Customer Onboarding Specialist

  • Contract: Full-time

Job Description

TeamSnap is seeking a smart and enthusiastic Onboarding Specialist to help ensure that TeamSnap’s Club & League customers have an incredible kick off experience using the TeamSnap applications. You should be able to learn and fully understand our software applications and then translate that into actionable customer onboarding tailored to the use case of the customer you’re speaking with. You will live and breathe the product and capitalize on that knowledge to ensure our customers are oriented with best practices making TeamSnap their go-to technology platform for years to come (plus tell their friends about us).

We’re looking for someone to dive head first into learning the TeamSnap products and to develop an understanding of the variety of ways in which TeamSnap is utilized by our customers. You must understand and analyze customer feedback during the onboarding process. Your feedback on this front will prove invaluable for understanding how TeamSnap’s Club & League products are supporting current customers as well as insight into competitors in the marketplace.

What you’ll be doing

  • Collaborating with our customer experience operations team, in cooperation with the sales and client success management teams, to create an extraordinary customer onboarding experience for the Club & League, Tournaments, and Website Builder products – including everything from pre-onboarding customer communication to post- onboarding cross-team communication.
  • Conducting informative, timely onboarding calls with new TeamSnap Club & League customers, ensuring that they are effectively acquainted with the use of the product and are set up for long term success.
  • Provisioning accounts for new business and subscriptions.
  • Sharing any product feedback received from onboarding calls with the development team.
  • This role will evolve-just like our team and our strategies-so while you don’t need to be an acrobat, we may occasionally ask you to be flexible and try a few things outside of the box.

Skill Requirements

  • Minimum 1 year of experience working in an onboarding specialist role for a software product (B2B or B2C) or web/SaaS application; alternatively you could have a strong enough technology customer support background to ramp up quickly and learn what you don’t know about onboarding.
  • Knowledge regarding how to navigate and use a CRM system (preferably Salesforce).
  • Smart, thorough, passionate, driven. A love for customer happiness and no fear of saying to a customer, “I don’t know, but can I get back to you with an answer”.
  • A sense of humor, endless patience and the ability to work with multiple people and multiple groups.
  • Ability to stand up for what you believe is right, but a stronger desire to reach consensus and come up with a solution that has everyone’s buy-in.
  • Passion for maintaining a strong customer base helping drive the word-of-mouth value that results from premier customer service .
  • Ability to work with a distributed team and communicate effectively by IM, phone and video-conference.
  • Outstanding communicator and writer

About the Company

Since it was formed in 2009, TeamSnap has been passionately dedicated to taking the hassle out of managing, coaching, or organizing team sports and groups. While we have continued to grow, innovate, and add new features based on feedback from our millions of loyal customers, our mission remains the same: build a great product that any parent, coach, team manager, group organizer or sentient robot can pick up and use immediately.

We believe in the power of community, athletics and teamwork and we want every one of our customers to spend less time organizing and more time doing.

How to apply

Apply for this job online using the link below.

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