Customer Onboarding Specialist

Role Description
As a Customer onboarding specialist, you will educate new customers (aka Support Group Leaders), help solve technical problems, and ensure the smooth adoption of product/service. Because this is a new team, you will have a critical hand in shaping its function within MentalHappy. We hope you will be invigorated by the idea of stepping into a leadership role, training new Customer Onboarding Specialists as the team grows, building out the new customer journey with our development team. Wearing a couple hats is also part of the role at times. 

Key Responsibilities:

  • Own and manage customer relationships from application submission to successful group launch.
  • Develop measurements to help understand the impact of successful implementation.
  • Create initiatives that help to drive Group Leader Success on the platform.
  • Help the customer define their needs and manage their timeline toward seeing value.
  • Work with marketing, product, and support teams to ensure that each piece of the journey meets customer expectations.
  • Respond to customer emails regarding implementation.
  • Complete video and phone calls to ensure that customers are supported during the onboarding process.
  • Build evergreen content and resources for customers (and other organizations) to use for education and to drive rapid product adoption.
  • Be a MentalHappy expert and discuss or educate on any nuance of the product internally and externally.
  • Quickly pick up and disseminate any updates to the product, both to your customers and to your internal teams as needed.
  • Create and improve repeatable processes, resources, and frameworks to use when onboarding customers.
  • Successfully transfer your customer relationships to a customer success specialist after onboarding.


Skills and qualifications

  • Organizational skills — you'll be working with many customers, and you'll need to have expertise in place to keep all of their needs organized.
  • Highly self-motivated and driven — you don't need someone hovering over your shoulder telling you what to do all day.
  • Pleasant and straightforward phone and video manners.
  • Excellent written communication.
  • Technical knowledge of video platforms Zoom, Loom etc
  • Strategically minded — you'll be helping customers come up with their overall strategy with our product!
  • The ability to shift priorities quickly when necessary.

Technical Skills: 

  • Must be very tech savvy and able to learn new productivity tools and software
  • Loom videos
  • Jira
  • Zoom 
  • Calendly 
  • Google Docs
  • Slack
  • Crazy Egg

Education:

  • Bachelor's degree or coding school
  • Experience project managing in a professional context.
  • Teaching or educational experience is a plus

Benefits:

  • Health and Wellness benefits
  • Paid Time Off 
  • Flexible / Remote Work Schedule 
  • Retirement Options
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