Onboarding Specialist

JD : Onboarding Specialist/Manager

- SmartServ is a product start-up from the house of award-winning SaaS business solutions. SmartServ's founding team consists of UW Madison, and UC Berkeley alumni with strong-domain knowledge having built top-notch products and implemented them at Fortune 500 companies.

- SmartServ is on a mission to build a powerful AI-powered assistant enabling service businesses to focus and increase their sales metrics by scoring on leadership opportunities that are ideally lost in the field. We are constantly mining recommendations to help service contractors gain efficiency and help them spend more time in front of customers, not computers. Our customers stay in control of their business and have visibility into the most important data and metrics required and we give them insights to do more. At SmartServ, we aren't a company of silos. Team members are empowered and encouraged to pursue out-of-the-box ideas, think for themselves, and make mistakes. We encourage you to challenge our status quo.

Why should you join the SmartServ Clan?

- This is an opportunity to be part of the blitz-scaling team that's shaping an industry's narrative. We are on a mission to revolutionize the Field Service management domain & boost their sales metrics, productivity, and efficiency by scoring on leadership opportunities that are otherwise lost in the field.

- At SmartServ, we aren't a company where information and ideas exist in silos. Team members are empowered and encouraged to pursue out-of-the-box ideas, think for themselves, and make mistakes that will assist with growth. We encourage you to challenge our status quo. We value creativity, hard work, initiative, and radical ideas above all else.

What is in store for you?

- Be a part of a company that is doing something really amazing & redefining stuff

- Work on cutting-edge technologies and products that are redefining how the home services industry operates in the North American market

- Make a splash in a multi-billion-dollar SaaS industry

- Learn & Grow far beyond your current horizon

- A start-up culture that you'd cherish forever in your work life

- What you will do @SmartServ

- Possess deep product knowledge with an ability to show product demos as needed.

- Resolve Customer issues by engaging closely with internal teams to help determine the best technical implementation plan during the sales process.

- Own and manage customer relationships from the point of sale through successful implementation.

- Develop measurements to help understand the impact of successful implementation.

- Create initiatives that help to drive successful product implementation.

- Help the customer define their needs and manage their timeline toward seeing value.

- Work with sales, product, and support teams to ensure that each piece of the journey meets customer expectations.

- Complete video and phone calls to ensure that customers are supported during the onboarding process.

- Build evergreen content and resources for customers (and other organizations) to use for education and to drive rapid product adoption.

- Be a Smartserv 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.

- Create repeatable processes, resources, and frameworks to use when onboarding customers.

- Manage the entire onboarding process for new customers, beginning to end - from sales handover to configuration to training, ensuring customers roll out the platform as quickly as possible.

- Deliver confident training sessions which educate and enable new users, illustrating the benefits of the software, effectively communicate value to customers, and instill confidence and belief in the product

- Nurture client towards a successful implementation using intimate knowledge of both the industry and the product.

- Bring your own personality to develop rapport and meaningful relationships with customers, building connections and gaining trust.

- Use reporting and analytics to provide insights into account growth, taking responsibility for their performance, and meeting revenue targets.

- Drive revenue through proactive outreach to existing accounts and overachieve quarterly and yearly sales targets.

- Manage the entire revenue cycle, building relationships, negotiating, and closing business.

- Understand and analyze customers' business needs, technical requirements, and current challenges. Position the right offering accordingly, customer's business flow (for large customers) and deep understanding of use-cases&accordingly highlighting the relevant product capabilities to demonstrate values

- Drive new customer onboarding by gathering data requirements, syncing with the product team to ensure requirements are met, and providing product training.

- Gain customer confidence by responding promptly to incoming support requests whether via telephone or email.

You'd fit right in if you have:

- Strong presentation and time management skills.

- Excellent communication skills (verbal & written) to be able to clearly articulate and present ideas/concepts and collaborate with multiple stakeholders

- Excellent time management.

- Meticulous attention to detail.

- 1+ years of the onboarding experience, account management, or involvement in customer success programs.

- 1+ years of experience in a B2B SaaS platform environment.

- Passion to learn something new and hustle everyday

- Technical knowledge of video encoding frameworks and transcription software.

- Organizational skills ; you'll be working with many customers, and you'll need to have expertise in place to keep all of their needs organized.

- An understanding of market needs and current use cases of businesses using video.

- Strategically minded ; you'll be helping customers come up with their overall strategy with our product!

- Highly self-motivated and driven ; you don't need someone hovering over your shoulder telling you what to do all day.

- Should have anchored or led sales pursuits and be extremely well versed with the nuances of a technology/IT sales process. Exposure to pricing or commercials will be preferred.

- Strong problem-solving skills, esp. the ability to frame the problem statement accurately, along with its context and success criteria.

Nice to have:

- Experience project managing in a professional context.

- Teaching or educational experience.

- Prior experience working for a technology startup is a plus.

- Previous experience in a technology services firm/Product companies/SaaS companies in or one more of the following roles - business analysis or consulting / pre-sales / solution design / customer-facing project or program management.

Note : This is a client-facing role, hence requires you to operate in the US time zone which is - 6:00 PM IST to 3:00 AM IST.

Feel like a good fit? We would love to talk to you!

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