Customer Onboarding Specialist
S
SimplePracticeHealth Practice Management Software
Across the United States, the Dominican Republic, Mexico, and UkraineFull-TimeMiddle
Salary241900 - 302400 MXN per year
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Job Details
- Experience
- 2+ years of experience
- Required Skills
- FigmaSlackZendeskNotion
Requirements
- 2+ years of experience in customer support or service industry, serving a diverse and professional customer base
- Bachelor’s degree from an accredited college/university or equivalent experience
- Exceptional verbal communication skills and confidence in speaking
- A sense of urgency to complete work efficiently and accurately
- Comfortable with ambiguity to determine the best solution for our customers
- Comfortable with managing a large number of computer-based programs, applications, and toolsets simultaneously to perform job duties (e.g., Slack, Notion, Zendesk, Google Docs, OnceHub)
- Past experience working in B2B SaaS environment (preferred)
- Experience using and configuring technical programs like Notion, Figma, Zoom Webinars etc. (preferred)
Responsibilities
- Drive customer adoption through onboarding and education programs
- Contribute to our ambitious retention goals by increasing our customer’s engagement and adoption of SimplePractice and related features/services through emails, live onboarding calls, and hosting live classes and webinars
- Stay up-to-date on technical releases and company education to evolve alongside a dynamic product
- Gain an understanding of the unique customer workflows for each business, and utilize deep product knowledge to confidently make recommendations to suit the software to that customer's needs
- Address inbound lead and customer questions about our platform’s features
- Schedule live customer onboarding training sessions with video-conferencing
- Triage incoming customer support emails to specialized CS team members, as needed
- Investigate and troubleshoot complex customer questions using intuitive problem-solving skills and available resources
- Identify patterns in incoming support emails and chats, and inform leadership about potential issues
- Contribute to achieving ambitious adoption & retention goals
- Adhere to standard operating procedures, company requirements, and compliance policies to maintain an excellent standard of customer care and personal accountability
- Implement strategies to directly impact customer adoption and retention
- Identify and maximize opportunities for potential upgrades and paid add-on feature adoption
- Help identify and recommend potential product enhancements, including for paid add-on features
- Identify and report knowledge gaps and work to get them added to our knowledge systems
- Work with other SimplePractice teams to handle customer inquiries when inter-department collaboration is needed
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