Customer Onboarding Specialist

Company: 2Book Inc
Location: Charleston
Posted on: November 24, 2022

Job Description:

Are people always telling you you have a positive, outgoing personality that shines? We need people like you to join our Customer Success team as a Customer Onboarding Specialist ASAP!If you are looking for meaningful work alongside a great team, love technology, teaching others, and onboarding customers, please apply! We want to meet you! -If you have experience onboarding customers into subscription-based software, SaaS products, and have experience with video/webinar software, GREAT! But it is not required for this role.. -We just want your shining face, and passion to help customers succeed and grow.We'll make sure you have extensive training and understanding of our subscription based software, and all the tools to become a successful, experienced Customer onboarding Specialist. Office training hours will be 9:30 am - 5:30 pm and will transition to 12 pm - 8 pm after training. - -Why come join Customer Success at MassageBook? -We are a rapidly growing software company here in Charleston! Over 11,000 massage and bodyworkers across the U.S and Canada use MassageBook.com to run their practices, and thousands use us to schedule their wellness services everyday.

• We offer comprehensive health, dental, and vision coverage, a 401K with 3% match. As an extra perk, you will get a quarterly allowance for massages too!We strive to make sure you feel like family giving you autonomy, have a competitive salary, a great work-life balance, and even some flexibility in your work schedule. Company-wide events, happy hours are always in the works.Our team of Customer Support Representatives are the face and voice of MassageBook. They play a vital role in driving product adoption. We are focused on developing and maintaining exceptional relationships with our customers. -What you will be doing as a Customer Onboarding Specialist:
  • Convert Trial customers to paid subscribers by demonstrating how MassageBook can grow their client base, manage their day-to-day business flow, and achieve a strong return on investment.
  • Lead one-on-one and group training demos via Google Meet for customers transferring from pen and paper scheduling or other scheduling software providers.
  • Follow-up with customers during their Trial period via phone, chat, and email to ensure they are reaching milestones successfully.
  • Assist new customers in creating new accounts, setup, transferring data from other software providers, and choosing the subscription plan that best fits their business' needs.
  • Work closely with other Customer Support Specialists on our Success Team to ensure a successful handoff after a Trial customer converts to a paying subscription.
  • Help customers grow and manage their practices, offer creative solutions for their unique business needs, and communicate what you learn to the rest of the MassageBook team to improve our software.
  • Rely on your expert product knowledge of MassageBook to distinguish between bugs, requests for improvement, and areas of confusion for customers.
  • Share your knowledge with the Success Team, rally around team goals, and celebrate wins along the way. -What we need from you: -
    • You have some personality quirks, and a great positive team player mentality!
    • You are absolutely passionate about customer success. You want to grow your career in a company that is customer-driven and places a high value on customer connections and rapport.
    • You are comfortable asking customers to make a purchase decision when converting from trials to paying subscription plans. You know when it's time to incentivize a customer with a coupon or extra month on their trial, and when it's time to pivot to the value and cost savings our software provides.
    • You are a strong verbal communicator. You speak clearly, eloquently, and can quickly engage with a variety of personalities. -
    • You are a strong writer. You are a clear, detailed, and direct communicator. You understand that well-crafted emails and chat interactions are critical to a customer's success. -
    • You are a great active listener and you keep your cool in stressful situations. You love reading between the lines to get to the heart of the matter. If a customer is frustrated, you keep calm and help them back to a calm state as well. You remain in control while building a rapport through your kind nature and willingness to understand another's perspective.
    • You have an admirable level of Empathy that is innate to who you are as a person. You genuinely desire to help others and learn from their experiences. You keep things personable, while not taking customer's frustrations personally.
    • You adapt to changes quickly. This is a fast-moving software company that releases significant product changes every 1-2 weeks. You take initiative to master the product and are prepared to help customers to navigate changes that affect them. -
    • You take initiative. You don't have to wait to be told how to do something or how to respond. We trust our team to do what is in the best interest of the customer.
    • You are a natural problem-solver. You don't have to see things in black and white. You not only love the challenge of ambiguity, you thrive in it. You think critically, can quickly spot trends, and take what you learn from one customer support case and apply it to the next one.
    • Software support experience is a plus, but not a must. You have experience in supporting customers in technology, or software environments. -Annual Salary Range based on experience: $38K-$42KSkills: Onboarding, Specialist, Customer Service, Support, Software, SaaS, Help Desk, JIRA, Zendesk, Technical Support -Powered by JazzHRPI197149187

Keywords: 2Book Inc, Charleston , Customer Onboarding Specialist, Other , Charleston, South Carolina