Onboarding Specialist

4 days ago

Cape Town, South Africa Passion.io Full time

Passion.io’s goal is to make the world more confident and passionate. We do this by empowering Creators to launch highly impactful mobile apps for a fraction of the cost. We are an international remote team of 70+ people, supporting 8,000+ Creators and 700k+ end-users from all over the world.

We have an exciting opportunity for an Onboarding Specialist to join our team. If you are an experienced professional with at least 1 year’s experience in a Customer facing role within a SaaS environment - we would love to meet you

**Requirements**:
**What you'll bring to the team**
- 1+ years experience in a customer or client facing role (i.e. SaaS Onboarding, Customer Success, Account Management)
- 1+ years of hands-on experience supporting customer implementation and/or onboarding projects, preferably for a SaaS enterprise solution products or services
- Experience in dealing and maintaining relationship in the North America time zone
- Good communication skills - Fluency in English (verbal and written).
- High level of customer engagement.
- Empathy and customer centric approach
- Diligent, hard worker, and sales driven
- Customer first mentality; ability to empathize and build customer loyalty.
- Must be highly motivated and have a positive attitude
- Collaborative, solutions oriented, and comfortable with operating in an ambiguous environment and high growth business
- Problem solving approach
- Thriving when helping others and working in a dynamic environment
- Ability to work independently and manage multiple priorities

**NOTE: This is a part-time position which requires willingness to work 4 hours per day (Monday to Friday) in the North American time zone**

**What you'll be working on**
- Manage all aspects of the customers' onboarding process and track their progress
- Provide technical and consultative support to our customers on a daily basis via Zoom
- Provides platform and program good practices to add value to our product.
- Acts responsively, accurately and with attention to detail to customer by identifying their requests and acting upon their concerns
- Assist the Customer Success Team Lead with workflows and data for accurate tracking and reporting to different stakeholders.
- Act as an advocate in behalf on the customer and as an expert, offering in-depth and first hand understanding of their experience and product needs
- Investigation and troubleshooting of situations from creators
- Collaboration with other departments
- Success for you means you have a great relationship with our creators whilst making sure they are happy with the platform and using it to achieve their goals.

**Benefits**

**What we offer you**
- Work from anywhere and full flexibility.
- ✈️ Regular international gatherings in a cool venue somewhere even cooler. Our last trips brought us to Croatia, Portugal, and Greece.
- An autonomous/entrepreneurial work style where your success is measured by results (not time).
- The steepest learning curve you’ve ever experienced including regular career coaching sessions, internal and external training, coaching, and much more. We also support you with attending conferences, taking courses, and purchasing books.
- An open, honest, creative, and results-driven environment where your opinion is highly valued.
- Flexible equipment policy with a budget that renews every year.
- Co-working policy: If you prefer to work from a co-working space, we'll help pay for it.
- 24 days of paid vacation plus 10 days of “Celebration Leave” that allows you to take the holidays off you actually celebrate (instead of the statutory holidays in the country you happen to live in).
- Paid parental leave: We offer a generous period of fully paid parental leave.

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