Product Onboarding Specialist

Opportunity

As a part of the customer success team your goal is to provide an exceptional customer onboarding experience, providing them step-by-step tutorials, unlimited guidance and support. It involves taking customers from that very first initial contact to make sure he becomes a champion user driving product adoption and ultimately retention.

Responsibilities

• Take handover from sales by understanding customers' persona, their pain points and expectations.
• Understand the goals & objectives of new customers and translate those needs appropriately through the implementation and onboarding process by defining milestones, training schedule, onboarding goals and communicating it to customers.
• Guide users on product features and train them to use it effectively.
• Make sure the customer achieves an early value and feels WOW so he actually starts reaping the potential of the product.
• Evaluate customers usage patterns and determine additional ways the customer can successfully leverage the platform features.
• Build and maintain resources required for onboarding. (Walkthrough, set up guides, help tutorials, emails and video tutorials)
• Rigorously measure onboarding time and improve it continuously.
• Provide feedback to Marketing, Sales, Support, Success and Engineering teams to further improve products.
• Handover to Success and Support team after successful onboarding completion.
• Maintain regular communications with clients about new feature developments and enhancements to products.
• Consistently gain product knowledge and work towards improvements on internal processes by identifying the existing bottlenecks.