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Client/Customer On-boarding Specialist

2 months ago

Canada SalonScale Technology Inc. Full time €50,000

 CLIENT/CUSTOMER ONBOARDING SPECIALIST

Job Title: Client/Customer Onboarding specialist(COS)

Department: Customer Success (CS)

Reports to: Customer Success Manager

Job Purpose:

As a Customer Onboarding Specialist at SalonScale, your primary responsibility is to set our customers up for immediate success by leading the onboarding and implementation process. You will ensure that new accounts are seamlessly integrated into our system, fully understand our product, and are set on the path to successful adoption. Your role is pivotal in ensuring a smooth transition for customers as they begin their journey with SalonScale.

Key Responsibilities:

  • Customer Onboarding: Facilitate the onboarding process for new customers, ensuring they receive a comprehensive understanding of SalonScale's products and services. This includes guiding them through the setup process, solving any initial technical issues, and ensuring they achieve their first value quickly.
  • Education & Training: Conduct one-on-one and group training sessions via Zoom to educate customers on best practices, platform navigation, and product features. Ensure customers are comfortable and confident using SalonScale from the outset.
  • Collaboration with Support: Work closely with our Customer Support Specialist to address any issues or questions that arise during the onboarding phase. Ensure that any potential challenges are mitigated swiftly to maintain a positive customer experience.
  • CRM Management: Utilize PipeDrive to manage and track customer progress throughout the onboarding journey. Keep detailed records of customer interactions and milestones achieved.
  • Task Management: Use Notion to stay organized, track tasks, and ensure that all onboarding activities are completed on schedule. Collaborate with the team to ensure all customer needs are met.
  • Communication: Leverage Slack for internal team communication and updates. Keep relevant team members informed of customer progress and any potential issues.
  • Salon Industry Knowledge: While experience in the salon industry is a plus, it is not required. However, understanding the unique needs and challenges of salon owners will greatly enhance your ability to support our customers effectively.

Qualifications:

  • Experience: Minimum of 2 years in a customer-facing role such as customer support, account management, or onboarding specialist.
  • Technical Skills: Proficiency in using CRM systems (e.g., PipeDrive), task management tools (e.g., Notion), and communication platforms (e.g., Slack, Zoom).
  • Presentation Skills: Strong ability to present and facilitate training sessions confidently on camera.
  • Communication: Excellent verbal and written communication skills, with a focus on clarity, empathy, and problem-solving.
  • Organizational Skills: Strong organizational skills with the ability to manage multiple tasks and priorities in a fast-paced environment.
  • Team Player: Collaborative and able to work effectively with cross-functional teams.

What Will My Day Look Like?

  • Morning: Check Slack and email for any urgent communications. Review your calendar and prepare for upcoming customer calls.
  • Customer Calls: Conduct scheduled one-on-one or group onboarding sessions via Zoom, ensuring each customer understands how to use SalonScale effectively.
  • Task Management: Update customer progress in PipeDrive and Notion, ensuring all steps of the onboarding process are documented.
  • Collaboration: Touch base with customer support specialists to address any support needs for new customers. Participate in team meetings as required.
  • Follow-Up: Send follow-up communications to customers to ensure they are on track and address any additional questions or concerns.

The Numbers That Matter Most to Me:

  • Number of kick-off calls completed
  • Number of customers who achieved first value
  • Customer satisfaction scores during the onboarding phase

Who Will I Work With?

  • Customer Success Manager : Direct supervisor for guidance and support.
  • Customer Support Specialist : Collaborate to resolve technical issues and ensure customer satisfaction during onboarding.
  • Sales & Success Manager : Overall oversight of sales and customer success efforts, ensuring alignment with broader company goals.
  • Sales & Marketing Teams: Work closely to ensure a smooth transition from sales to onboarding and provide feedback to marketing based on customer interactions.
  • Product Team: Provide feedback on product usage and customer needs to help shape future product developments.

Tech Stack:

  • PipeDrive: For managing customer onboarding progress and tracking milestones.
  • Notion: For task management and organizing onboarding activities.
  • Slack: For internal communication and team collaboration.
  • Zoom: For conducting onboarding sessions and training customers.
  • Intercom: Knowledge in customer communication and support tools is a plus.
  • Chargebee: Basic understanding for managing customer plans.

Location:

Remote position, open to candidates across Canada. Must be willing to travel to Saskatoon quarterly for team meetings and events.

WHY JOIN SALONSCALE? 

At SalonScale, we’re on a mission to transform the salon industry by empowering salon owners to take control of their profits. Our innovative technology provides transparency and sustainability, helping salons around the world add significant revenue and operate more efficiently.

Our Story:

Founded in 2018 by Alicia Soulier, a top salon owner and award-winning stylist, SalonScale was created to solve a real problem: tracking and managing backbar costs. Today, over 2,800 salons use our app, adding an average of $50,000 in profit each year by making their backbar operations transparent and manageable.

Our Values:

  • Humble Collaboration: Teamwork without ego.
  • Curiosity-driven Innovation: Always learning, always creating.
  • “F*ck-it, Send It”: Embrace change and move forward.
  • Customer Centric: Our customers’ success is our success.
  • Inclusive Belonging: A space where everyone can thrive.
  • Joy: We believe work should be fun.



Join a passionate, innovative team making a real impact in the salon industry. If you’re driven, aligned with our values, and excited to be part of something transformative, SalonScale is the place for you.