Customer Experience Specialist - Onboarding & Retention

Pilot; New York (NY); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, Dental, Vision Coverage

Company-sponsored 401(k)

Commuter & Wellness Reimbursement

Competitive PTO

Job summary

Pilot, a modern connectivity company based in New York City, seeks a Customer Onboarding Specialist to guide new business customers from sale to service activation. You will coordinate with Service Delivery teams and manage onboarding projects to ensure smooth deployments.

Strong communication and the ability to translate technical concepts for diverse audiences are essential. You will be an escalation point for issues and drive retention and upsell opportunities while collaborating across teams.

Qualifications

• 2-4 years of direct, customer-facing experience.
• Ability to translate complex technical concepts into clear, multichannel communications.
• Outstanding written and verbal communication skills.
• Intermediate technical acumen and ability to grasp technical concepts quickly.
• Able to manage multiple small projects from start to finish.
• Ability to prioritize, problem-solve, multitask, and work independently.

Responsibilities

• Onboard customers from sales handoff to service activation and guide them through installation.
• Coordinate with Service Delivery teams to keep customers updated on progress.
• Manage multiple onboarding projects simultaneously.
• Coordinate customer upgrades and service transfers.
• Serve as the primary escalation point for high-priority issues and resolve them promptly.
• Implement proactive retention and upsell strategies.
• Keep customer data organized across internal platforms to reflect lifecycle.
• Elevate qualitative and quantitative data with proposed improvements to customer experience.

Skills

Customer-facing

Communication skills

Project management

Multichannel communication

Technical acumen

Independent worker

Attention to detail

Relationship building

Education

College degree or equivalent

Tools

CRM systems

Job description

Pilot, a modern connectivity company based in New York City, seeks a Customer Onboarding Specialist to guide new business customers from sale to service activation. You will coordinate with Service Delivery teams and manage onboarding projects to ensure smooth deployments.

Strong communication and the ability to translate technical concepts for diverse audiences are essential. You will be an escalation point for issues and drive retention and upsell opportunities while collaborating across teams.