Customer Onboarding Specialist - Remote

Overview

As an Onboarding Specialist for Fleetio's Onboarding Services team, your job is to ensure our customers fully adopt our fleet management and maintenance software platform. You'll achieve this by establishing a strong rapport with key stakeholders and executing a process-driven onboarding experience. You'll work directly with customers to document their desired outcomes, complete product training, configure their Fleetio account, import their data, and roll out the product to their users.

In Short

• Work closely with customers to assess their goals and existing business practices to ensure onboarding alignment, proper account setup, and implementation support
• Track tasks against a schedule, execute onboarding efforts, and coordinate with internal staff to ensure milestones are met on a timely basis
• Measure and track customer onboarding outcomes
• Share the voice of the customer as you partner with Engineering, Marketing, Product, and Sales to deliver a best-in-class customer experience
• Become a trusted resource for software and productivity trends in the fleet management domain

Requirements

• At least 3 years of experience in a customer-facing role in a SaaS environment (experience in customer success or support with an emphasis on training or implementation)
• Experience working with our tools — Project Management tool (Gainsight), CRM systems (Salesforce), online project management tools (Asana) and internal communication tool (Slack)
• Strong Excel skills + comfortable manipulating and importing large amounts of data
• Impeccable written and verbal communication skills and the ability and ease to interact with every level of customer to quickly build trust
• Your work is meticulous and precise when executing a task. When it comes to details, you are painstakingly accurate and consistently thorough all while managing your time appropriately
• Strong team player, but also a self-starter who can work autonomously
• Empathetic - you want to help and serve our customers to become natural Fleetio evangelists
• You are passionate about organization and can adhere to and improve organizational systems. If there's a way to reduce redundant work, you're on it
• Comfortable with change, experimenting, and trying new ideas

Benefits

• 100% dental/health coverage (50% for family)
• Vision insurance
• Incentive stock options
• 401(k) match of 4%
• PTO - 4 weeks
• 12 company holidays + 2 floating holidays
• Parental leave- birthing parent (16 weeks paid) non-birthing (4 weeks)
• FSA & HSA options
• Short and long term disability (short term 100% paid)
• Community service funds
• Professional development funds
• Wellbeing fund - $150 quarterly
• Business expense stipend- $125 quarterly
• Mac laptop + new hire equipment stipend
• Monthly catered lunches
• Fully stocked kitchen with tons of drinks & snacks
• Remote working friendly since 2012 #LI-REMOTE