SaaS Onboarding & Adoption Specialist

ECP; Madison (WI); Sur place; USD 70 000 - 90 000; Plein temps

Résumé du poste

ECP, a market-leading SaaS provider for senior living communities, seeks a Customer Onboarding Specialist in Madison, WI. You will own the SMB onboarding lifecycle, guiding customers from kickoff to full adoption while collaborating with Sales, CS, Support, and Product to ensure successful implementation.

You will manage multiple onboarding projects, perform retraining as needed, and identify upsell opportunities to expand product usage and ARR. Travel up to 25% may be required.

Qualifications

• Bachelor's degree required.
• 2+ years customer-facing experience in a SaaS/tech/healthcare environment.
• 1+ years implementing software or web platforms.
• Excellent organization, presentation, and communication skills.
• Willingness to travel at least 25%.

Responsabilités

• Lead end-to-end SMB onboarding from kickoff to go-live.
• Manage multiple onboarding projects with milestones.
• Flex to support additional accounts as needed.
• Conduct retrainings to ensure ongoing adoption.
• Assist ownership transitions for SMB accounts.
• Identify upsell opportunities with Sales and CS.
• Serve as primary contact during implementation via phone, email, video.
• Identify churn risks and apply mitigation strategies.
• Maintain CRM records with progress and interactions.
• Generate reports with data-driven insights to improve onboarding.
• Collaborate across Sales, CS, Support, Product.
• Share learnings and best practices with teammates.

Connaissances

Customer-facing

SaaS

CRM software

Project management

Communication

Formation

Bachelor's degree

Outils

CRM software

Project management tools

Description du poste

ECP, a market-leading SaaS provider for senior living communities, seeks a Customer Onboarding Specialist in Madison, WI. You will own the SMB onboarding lifecycle, guiding customers from kickoff to full adoption while collaborating with Sales, CS, Support, and Product to ensure successful implementation.

You will manage multiple onboarding projects, perform retraining as needed, and identify upsell opportunities to expand product usage and ARR. Travel up to 25% may be required.