Summary
The job is for a Customer Onboarding Specialist at Keeper, an all-in-one tool for bookkeepers. The role involves onboarding new customers, ensuring technical implementation, coordinating with Account Executives, maintaining a high conversion rate, creating customer education materials, documenting best practices, and providing feedback to inform the product roadmap.
Requirements
- 2-3 years of experience in a customer-facing role at an early-stage SaaS startup
- Ability to articulate complex concepts in a simple, straightforward manner, both in written and verbal communication
- Keen attention to detail, thoughtfulness, and a customer-centric mindset
- Knack and passion for process improvement, documentation, and increasing operational efficiencies
- Familiarity with modern SaaS technologies such as Slack, Notion, Hubspot and/or Salesforce
Responsibilities
- Conduct onboarding calls with prospective customers
- Train customers to use the product
- Help customers realize value quickly
- Ensure all technical implementation and account set-up steps have been completed for each account that you onboard
- Coordinate with Account Executives to identify any red flags that would hinder the prospect from subscribing to Keeper
- Maintain a high conversion rate from Free Trial to subscribed customer (80-85%)
- Proactively reach out to accounts to ensure they're continuing to reach their goals and respond to any inbound support inquiries in a timely manner
- Create customer education materials: record video feature overviews, ensure product documentation is up to date, and write user guides when necessary
- Document best practices and help the team iterate to find the most efficient internal processes that reduce friction and best help our customers succeed
- Keep your finger on the pulse of trending feature requests and areas within the product that could be improved, then document and share customer feedback with the rest of the team to inform our product roadmap
Preferred Qualifications
Accounting/finance experience is preferred; interest in learning the space is required
Benefits
- Competitive pay and equity
- Unlimited PTO
- Health, dental, and vision insurance
