SaaS Customer Onboarding & Adoption Specialist

SambaSafety; United States; Remote; USD 60,000 - 80,000; Full time

Benefits offered by this job

Unlimited Paid Time Off

401k Employer Match

Generous Healthcare Benefits

Tuition Reimbursement

Flexible Work Arrangements

Job summary

A leading driver monitoring software company is seeking a Customer Onboarding Specialist to empower customers in utilizing their solutions. This role requires 3-5 years in a SaaS implementation role with strong customer-focused skills and technical proficiency. Responsibilities include guiding customers through the onboarding process and ensuring satisfaction. Benefits include unlimited paid time off, 401k match, and flexible work arrangements, providing an inclusive and supportive culture.

Qualifications

• 3-5 years of experience in SaaS customer implementation/customer service interface.
• Basic understanding of project management and time management.
• Proficiency in CRM tools and ability to solve technical problems.

Responsibilities

• Help customers set up and configure the product to meet their business needs.
• Guide customers to ensure they understand how to use the product effectively.
• Provide integration support during the integration phase.

Skills

Customer-Focused

Technical Proficiency

Communication Skills

Problem-Solving

Adaptability

Team Collaboration

Multi-tasking

Tools

Salesforce

JIRA

Microsoft Office365

Job description

Hi, we’re SambaSafety and we offer the industry’s most comprehensive driver monitoring software. Our mission is promoting safer communities by reducing risk through data insights. Companies trust SambaSafety to keep their employees safe on the roads, price and reduce risk, help protect their brand, their bottom line, and our global community.

We’ve built an inclusive, supportive, and exceptional culture where every employee is empowered in their role. Don’t take our word for it; we’ve been recognized as a Top Workplace by The Denver Post, Albuquerque Journal, Sacramento Bee, and Built In Colorado. And our employees rate SambaSafety as top-notch, with a rock solid 4.9-star rating on Glassdoor.

What You’ll Do:

At SambaSafety, our Customer Onboarding Team is dedicated to empowering our customers with the skills and confidence they need to effectively use our solutions, ultimately enhancing driver and community safety. In this role, your expertise in new account implementation, training, and project management will be crucial in guiding new customers through the onboarding process. You will oversee the rollout of our products to both new and existing customers, ensuring high adoption rates and achieving the highest levels of customer satisfaction.

Responsibilities:

• Setup & Configuration: Help customers set up and configure the product to meet their business needs.
• Effective Usage: Guide customers to ensure they understand how to use the product effectively, boosting adoption.
• Integration Support: Provide support during the integration phase, addressing technical issues alongside the Solutions Delivery Team.
• Progress Tracking: Monitor customer progress and follow up regularly to ensure satisfaction and successful onboarding.
• Feedback Collection: Gather customer feedback to improve the onboarding process and product features.
• Team Collaboration: Work closely with Sales, Customer Success, and Product teams to ensure a seamless transition for customers.
• Documentation: Document customer interactions and experiences to aid in developing customer success strategies.

What you’ll need:

• Experience: 3-5 years of experience in SaaS customer implementation/customer service interface.
• Project Management: Basic understanding of project management and time management.
• Skills and Qualifications:
• Customer-Focused: Strong ability to understand and address customer needs.
• Technical Proficiency: Solid understanding of CRM tools and software, and the ability to solve technical problems.
• Communication Skills: Excellent verbal and written communication skills for effective customer interactions.
• Problem-Solving: Strong problem-solving skills to address and resolve customer issues.
• Product Knowledge: Extensive knowledge of the product and industry to provide key pointers and contextual help.
• Adaptability: Ability to adapt to different customer needs and provide personalized support.
• Team Collaboration: Ability to work collaboratively with various teams to ensure customer success.
• Multi-tasking: Proven ability to work effectively with multiple competing priorities.
• Teamwork: Ability to work as part of a team to meet customer, departmental, and company objectives.
• Performance-Based: Comfortable working in a performance-based, structured environment.
• Analytical Skills: Excellent analytical and time management skills.
• Issue Recognition: Ability to recognize procedural issues as they arise and escalate appropriately.
• Learning & Application: Ability to learn and apply complex concepts in new situations.
• Critical Thinking: Great critical thinking skills.
• Software Proficiency: Proficiency in Microsoft Office365, Excel, Word.
• CRM Tools: Working knowledge of Salesforce, JIRA, or other customer service ticket software.

Benefits and Perks:

• Unlimited Paid Time Off and Paid Volunteer Days
• 401k Employer Match
• Generous Healthcare Benefits
• Up to 12 weeks paid time off for maternity leave based on tenure
• Wellness &Tuition Reimbursement
• Flexible Work Arrangements
• Lots of SambaSafety swag
• SambaSafety Events

Our team of talented and committed safety professionals is exceptional. At SambaSafety we strive to foster an inclusive culture that supports, encourages and celebrates a wide array of diversity. We are committed to create a space where all employees can show up as their authentic selves every day, and we work to advance employee equality, diversity and inclusion.

SambaSafety provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender identity, and expression or genetics.

Come join us to find out for yourself what all the excitement is about!