Responsibilities
- Lead 20-30 minute onboarding sessions with new customers to initiate platform setup.
- Guide customers through configuring company details, technician lists, review collection paths, and CRM integrations as needed.
- Collect and verify essential setup data during onboarding calls.
- Communicate clear next steps and post-call actions to customers.
- Ensure each customer either completes onboarding or has a documented obstacle and follow-up plan.
- Verify completion of pre-onboarding forms prior to starting the call.
- Review submitted customer data and pre-configure available settings ahead of time.
- Confirm attendance by key decision-makers or administrators such as owners, office managers, or CRM leads.
- Reschedule calls if prerequisites are unmet, following defined gating procedures.
- Collaborate with Sales teams to ensure smooth transitions for early-stage customers.
- Assist customers in setting up integrations with supported CRMs like ServiceTitan, AccuLynx, Jobber, or Housecall Pro.
- Address and resolve common technical issues during onboarding in real time.
- Escalate complex technical problems to engineering, product, or specialized support teams with detailed context.
- Maintain up-to-date knowledge of supported CRM integrations and standard configuration workflows.
- Identify recurring integration challenges and document them for process refinement.
- Drive customers toward activation, defined as capturing their first verified review.
- Support customers in completing necessary actions to begin using the platform effectively.
- Monitor progress on key milestones including technician setup, review path configuration, and first verified review.
- Follow up with recently onboarded customers to track activation status.
- Quickly identify and resolve barriers preventing activation.
- Consistently apply the established onboarding process across all customer engagements.
- Record common pain points, customer inquiries, and repeated setup difficulties.
- Report gaps in the current onboarding playbook to leadership for improvement.
- Contribute to updating onboarding materials such as forms, video guides, SOPs, emails, checklists, and documentation based on performance.
- Maintain consistency in onboarding while preserving a personalized customer experience.
Work Arrangement
Remote (Worldwide)
Other
- Full-time position requiring 40 hours per week
- Preferred time zone: Eastern Time
- English proficiency required; CEFR level must be specified
- A 1-minute introduction video is required, preferably using Loom
- Resume must be in English and follow the provided template
- Submission of the video grants permission for it to be shared on company platforms
