Senior Onboarding Services Specialist

The Onboarding team at Fleetio is expanding and we are looking for a seasoned Senior Onboarding Services Specialist! In this role, you will partner with customers across a variety of industries and scales to ensure their successful implementation of the Fleetio software, in support of their respective goals and objectives. You will achieve this by digging in early to understand each customer’s goals in purchasing Fleetio and tailoring an implementation path in support of these goals. You will guide your customers along their implementation path, training them on the Fleetio software, providing them with industry best practices, and keeping each moving forward towards a successful implementation, ultimately supporting a Fleetio roll out to their broader end users.

In this role, you'll manage a portfolio of implementation projects representing a diverse set of customer industries and geographies. You will act as each customer’s consultant to Fleetio, guiding them through the implementation and giving them recommendations and best practices along the way. We are looking for an individual who thrives in a flexible environment and can be nimble on their feet, shifting gears from one approach to the next, based on each customer’s needs.

A little about us…Fleetio is a modern software platform that helps thousands of organizations around the world manage their fleet operations. Transportation technology is a hot market and we’re leading the charge, with raving fans and new customers signing up every day. We raised $144M in Series C in June of 2023 and are on an exciting trajectory as a company. Fleetio is also a proud founding member of the Rails Foundation!

More about our team and company:

• Watch our culture videos: https://fleet.io/culture
• Fleetio overview video: https://www.youtube.com/watch?v=IlvIbwZT3oU
• Our careers page: https://www.fleetio.com/careers

Your Impact

• Work closely with customers to understand their business operations and structure, how they function day to day, and provide consultative guidance throughout the implementation of Fleetio, both from a product perspective, as well as industry best practices.
• Coordinate with a variety of stakeholders, keeping them informed of necessary steps to progress the implementation and maintaining organization of the overall project.
• Understand and document measures of success for each customer, identify specific objectives throughout the implementation necessary to achieve success, and raise attention (both internally and externally) when a customer is at risk of meeting their objectives or goals.
• Be the voice of the customer, consolidating themes across all of your customers and sharing a single message to internal stakeholders, such as Product, Engineering, Sales and Marketing about the needs and concerns of your customers.
• Help each customer with the build out of their Fleetio system, both strategically and tactically, adjusting your recommendations and approach to fit each customer’s needs and use case.
• Transition customers to Customer Success with a clearly articulated story of why the customer purchased Fleetio, what their short and long term goals are, and how their Implementation supported those goals.

Your Experience

• 5-7 years of experience in an Implementation, Customer Success or similar b2b customer-facing role, ideally in a SaaS environment.
• 4 years of experience in the fleet industry, able to demonstrate an understanding of the complex world our customers live in, including industry standards and jargon.
• Strong Excel skills with demonstrated history of utilizing Excel in daily tasks throughout prior roles. This role requires handling and manipulating large amounts of data from a variety of sources. Must be able to quickly review data from customers and understand how best to manipulate it and bring it into Fleetio.
• Impeccable written and verbal communication skills and the ability and ease to interact with every level of customer to quickly build trust
• Demonstrated ability of persuasion and a track record of building rapport and getting buy-in from key stakeholders.
• Self-starter who can work autonomously. Ability to chase things down and seek out answers that may not be immediately apparent.
• Comfortable with change, experimenting and trying new ideas.
• Passionate about both the company you work for and the customers you support. The ability to thread the needle between prioritizing your customers while also ensuring the long term success of Fleetio.

Benefits

• Multipl