Customer Onboarding Specialist

At Definitive Healthcare, our passion is to transform data, analytics and expertise into healthcare commercial intelligence. We help clients uncover the right markets, opportunities and people, so they can shape tomorrow’s healthcare industry. Our SaaS platform creates new paths to commercial success in the healthcare market, so companies can identify where to go next.  

Our employees are kind, collaborative, energetic, approachable and driven. On top of that, we value the unique perspectives, backgrounds and voices of our employees. Why? Because their diverse experiences drive new ideas and help us build a better community. 

For over 10 years, we’ve built a collaborative culture driven by employees who share a passion for improving the healthcare ecosystem, enjoy giving back to the local community and value diversity and inclusion.  

One of the hallmarks of our culture is our commitment to community service. Through the DefinitiveCares program, employees can work with their choice of more than 40 charitable organizations, supporting causes from hunger and homelessness to healthcare, LGBTQ+ issues, racial justice, women’s initiatives and more. 2021 marked the sixth year that we had 100% employee participation in DefinitiveCares. 

We also provide a range of opportunities for employees to connect with each other. Employees can join any of our employee run affinity groups supporting causes such as women’s empowerment, LGBTQ+, Black, indigenous and people of color (BIPOC), disabilities and working parents and potential for many more. Affinity groups often enable greater education companywide through training, events and speaker series. 

We’re also a great place to work. For five years in a row, we’ve been recognized by the Boston Business Journal and the Boston Globe as a best place to work in Massachusetts. In 2022, Energage recognized us for Culture Excellence in Compensation & Benefits, Innovation, Great Leadership, Purpose & Value and Work-Life Flexibility! 

Think you’d be a good addition to our team? Explore our available positions here. We’d love the chance to get to know you.  

Your challenge:

As a Customer Onboarding Specialist, you will be responsible for supporting the client during their initial integration with the Definitive Healthcare software and services. Our specialists achieve this through understanding customer business goals and objectives, developing strong rapport, and executing against a defined onboarding schedule. You will be accountable for customer satisfaction and supplier platform adoption through overseeing new supplier onboarding and engagement. You will manage a portfolio of onboarding projects with a diverse set of customers, and as the first touch point in a customer’s experience after post sales, you will be a critical player in driving long-term customer success and demonstrating the value of the Definitive solution. To be successful in this role, the Onboarding Specialist will work across departments, including Sales, Customer Support and Education, bringing customer objectives to fruition through cross-departmental collaboration and communication. The ideal candidate has experience in data based products, strong communication skills and attention to detail, with an outstanding aptitude for applying technology to achieve business outcomes.

Here are some things you will tackle:

• Become an expert on the Definitive solution and train customers with varying levels of sophistication
• Assist customers to navigate the technical aspects of the onboarding process, including the implementation of Definitive software and integrations.
• Identify and drive efficiency in the onboarding process and process improvements on an ongoing basis
• Collaborate with Sales and Account Management teams to ensure smooth hand-offs before and after onboarding
• Assist customers to quickly identify potential issues and escalate them appropriately to ensure the best possible experience during the onboarding period

What you’ll need:

• 1+ years of experience in a customer-facing role for a technology company (preferably SaaS)
• Proven ability to manage a portfolio of accounts with keen prioritization and multi-tasking abilities
• Exceptional interpersonal skills; you have the unique ability to talk technical details and business strategy, in the same conversation • Proficient with Excel, comfortable with Salesforce, familiar with Zendesk
• Strong technical aptitude and a drive to learn • Respect processes but be adaptable through change
• Strong organizational and analytical skills with a keen attention to detail
• Customer-first mentality; ability to empathize and build customer relationships
• Ability to think creatively and be persistent
• Coachable,