Onboarding Specialist

**ABOUT SMOOTH COMMERCE**:
Smooth Commerce is a first-party white label web and app digital ordering, customer marketing and loyalty B2B SaaS platform primarily operating in the US and Canadian restaurant tech market. Our mission is to help our clients LIFT sales through increased customer frequency and larger basket size, SHIFT transactions to your more cost-effective platform, and THRIVE using data-driven insights to enhance customer experience and satisfaction. As the world evolves, digital ordering has moved from being a convenience to an essential part of daily life and through the spirit of innovation and collaboration, we work tirelessly to ensure our platform capabilities respond to the evolving needs of the industries we serve.

**ABOUT THE ROLE**:
Smooth Commerce is looking for an experienced Onboarding Specialist to join our team. This position plays a crucial role in ensuring the successful onboarding of new clients and fostering their growth within our organization. You will add significant value to our team by partnering with our clients to help them better understand our service and identifying engagement and business growth opportunities while providing exceptional customer service. This position will work closely and report directly to the Vice President, Marketing and Client Growth, supporting the department's objectives of client support, and revenue generation.

**WHAT WILL YOU BE DOING?**
- Onboarding Process Management: Conduct and lead the onboarding process for all clients, ensuring a smooth and efficient transition from initial engagement to full implementation. Implement project management practices to guide the onboarding process effectively, and ensure all client requirements are collected and documented.
- Client Support and Engagement: Be an expert in Smooth Commerce’s merchant account setup and menu system, including complex features such as marketing programs, and in-store operations, and serve as the primary point of contact for clients during the onboarding phase. Provide exceptional customer service, addressing inquiries, resolving issues, and proactively identifying opportunities to enhance the client's experience on the platform.
- Stakeholder Collaboration: Collaborate with internal and external stakeholders, such as the Commercial and Product Team to facilitate a cohesive and integrated onboarding experience. Foster effective communication and coordination to ensure all parties are aligned with the client's goals and objectives.
- Client Growth Initiatives: Identify upselling and cross-selling opportunities during the onboarding process. Work closely with the Client Growth team to promote additional services and products that align with the client's needs and drive revenue growth.
- Onboarding Planning and Reporting: Develop and maintain detailed onboarding plans, ensuring that all key milestones and deliverables are identified and tracked. Keep accurate records of bugs, issues, and activities related to the onboarding process. Circulate detailed meeting minutes and reports to stakeholders to ensure visibility and accountability.

**WHAT ARE WE LOOKING FOR?**
- College diploma or Bachelor's degree in a related field or equivalent practical experience.
- 2+ years of customer service experience, preferably in a SaaS environment.
- Proficiency in ticketing and CRM systems (e.g., Hubspot, Zendesk) for managing customer interactions and support tickets.
- Strong working knowledge of business tools (Slack, SmartSheet, Google Workspace Suite) for communication, task management, and collaboration.
- Solid organizational and project management skills with a focus on prioritization, timelines, and meeting deadlines.
- Effective collaboration with internal teams and stakeholders.
- Excellent communication skills (verbal and written) with a client-centric approach.
- Quick learner with a proactive attitude towards staying updated on industry trends and best practices.
- Strong problem-solving and critical thinking abilities.
- Preferred experience in the tech and/or restaurant industry, understanding their unique challenges and trends.