SaaS Onboarding Specialist

Description

Do you thrive in a fast-paced environment where innovation meets results? Are you passionate about helping businesses reach their full potential? 

As a trailblazing SaaS company in the field service industry, we're at the forefront of change, driving success in one of today's most resilient and rewarding sectors. Our all-in-one platform empowers field and home service businesses with tools to streamline scheduling, dispatching, invoicing, and customer communication – all in one place.

We’re looking for talented individuals who are excited to join our mission of making field service a breeze. Here is a glimpse into what it means to be a part of the Workiz team: 

Collaborative Environment: We nurture a culture of collaboration and support, where ideas are highly valued, and teamwork is fundamental.

Dynamic Growth: Join a company on the fast track, experiencing exhilarating growth, perpetually evolving, and driving change.

Impactful Contributions: Witness the direct impact of your efforts on the success of our customers and the advancement of field service business management. At the end of the day, it’s all about the people. Our customers are at the heart of everything we do.

Who We Need

You’re not just any Onboarding Specialist; you have the passion and patience to guide small business customers, bringing a WOW factor to their initial interactions with our brand post-sale. You recognize that onboarding is more than a checklist—it's a chance to cultivate lasting relationships and lay the foundation for customer success. You’re knowledge-hungry, tech-savvy, and love to stay up-to-date with the latest product releases to incorporate them into a seamless onboarding process. Your organizational skills and ability to prioritize ensure you manage a full workload effectively. You excel in collaboration and thrive in a team-oriented environment when needed. You embrace the fast-paced, dynamic nature of a start-up and are eager to contribute your insights to make a difference.

Responsibilities

• Provide onboarding to new accounts in virtual meetings where you’ll demonstrate how to configure the account and extract maximum value from their solution
• Collaborate with Sales, Support, and Customer Success teams to ensure a smooth transition from prospect to loyal customer
• Conduct proper discovery to confirm sales notes around customer priorities, and de-escalate onboarding or sales concerns effectively to keep them moving forward
• Help troubleshoot product or workflow issues to improve customer satisfaction during the onboarding process and tailor the solution to meet their goals
• Join sales meetings providing technical product support and workflow assessment to assist in closing or retaining deals
• Attend product feedback sessions to be the voice of the customer and help guide our product roadmap
• Reach out by phone and email to new customers to schedule onboarding training sessions and ensure they are on track for their preferred go-live date and begin using the software
• Gather feedback during the onboarding process and update notes and tasks in the CRM
• Send recordings of onboarding sessions to customers and create separate tutorials as needed

This is a hybrid role and is open to candidates in the San Diego and Austin areas only.

Requirements

Minimum Qualifications:

• 1+ years of experience in Customer Onboarding, Sales Engineering, or Technical Sales
• Experience providing training or product demonstrations to clients
• Exposure to SaaS, UCaaS, Digital Marketing, or other technical solutions
• Tech savviness and the ability to quickly and constantly learn new products and processes
• Excellent verbal and written communication skills
• Able to adhere to best practices in time management and organization
• Proven ability to establish professional rapport and influence customers over email, video, or phone
• Driven and highly motivated to ensure customer success

Bonus Points:

• SDR/AE/AM/CS experience
• Complex or Franchise solution onboarding experience
• Experience in both start-ups and established companies
• HubSpot, Fullstory, and JIRA proficiency
• Knowledge of business processes, departments, and stakeholders
• Field Service Business Exposure

Compensation and Benefits

• Market-level compensation based on experience: $30.00 - $40.00 per hour
• Workiz provides a comprehensive benefits package, featuring employee stock options, Medical, Dental, and Vision coverage options, and up to a 4% match on 401k