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Technical Service Representative telecommuting
2 months ago
Department: Customer Success (CS)
Reports to: Customer Success Manager
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. 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. 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. However, understanding the unique needs and challenges of salon owners will greatly enhance your ability to support our customers effectively.
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., Presentation Skills: Strong ability to present and facilitate training sessions confidently on camera.
Morning: Check Slack and email for any urgent communications. Touch base with customer support specialists to address any support needs for new customers. Customer Success Manager : Direct supervisor for guidance and support.
Customer Support Specialist : Collaborate to resolve technical issues and ensure customer satisfaction during onboarding.
Overall oversight of sales and customer success efforts, ensuring alignment with broader company goals.
Product Team: Provide feedback on product usage and customer needs to help shape future product developments.
Zoom: For conducting onboarding sessions and training customers.
Knowledge in customer communication and support tools is a plus.
Remote position, open to candidates across Canada. Our innovative technology provides transparency and sustainability, helping salons around the world add significant revenue and operate more efficiently.
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. Curiosity-driven Innovation: Always learning, always creating.
~“Customer Centric: Our customers’ success is our success.
~
