As a Customer Onboarding Lead, your primary responsibility will be to guide customers through the onboarding journey, ensuring a seamless transition into using our software products. Your key accountabilities include:
Leading the customer onboarding journey, from internal handoff call to customer kickoff call
Providing high quality training to showcase our product as the best solution for the customer's needs
Assisting new customers in configuring, initializing, and piloting our software products
Managing customer expectations and empathizing with their needs to tailor our technology solutions accordingly
Ensuring completion of onboarding criteria before moving to the next stage in the customer journey
Maintaining project organization and utilizing provided tools for documentation
Clearly communicating customer needs to the product engineering team
Collaborating with the product and technology leadership team on escalated or complex customer requirements
Establishing yourself as a trusted advisor and industry thought leader by sharing compelling insights
Proactively resolving conflicts, offering creative solutions, and preventing customer churn
Engaging with customers post-training through frequent communication channels
Contributing to the creation and implementation of onboarding and customer success processes
Assisting in developing internal and customer-facing educational materials as required
Participating in continuous learning, product rollout sessions, and internal training opportunities
Qualifications, Experience, And Skills:
BA/BS Degree in a technical discipline
9+ years of relevant working experience, with a minimum of 3 years in customer onboarding or product implementation roles in technology companies
Knowledge of international trade, ocean and air shipping, and global freight forwarding
Strong verbal and written communication skills with internal and external stakeholders
Ability to prioritize tasks, meet deadlines, and maintain organizational skills
Proficiency in SQL and Office tools
Problem-solving skills, attention to detail, and ability to multitask in a deadline-driven environment
Demonstrated customer empathy and a sense of humor
Your dedication to customer success and expertise in onboarding processes will be instrumental in ensuring a positive experience for our customers. As a Customer Onboarding Lead, your primary responsibility will be to guide customers through the onboarding journey, ensuring a seamless transition into using our software products. Your key accountabilities include:
Leading the customer onboarding journey, from internal handoff call to customer kickoff call
Providing high quality training to showcase our product as the best solution for the customer's needs
Assisting new customers in configuring, initializing, and piloting our software products
Managing customer expectations and empathizing with their needs to tailor our technology solutions accordingly
Ensuring completion of onboarding criteria before moving to the next stage in the customer journey
Maintaining project organization and utilizing provided tools for documentation
Clearly communicating customer needs to the product engineering team
Collaborating with the product and technology leadership team on escalated or complex customer requirements
Establishing yourself as a trusted advisor and industry thought leader by sharing compelling insights
Proactively resolving conflicts, offering creative solutions, and preventing customer churn
Engaging with customers post-training through frequent communication channels
Contributing to the creation and implementation of onboarding and customer success processes
Assisting in developing internal and customer-facing educational materials as required
Participating in continuous learning, product rollout sessions, and internal training opportunities
Qualifications, Experience, And Skills:
BA/BS Degree in a technical discipline
9+ years of relevant working experience, with a minimum of 3 years in customer onboarding or product implementation roles in technology companies
Knowledge of international trade, ocean and air shipping, and global freight forwarding
Strong verbal and written communication skills with internal and external stakeholders
Ability to prioritize tasks, meet deadlines, and maintain organizational skills
Proficiency in SQL and Office tools
Problem-solving skills, attention to detail, and ability to multitask in a deadline-driven environment
Demonstrated customer empathy and a sense of humor
Your dedication to customer success and expertise in onboarding processes will be instrumental in ensuring a positive experience for our customers.
