Customer Onboarding Specialist for SaaS E-Commerce - Remote

Job Overview We are seeking a dedicated and skilled SaaS E-Commerce Customer Onboarding Specialist to join our dynamic team in a fully remote capacity. This pivotal position offers the flexibility of remote work, with occasional onsite meetings and travel as needed. You will ensure a seamless transition for new customers onto our platform, guiding them through the essential steps of data integration, training on platform functionalities, and providing continuous support to set them up for success. Key Responsibilities • Manage onboarding projects, translating complex tasks into structured and actionable assignments using specialized project management tools. • Deliver thorough training on platform features and configurations, addressing customer inquiries, and ensuring data integrity. • Collaborate with cross-functional teams including sales, product, and support to fulfill client requirements and resolve issues efficiently. • Create and implement automation processes, diagnosing and troubleshooting scripts to optimize customer experiences. • Serve as the primary liaison for clients during the onboarding journey, fostering trust and providing expert guidance from day one. • Enhance product usage by identifying and promoting additional features that benefit customers. • Collect and analyze client feedback to contribute to ongoing platform enhancements and elevate the customer experience. • Ensure accurate completion and tracking of necessary account documentation for efficient account management. Required Skills • Intermediate proficiency in Excel, including functionalities such as VLOOKUP and managing large datasets. • Proven ability to distill business processes into clear scopes for automation development. • Familiarity with APIs, XML, JSON, and CSV formats is advantageous. • Exceptional written and verbal communication skills, demonstrating professionalism and attention to detail. • Experience with remote training modalities or direct instruction. • Strong multitasking and organizational abilities, adept at managing multiple projects concurrently. • Knowledge of de-escalation techniques to effectively address client concerns. Qualifications • A 2-4 minute video introduction showcasing your personality is encouraged. Please include a URL to your video in your resume or cover letter. Alternatively, a cover letter explaining your fit for the role is acceptable. • Minimum of 2 years of experience in SaaS onboarding. • At least 2 years of eCommerce experience, particularly involving platforms like eBay, Amazon, Walmart, or Shopify. Experience training sellers on these platforms is also applicable. • Preferred: Familiarity with multichannel eCommerce software such as Channel Advisor, Solid Commerce, or similar tools. Career Growth Opportunities Joining our team offers a unique chance for professional development, allowing you to enhance your skills in project management, customer engagement, and automation processes. You will be part of a collaborative environment that encourages personal growth and career advancement. Company Culture And Values We pride ourselves on fostering a supportive and inclusive culture that values teamwork and innovation. Our remote work environment promotes flexibility and effective communication, enabling you to build strong relationships with clients and colleagues alike. Compensation And Benefits • Competitive salary ranging from \(40k to \)60k per year, based on experience and location. • Comprehensive benefits package including 100% coverage of medical, dental, and optical insurance, with additional compensation for those opting out due to existing coverage. • 401(k) plan, Flexible Spending Accounts (Healthcare and Dependent Care), and access to supportive resources such as TalkSpace and HealthAdvocate. • Paid Time Off (PTO) and the flexibility to work from anywhere within a collaborative team setting. Employment Type: Full-Time