Customer Onboarding Specialist at Super Dispatch

About the role:

Super Dispatch is looking for a Customer Onboarding Specialist to help set up our high-value customers for immediate success through a clearly defined activation process.

As a Customer Onboarding Specialist, you will educate new customers, help solve any problems, and ensure the smooth adoption of our products. Throughout our customer lifecycles, we prioritize delivering a fantastic customer experience, and onboarding is the first step of that process.

Because this is a fairly new team, you will have a critical hand in shaping its function within Super Dispatch. We hope you will be invigorated by the idea of stepping into the unknown, wearing many hats, and dealing with some ambiguity in your day to day.

What you’ll do:

• Own and manage customer relationships from the point after the sale through successful activation.
• Help the customer define their needs and manage their timeline toward seeing value.
• Work with sales, product, and support teams to ensure that each piece of the journey meets customer expectations.
• Support our newest customers through initial onboarding calls (via Zoom) and follow-up emails and calls to ensure they have the best onboarding experience possible, troubleshooting their problems and answering their questions.
• Build evergreen content and resources for customers (and other organizations) to use for education and to drive rapid product adoption.
• Be a Super Dispatch product expert and discuss or educate on any nuance of the product internally and externally.
• Quickly pick up and disseminate any updates to the product to your customers.

What you bring:

• Excellent written and spoken communication.
• Pleasant and straightforward phone and video manner – your confidence in speaking about our products will make customers feel good about using our products.
• Organizational skills — you'll be working with many customers, and you'll need to have expertise in place to keep all of their needs organized.
• Quick learner — you’re able to stay up-to-date on upcoming product enhancements/changes and can share them with clients.
• An understanding of market needs and current use cases of businesses using video.
• Strategically minded — you'll be helping customers come up with their overall strategy with our product.
• Highly self-motivated and driven — you don't need someone hovering over your shoulder telling you what to do all day.
• The ability to shift priorities quickly when necessary.

Nice-to-haves:

• Experience project managing in a professional context.
• Teaching or educational experience.

How you’ll grow with us:

Within 1 month, you’ll…

• Graduate from Super Dispatch’s company-wide new employee onboarding program. You’ll get caught up with who we are, how we work, and what we're building.
• Learn about the onboarding process and best practices for delivering excellent Onboarding to new customers.
• Attend as many Onboarding calls as you can, draft your Onboarding flow, and demo your first Onboarding call.

Within 3 months, you’ll…

• Complete assisted Onboarding calls to get comfortable delivering Onboarding to new customers with the support of another Onboarding team member on the call with you.
• Manage your own customers and Onboarding, and deliver solo Onboarding calls.
• Provide insights and suggested improvements for the delivering an excellent Onboarding experience to new customers.

Within 6 months, you’ll…

• Take ownership of and complete ad-hoc projects.
• Host Onboarding webinars and group Onboarding.
• Lead more in-depth and/or custom Onboarding for more strategic customers.

Compensation:

The salary range for this position is $50,000 - $68,000 per year with 10% being commissioned-based.

Summary of Benefits:

• Stock options
• Unlimited vacation (PTO)
• Health, dental, vision, and life Insurance
• 401(k) with company match
• 12 weeks of paid parental leave
• Monthly gym membership/wellness stipend
• Equipment provided
• Fully remote role
• Growth opportunities