• Bachelor’s Degree
• 1+ year of experience in client facing roles in the SaaS industry
• Pleasant and straightforward phone and video call manner
• Excellent written and verbal communication
• Customer relationship building and management skills

Desirable

• Reports To: Onboarding Manager
• Our Customer Onboarding Team is looking for Onboarding Specialists who are passionate about setting the standard for industry leading customer experience
• You will be responsible for setting customers up for success by helping them implement MoeGo
• The Onboarding Team at MoeGo has launched over 900 businesses, witnessing the impact of our product first-hand and building deep connections with our customers
• You will work with businesses of all scales and owners of diverse backgrounds
• You will have the opportunity to digitize mom-and-pops as well as launch nation-wide franchise brands on our platform
• The onboarding team ensures smooth and successful launches, taking over from time of purchase until they exclusively run on MoeGo
• On top of being product experts and reliable specialists, we strive to be their trusted business advisors who help them resolve current challenges by implementing powerful solutions
• Own the process and result of every account from purchase through successful implementation, including but not limited to data transfer(working with onboarding data engineers), MoeGo system configurations, staff training session, product education and demos, troubleshooting, Q&A calls and system test runs
• Complete video and phone calls to ensure that customers are supported during the onboarding process
• Respond to customer emails, chats, and calls regarding implementation
• Manage all of your ongoing onboarding projects by ensuring all onboarding accounts are on-track, working with internal teams to resolve onboarding blockers, and completing relevant tasks assigned to you
• Fight churn during the onboarding stage, independently or working with other teams. Understand the fundamental reason for churn, propose solutions if any and provide insight into future churn prevention
• Be a MoeGo product expert and discuss or educate on any nuance of the product internally and externally. Quickly pick up and disseminate any updates to the product, both to your customers and to your internal teams as needed
• Successfully transfer your customer relationships to a customer success manager after onboarding
• Work with sales, product, and support teams to ensure that each piece of the journey meets customer expectations
• Build evergreen content and resources for customers (and other organizations) to use for education and to drive rapid product adoption
• Create initiatives that help to drive successful product implementation
• Assist in creating repeatable processes, resources, and frameworks to use when onboarding customers