incoming customer support emails to specialized CS team members, as needed.
• Investigate and troubleshoot complex customer questions using intuitive problem-solving skills and available resources.
• Identify patterns in incoming support emails and chats, and inform leadership about potential issues.
• Adhere to standard operating procedures, company requirements, and compliance policies to maintain an excellent standard of customer care and personal accountability.
• Implement strategies to directly impact customer adoption and retention.
• Identify and maximize opportunities for potential upgrades and paid add-on feature adoption
• Help identify and recommend potential product enhancements, including for paid add-on features.
• Identify and report knowledge gaps and work to get them added to our knowledge systems
• Work with other SimplePractice teams to handle customer inquiries when inter-department collaboration is needed

Skills

Customer support

Verbal communication

Multitasking

Attention to detail

Ambiguity tolerance

Tool proficiency

Education

Bachelor's degree

Tools

Slack

Notion

Zendesk

Google Docs

OnceHub

Job description

SimplePractice is seeking a friendly Customer Onboarding Specialist to join our Customer Success team. You will lead onboarding programs, educate customers, and deliver a world-class training experience to help practices thrive.

75-85% time will be customer-facing, with duties spanning adoption, live training sessions, and handling questions about features. You’ll collaborate with cross-functional teams to improve onboarding and retention while upholding our service standards.