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Onboarding Specialist

ShipStation is currently seeking technically savvy individuals who are looking to help our Users succeed. Your role as a Onboarding Specialist is the determining factor for continuing the rapid growth of our user base. In this role, you will ensure that our users are set up with their new Trial Accounts, provide an overview of our platform, determine if our users have or have not identified: stores, marketplaces, carriers, etc…gain an understanding of their monthly shipping estimates & business goals and connect them with our Internal Account Managers who will assist them in discovering how to best use our software to help them grow and conduct their business.

RESPONSIBILITIES

Onboarding new users to ensure they are setup for maximum success

Understand clients’ business and communication challenges to help them successfully implement solutions.

Learn and maintain a deep expertise of ShipStation’s best practices to provide ongoing value and support to our customers

Maintain necessary communication and track 30 Day activities to ensure user software adoption.

Ensure proper and consistent documentation via Salesforce as it pertains to the status of new users and their growth with ShipStation.

Work with our Account Managers to schedule product demos, manage client expectations and ensure that the Onboarding Team obtains all information necessary for a smooth transition.

Analyze, organize and communicate User feedback to the Pre-Sales Team, Account Managers, Enterprise, Support & Engineering Teams

REQUIREMENTS

Energetic and results driven; you can quickly think on your feet. You are comfortable on the phone talking to customers, providing guidance, feedback and support while working closely with our users and internal team members. You have the ability to explain technical concepts in an easy to understand manner.

You're excited to be in a fast-paced environment – similar to a start-up.

You are a team player who takes pride in your work and are willing to go the extra mile to ensure the job is done right.

You are an unbelievable communicator who is upbeat, driven, and well-organized

You share a passion for technology, and love helping others understand the concepts and nuances.

You like to get your hands dirty and are energized by working with a dynamic and supportive team.

You are empathetic to the challenges that are unique to the various users and business models we encounter and are able to address client needs and concerns at the onset of the trial period to avoid unnecessary confusion

Excellent organizational and time management skills with an emphasis on Salesforce Documentation

Positive and effective communication skills both written and verbal

Ability to maintain 75 Phone Connections and 10 Scheduled Demos for Account Managers Daily

 

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