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Onboarding Implementation Coordinator
| Company | Later |
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| Location | Boston, MA, USA |
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| Salary | $70000 – $76000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior |
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Requirements
- 5+ years of experience in a similar role within a SaaS company or related field
- Demonstrated ability to lead projects, manage stakeholders, and mentor team members
- Exceptional interpersonal skills with a customer-first approach
- Ability to manage multiple projects and work cross-collaboratively while meeting deadlines and ensuring customer satisfaction
- Familiarity with SaaS platforms and ability to translate technical concepts into non-technical language
- Advanced written and verbal communication skills, including experience delivering live training or presentations
- Exceptional analytical and problem-solving skills, with the ability to adapt to new products, strategies, and objectives
- High proficiency with CRM tools (e.g., Salesforce), project management software (e.g., Asana), and collaboration tools (e.g., Slack, Zoom)
Responsibilities
- Lead customers through the end-to-end onboarding process, executing a value-driven experience
- Provide high-touch support to ensure customers achieve key milestones and realize the full potential of the product within the onboarding period
- Execute implementation processes to ensure customers receive platform access in a timely manner
- Manage timelines and drive process improvements to enhance the customer experience
- Utilize industry best practices to guide customers through launching and managing their first influencer marketing campaign
- Align campaigns to the customer’s goals, timelines, and key performance metrics to ensure success
- Tailor the onboarding experience to each customer, focusing on appropriate use cases and strategic adoption techniques to empower them with the knowledge to use the platform effectively and achieve their influencer marketing goals
- Work with the appropriate teams to address and resolve technical challenges during onboarding
- Drive collaboration with Sales, Account Managers, Customer Support, Marketing, and Product teams to ensure alignment on customer goals, optimize customer outcomes, and provide a smooth and timely handoff process
- Take the lead on creating and maintaining onboarding materials, resources, and best practices to streamline processes
- Proactively lead the improvement of enhancing onboarding and implementation workflows by leveraging feedback, analytics, and industry best practices
- Act as a customer advocate by gathering feedback from customers, communicating insights to internal teams, and working with our Product teams to advocate for and drive improvements.
Preferred Qualifications
- Familiarity with Influencer Marketing
