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Customer Onboarding Expert
2 months ago
Job Summary:
The Customer Onboarding Expert at RhythmQ owns and manages customer relationships from the point of sale through successful implementation. They support Sales in closing new accounts and own current projects. Once implemented, they transfer the customer relationship to a Customer Success Specialist after a successful onboarding.
Key Responsibilities:
- As a product and solution expert, take ownership of customers and their success.
- Successfully uncover what metrics each customer is measuring and use knowledge of RhythmQ's software to help them achieve maximum value.
- Proactively provide continuous insight into best practices, including marketing analytics and use of product features, to help customers hit their individual targets, metrics, and user experience goals.
- Have an eye for marketing and technical details, understanding technical subjects and communicating them to customers in non-technical terms.
Project Management:
- As a product and solution expert, understand customer requirements, recommend options to create the best user experience, and set up the system to deliver beyond customer expectations.
- Drive new projects by capturing and implementing each customer's specific requirements, meeting go-live targets.
Setting Up for Success:
- Train new clients on how to use RhythmQ's software and get the most value out of their investment.
- Capture and document each customer's specific requirements and setup, ensuring the Customer Success Specialist knows what's important to each customer and what's included in their individual setup.
Learning and Growth:
- Leave things better than found, scheduling time to challenge current processes and build new ones that bring value.
- Regularly meet with other RhythmQ team members to stay up-to-date on current customers and their requests, as well as new product pipeline.
- Develop oneself, choosing areas of career growth and committing to them.
Success Metrics:
- Hit customer target dates, delivering RhythmQ's product on time.
- Make it simple for customers and their users, enabling the best user experience with RhythmQ's product and onboarding, and documenting setup for future support.
- Build the territory, contributing to building the customer base by getting referred to potential customers and identifying potential accounts in the network.
Job Type:
Full-time, with a workday of 9:00 am – 5:00 pm, 2 days remote, 3 days in office. After-hours work may be expected to hit customer targets. Commissions paid as a percentage of new customers onboarded.
