Customer Onboarding Specialist

Job Description

Job Description

About the Job

As a Customer Onboarding Specialist, you are the first interaction our end users have with the product. This role will be primarily focused on ensuring that our end users have all of the tools and training needed to turn their sign into a best-in-class advertising tool. You will also work cross-functionally, through all departments… sales, tech support, accounting, manufacturing, and engineering to ensure the needs of our partners are met through world-class service and support.

You will be responsible for introducing partner companies and end users to our product, and assisting partners with successfully selling the Cirrus product. This will be done through proactive communication and post-sale training.

Aligning to our core values is imperative to contribute to delivering the best product possible to the market while making Cirrus a great place to work and grow as a human being.

This role is on-site at our Headquarters office in Portsmouth, NH.

Job Duties

Forge meaningful connections with new customers, ensuring they're equipped and prepared for their product experience.

Maintain meticulous records within our CRM system, ensuring accuracy and completeness at all times.

Proactively engage with customers to gather any missing information vital for our CRM records.

Deliver comprehensive post-sale training to empower partners in effectively promoting and utilizing the Cirrus product.

Nurture ongoing communication channels with new customers to guarantee their satisfaction and success post-purchase.

Act as a dedicated liaison for new customers, addressing inquiries and concerns with diligence and expertise.

Provide invaluable assistance to the tech support team, offering insights and solutions for software-related queries.

Serve as a conduit for customer feedback, liaising with our development team to address bugs and introduce desired features.

Drive continuous improvement initiatives, refining processes to elevate the standard of our customer service provision.

Contribute to the maintenance of software help sections and instructional videos, ensuring resources are current and accessible.

Conduct internal training sessions to familiarize employees with our proprietary software.

Collaborate effectively with the sales team, lending support during sales calls and strategizing on customer acquisition approaches.

Undertake research endeavors to identify real world example signs for prospective SMB customers to visit.

Fulfill ad-hoc tasks and projects as required to support team objectives.

Cirrus Core Values : What we look for in a teammate.

Bring Passion : We take pride in our work and bring our BEST to all interactions with our customers and teammates. We encourage rigorous discourse to improve the customer experience each and every day.

Quality : Quality isn’t a catchall phrase.  It is an action plan that requires hard work and focus to achieve. Step by step we strive to build quality into everyday processes and products to achieve our collective success.

Winning Takes a Team :   Show genuine commitment, be flexible, get involved, be reliable, help and support others, and move our company forward.

Remove Friction : Eliminate roadblocks in the way of smooth operations by promoting and embracing changes geared towards making things easier.  Be bold!  Don't settle for "That's just the way it is."

Respect : An individual who communicates and conducts themselves in a polite and positive manner, and encourages others around them to do the same; without judgment of peers regardless of rank, position, age, gender, or race.

Innovate Every Day : Have the courage to challenge what is perceived as conventional or typical. Be observant of surroundings and outspoken about ideas and changes that will positively impact people.

Skills and Qualifications

Ability to learn the sign business, and how we can drive value to customers

Excellent communication and listening skills, including phone interaction

Great interpersonal skills

Independent / self-starter; able to take initiative

Practical knowledge of general technology

Working knowledge of GoogleSuite and Social Media tools

Prior experience within sign or software industry is a plus

Physical Requirements

Must be able to sit or stand for long periods of time

Close visual focus required

Position requires the use of a keyboard, headset, and laptop for a full workday

Ability to lift, carry, and move up to 50 lbs.

Compensation

Hourly, non-exempt