Customer Onboarding Specialist (REMOTE)

As an Onboarding Specialist at FleetUp, you will work with our new customers to ensure the successful implementation of FleetUp industry-leading electronic logging device and fleet management system. Our specialists achieve this through understanding customer business goals and objectives, developing strong rapport, and executing against a defined onboarding schedule. As a member of the Customer Success team, you will play a pivotal role in the initial training, project management, communication, and delivery of implementation and integration services. 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 purchase, you will be a critical player in driving long-term customer success and demonstrating the value of the FleetUp solution.

To be successful in this role, the Onboarding Specialist will work across departments, including Sales, Customer Success and Product Management, bringing customer objectives to fruition through cross-departmental collaboration and communication. The ideal candidate has experience in SaaS, strong communication skills and attention to detail, with an outstanding aptitude for applying technology to achieve business results. This is a rare opportunity to join a fast-growing company with an open and collaborative work environment, where you can play a key role in promoting customer success for one of the most important times of the customer lifecycle.

Responsibilities:

• Understand and translate customer business goals into successful project plans in order to achieve them using FleetUp's technology during initial onboarding
• Manage a portfolio of customer implementation projects, ensuring a successful and timely completion of each project
• Become an expert on the FleetUp platform and train customers with varying levels of sophistication, from the basics of the platform, mobile app, to the use of technical tools like APIs and webhooks
• Utilize marketing tools to communicate with customers across the entire Customer Success department sending out notifications of new features, system issues, new features, and CSAT/NPS tools
• Train customers on use of platform, apps, and technologies
• Advocate and assist in the prioritization of new customer features and product enhancements, influencing FleetUp’s product roadmap and collaborating with the Product team to identify short-term solutions
• Collaborate with Sales, Sales Engineering, and Customer Success 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
• Assist in the definition of project specifications and client requirements, involve all relevant departments to ensure technical feasibility and resource availability
• Track and maintain accurate client records and hit key onboarding services milestones using FleetUp’s project management tool and CRM

Qualifications

• 2+ years of experience in a customer-facing or project management 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
  
  

Preferred:

• English
• SalesForce
• Training experience (remote and in person 10%)