SaaS E-Commerce Customer Onboarding Specialist (Remote)

Company Description

This is a remote position with occasional onsite meetings and travel.

As an Onboarding Specialist at SureDone, your primary role is to help new customers get started with our platform, guide them through data integration, and ensure they’re well-trained on its features. This role is remote and combines project management, customer training, Excel work, support, and scripting in our integrated automation system. You’ll handle multiple projects ranging from 2 weeks to 6 months, managing anywhere from 5 to 20 clients at a time.

Key responsibilities include:

• Project management: Break projects into manageable tasks using specialized onboarding management tools, track progress, and frequently communicate with customers and team members. A big part of your job is making sure that projects move forward and that the customer and other SureDone team members know what needs to be done.

• Training and support: Teach customers how to configure and use our platform effectively, support software-related customer inquiries, and ensure data accuracy. Work closely with Sales, Product, and Support teams to address client needs, answer product questions, and escalate issues as necessary.

• Automation: Develop high level scopes to automate tasks in SureDone’s automation engine. Troubleshoot completed scripts with customers as needed.

• Cross-functional support: At times, help out with tasks beyond onboarding, like supporting our help desk, sales, marketing, and even representing SureDone at trade shows.

• Build Strong Client Relationships: Act as the primary point of contact during onboarding, addressing client questions, providing guidance, and fostering trust from day one.

• Drive Product Adoption: Proactively identify opportunities for clients to use additional requirements, maximizing their value from our offerings.

• Gather Feedback for Product Improvement: Collect client feedback on experiences to inform improvements and ensure we meet client needs.

• Documentation and Compliance: Ensure all necessary account documentation is completed, with thorough tracking for seamless account management.

Job Description

This is a remote position with occasional onsite meetings and travel.

As an Onboarding Specialist at SureDone, your primary role is to help new customers get started with our platform, guide them through data integration, and ensure they’re well-trained on its features. This role is remote and combines project management, customer training, Excel work, support, and scripting in our integrated automation system. You’ll handle multiple projects ranging from 2 weeks to 6 months, managing anywhere from 5 to 20 clients at a time.

Key responsibilities include:

• Project management: Break projects into manageable tasks using specialized onboarding management tools, track progress, and frequently communicate with customers and team members. A big part of your job is making sure that projects move forward and that the customer and other SureDone team members know what needs to be done.
• Training and support: Teach customers how to configure and use our platform effectively, support software-related customer inquiries, and ensure data accuracy. Work closely with Sales, Product, and Support teams to address client needs, answer product questions, and escalate issues as necessary.
• Automation: Develop high level scopes to automate tasks in SureDone’s automation engine. Troubleshoot completed scripts with customers as needed.
• Cross-functional support: At times, help out with tasks beyond onboarding, like supporting our help desk, sales, marketing, and even representing SureDone at trade shows.
• Build Strong Client Relationships: Act as the primary point of contact during onboarding, addressing client questions, providing guidance, and fostering trust from day one.
• Drive Product Adoption: Proactively identify opportunities for clients to use additional requirements, maximizing their value from our offerings.
• Gather Feedback for Product Improvement: Collect client feedback on experiences to inform improvements and ensure we meet client needs.
• Documentation and Compliance: Ensure all necessary account documentation is completed, with thorough tracking for seamless account management.

Qualifications

• Video Submission: To stand out, submit a 2-4 minute video introducing yourself (provide us with a URL where we can view the video within your resume or cover letter). We’re excited to see your personality! If you don’t provide a video, please include a cover letter explaining your fit for the role.
• The ideal candidate should possess meticulous planning, time management and communication skills and be able to handle multiple projects simultaneously.
• Experience:
  • 2+ years in SaaS onboarding.
  • 2+ years in eCommerce, preferably with hands-on management of listings and sales on marketplaces like eBay, Amazon, Walmart, and platforms like BigCommerce or Shopify or in training sellers on managing these tasks..
  • Preferred: Experience with multichannel eCommerce software such as SureDone, Channel Advisor, Solid Commerce, Feedonomics, SellerCloud, Spark Shipping or similar platforms.
  • Experience with e-commerce in the automotive, motorsports or powersports parts and accessories space, including a familiarity with fitment, is preferred.
• Technical Skills:
  • Intermediate Excel proficiency (including vlookup and handling large datasets) required.
  • Ability to break down business processes and functional needs into development scopes for our development team to create automations or enhance SureDone.
  • Familiarity with APIs, XML, JSON, and CSV formats is a plus.
• Additional Skills:
  • Strong communication skills, both written and spoken, that demonstrates professionalism and attention to detail, and with excellent grammar and spelling.
  • Experience with remote training or person-to-person instruction.
  • Ability to multitask and manage multiple projects with strong organizational skills.
  • Understanding of de-escalation methods.
• Work Requirements:
  • Fluent English, with clear and professional communication.
  • Consistent availability during Eastern Time Zone hours (8am-5pm or 9am-6pm).
  • Authorized to work in the US, with a permanent US address preferred.

Additional Information

Compensation:

Completely dependent on your experience and location, but compensation ranges from $40k-$60k/year.

Available benefits include:

• 100% coverage of medical, dental and optical insurance for you with extra compensation if you opt-out with existing coverage.
• 401k
• Flexible Spending Account (Both healthcare and dependent care)
• Free membership to TalkSpace
• Free access to HealthAdvocate
• Supplemental Life Insurance
• Supplemental short term and long term disability
• Paid Time Off
• Work from anywhere in the world
• Supportive team environment

Position Type

• Full-Time (Fully remote)