Product Onboarding Specialist

About the job

As a part of the customer success team, your goal is to provide an exceptional customer onboarding experience & providing them step-by-step tutorials, unlimited guidance, and support. It involves taking customers from that very first initial contact to make sure he becomes a champion user driving product adoption and ultimately retention.

Requirements

1. Handover from sales by understanding customers' persona, their pain points, and expectations
2. Understand the goals & objectives of new customers and translate those needs appropriately through the implementation and onboarding process
3. Guide users on product features and train them to use it effectively
4. Make sure the customer achieves an early value and feels wow so he actually starts reaping the potential of the product
5. Evaluate customers' usage patterns and determine additional ways the customer can successfully leverage the platform features
6. Build and maintain the resources required for onboarding (walkthrough, set up guides, help tutorials, emails, and video tutorials)
7. Rigorously measure onboarding time and improve it continuously
8. Provide feedback to marketing, sales, support, success, and engineering teams
9. Handover to the success and support teams after successful onboarding completion
10. Maintain regular communications with clients
11. Consistently gain product knowledge and work towards improvements