SaaS Onboarding Specialist

Why Housecall Pro?

Help us build solutions that build better lives. At Housecall Pro, we show up to work every day to make a difference for real people: the home service professionals that support America’s 100 million homes.

We’re all about the Pro, and dedicate our days to helping them streamline operations, scale their businesses, and—ultimately—save time so they can be with their families and live well. We care deeply about our customers and foster a culture where our company, employees, and Pros grow and succeed together. Leadership is as focused on growing team members’ careers as they expect their teams to be on creating solutions for Pros.

We also offer:

• A generous benefits program that supports the whole you with medical, dental, vision, life, disability, and 401(k)
• Paid holidays and flexible, take-it-as-you-need-it paid time off 
• Monthly tech reimbursements
• A culture built on innovation that values big ideas, no matter where they come from

The role: Onboarding Specialist

Our Customer Success team is extraordinary. Empathetic, hard working, and focused on partnering with our service professionals. Our success is their success. Our team of entrepreneurial, enthusiastic and client-focused team members are the "human face" of Housecall Pro, helping our service professionals to operate and to grow their businesses. 

As an Onboarding Specialist, you will be responsible for the onboarding and long term success of our enterprise customers’ accounts. You are a great communicator who is comfortable taking on complex projects with a diverse set of stakeholders. You believe that great isn't good enough. You bring an analytical mind to constantly improve the efficiency and efficacy of your projects. You will use your experience to be a true consultant for small businesses in the home services space.

What you’ll be doing / expectations:

• Own relationship during initial onboarding phase for new Key Accounts: Account activation and transition, increase adoption and product utilization, establish a trusted relationship, drive continued value of our products and services
• Handle long term support requests for training and coaching for all Key Accounts (post onboarding) 
• Ability to effectively communicate client information, trends and feedback across teams – sales, marketing, engineering, and tech support
• Develop, prepare, and nurture customers for advocacy
• Identify opportunities for expansion
• Prompt attention to details and timelines with the ability to leverage action
• Innovate on current processes and proactively seek ways to improve the Pro experience
• Improve customer opportunities by leveraging qualitative and quantitative analysis
• Develop processes that distinguish our brand by exceeding customer expectations in support delivery
• Troubleshoot technical issues, have deep product knowledge & ability to be creative and think outside the box for solutions

Qualifications

• Bachelor's degree preferred
• 2-4 years of full-time customer success, implementation or sales experience 
• Demonstrated experience exceeding customer success or sales metrics
• Experience in developing relationships with new customers and serving as a consultant

Preferred Qualifications:

• Bilingual preferred (English/Spanish)
• Knowledge of and established relationships within a relevant industry
• Proven success working with cross-functional teams and building strong relationships internally and externally
• Established credibility with service professionals from HVAC, plumbing, electrical, carpet cleaning and/or maid specialties
• CRM experience
• Customer success experience is a plus
• Excellent written/verbal communication skills
• Strong problem solving skills
• Motivation, drive, and a self-starting attitude
• Ability to work in a fast paced, team environment
• Ability to understand customer needs and meet those needs with a successful product sale
• Good time management with strong organizational skills

Location Dependent Information

This role is open to candidates and the expected compensation range for this role is $23.99-$28.21/hour (includes base plus bonus). The specific hourly rate for the successful candidate will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. This role is also eligible to participate in Housecall Pro’s the following benefits: health care insurance (medical, dental, vision, disability), employee assistance program, 401(K), flexible time off, paid parental leave, tech reimbursement, and other company benefits. Housecall Pro is growing fast and we’re scaling our team to help enable and accelerate our growth.

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