Role: Customer Success Onboarding Specialist
FLSA: Full Time | Exempt | Salaried | Remote (US)
Reports to: Director of Professional Services
Trustwell, headquartered in Salem, Oregon, is nationally recognized as the leading developer of nutritional analysis and labeling software and databases for top food manufacturers, food professionals, and dietitians for over 35 years. Trustwell has recently partnered with Riverside Company as a prized investment of Riverside’s high-powered Microcap fund; A world-class sponsor with over $7 billion in assets under management and a best-in-class track record of scaling mid-sized companies, that will propel further growth into the future.
Trustwell is looking for ambitious, energetic professionals who enjoy a fast-paced team environment filled with challenges and career growth opportunities in a rapidly growing tech firm. Our successful employees are sales and service-oriented people with integrity and commitment toward a common goal of excellence. Not only does Trustwell offer a strong foundation of success for those it employs, we offer a robust and attractive total rewards package.
What's in it for you?
- Excellent Work-life balance, including flexible scheduling, remote-first, and responsible PTO
- Career growth with professional development and career pathing
- An organization that fosters collaboration and teamwork - focused on innovation and creativity.
- Access to healthcare, retirement, wellness programs, and much more...
Still Interested? We'd love for you to keep reading and submit your application today! :)
Job Scope:
The Onboarding Specialist will be a member of the Professional Services Team who will be accountable for overseeing the operational health of Trustwell services and Implementations from delivery through lifecycle support for our customers. The day-to-day of this role requires providing successful professional services to medium and large enterprise customers. The Onboarding Specialist will be responsible for helping customers through all phases of Professional Services, including requirements gathering, account setup and reconfiguration, testing and validation, preparing materials, assisting with small scale deployment/re-deployment and transitioning to Customer Success Management team.
Essential duties & responsibilities including but not limited to:
- Review and understand customer goals and objectives to align on definition of success for the program and communicate the progress throughout the project life cycle
- Consult with customers to enhance utilization of the FoodLogiQ software and to increase the customers’ process efficiencies
- Develop customer relationships, generate leads, and work with Director of Professional Services to generate sales opportunities in Services
- Manage project timelines based on project scope and meetings with customers for all projects assigned
- Plan and help run weekly and ad hoc calls with customers, as well as maintaining regular email/Smartsheet communication during duration of Professional Service projects
- Assist customers with configuration and troubleshooting during their Professional Services projects by sharing industry best practices
- Host training webinars to support customer’s communication to their supply chain member; Provide excellent customer service to both our customers and their trading partners.
- Serve as product expert, training users on product functionality and providing recommended solutions on how best to translate their business requirements; subject matter expert when offering white glove onboarding services to our customers’ trading partners in onboarding projects
- Perform tasks assigned or requested according to the proper processes, ensuring quality is being tested and expectations are met
- Regularly report on project status and open tasks and communicate upcoming deadlines for customers to stay on track
- Identify any risk factors that may impact timely completion of project/task and mitigate, escalating to internal stakeholders when needed
- Contribute to the development and refinement of Professional Services team processes.
- Provide regular feedback on the quality and efficacy of the current Professional Services processes
- Coordinate with Customer Success Management team and Account Management to ensure a smooth transition to design long-term strategies for customer retention and growth.
- Balance internal Professional Services task areas against active projects to ensure effective account management and onboarding requirements are met
- Must be able to work independently on projects daily and produce outcomes in a timely manner and maintain a high standard of personal administration and documentation of processes
- Responsible for staying up to date on product releases and updates and helping to maintain department documentation and training materials; responsible for testing all releases through our User Acceptance Testing and providing feedback to the team
- Oversee the Knowledge Base and video-based training resources by creating, updating, and reviewing content to ensure accuracy and relevance.
- Other duties as assigned.
Required Experience/Education:
- Bachelor's degree in Business, Marketing, Project Management, or similar; preferred.
- 2+ years of experience in Project Management, or in a similar customer success onboarding role; required.
- Certificate in Project Management (PMP); preferred.
- Experience with FoodLogiQ, Salesforce, JIRA, Gantt charts, Smart-sheet, Python, Workato, Harvest, Auth0 etc., preferred.
- Experience in designing, presenting, and maintaining training video content; preferred
- Experience using Camtasia is a plus!
Required Skills:
- Excellent communication and presentation skills, both in-person and virtual and at all levels within customer service; both internally/externally.
- Expertise in data analysis and data manipulation
- Expert in Excel and Google Sheets, knowing how to use power query and power automate strongly; preferred
- Experienced with business process re-engineering and creative problem solving.
- Ability to build strong customer relationships; demonstrates a strong work ethic and personal integrity.
- Ability to learn new applications and become a subject matter expert with them.
- Has the flexibility to adapt and thrive in a fast paced, rapidly changing environment; demonstrates ability to take on challenging customers and projects
- Able to work independently managing multiple projects and collaborate with members of a high performing team.
- Expertise in training/teaching with ability to provide recommendations based on findings to internal and external stakeholders
Total Rewards Package:
- Competitive Compensation (base + bonus); commensurate on experience.
- Full healthcare benefits, including medical, dental, and vision.
- Supplemental benefits, including STD, LTD, HSA, 401k, etc.
- Responsible Time Off (PTO) + Holiday Pay
- Excellent culture, growth opportunities, plus much more...
What to expect - the Hiring Process!
- Phone Screen - Human Resources
- Interview with Hiring Manager + Peer Interview
- Interview with Chief Customer Officer
- Potential Hiring Assessment
- Offer of Employment (Background Screening + References)
Trustwell is an equal employment opportunity employer committed to hiring and retaining a diverse workforce. Applicants receive fair and impartial consideration without regard to race, sex, sexual orientation, gender identity, color, religion, national origin, age, disability, veteran status, religion, or other legally protected class. If you need accommodation for any part of the employment process due to a medical condition, or any disability, please contact a member of our human resources team. #LI-DG1
Acceptable Background and References Required; upon any conditional offers made by Trustwell.
Equal Opportunity Employer/ DFWP/ Affirmative Action
Compensation$60k/per annum/DOE + Bonus
