About the role Posted : 25 March, 2023

Kiva is a rapidly growing, profitable technology company that still embodies a start-up culture. Our mission is to create solutions to make the work environment easier.

We are hiring a Customer Onboarding Specialist to help set up these high-value customers for immediate success through a clearly defined implementation process. As a Customer Onboarding Specialist, you will educate new customers, help solve technical problems, and ensure the smooth adoption of our products.

Throughout our customer lifecycles, we prioritize delivering a fantastic customer experience, and onboarding is the first step of that process. Because this is a new team, you will have a critical hand in shaping its function within Kiva.

We hope you will be invigorated by the idea of stepping into the unknown, wearing many hats, and dealing with some ambiguity in your day to day. In exchange, you’ll be rewarded with a challenging, fun, and stimulating work environment and excellent customers to work with every day.

Responsibilities

• Own and manage customer relationships from the point of sale through successful implementation.
• Develop measurements to help understand the impact of successful implementation.
• Create initiatives that help to drive successful product implementation.
• Help the customer define their needs and manage their timeline toward seeing value.
• Work with sales, development, and support teams to ensure that each piece of the journey meets customer expectations.
• Respond to customer emails, chats, and calls regarding implementation.
• Complete video and phone calls to ensure that customers are supported during the onboarding process.
• Build evergreen content and resources for customers (and other organizations) to use for education and to drive rapid product adoption.
• Be a Docyrus expert and discuss or educate on any nuance of the product internally and externally.
• Quickly pick up and disseminate any updates to the product, both to your customers and to your internal teams as needed.
• Create repeatable processes, resources, and frameworks to use when onboarding customers.
• Successfully transfer your customer relationships to a customer success manager after onboarding.

Requirements

• Pleasant and straightforward phone and video manner.
• Excellent written communication.
• General technical knowledge of SaaS products (especially CRM and Project Management solutions).
• Organizational skills — you'll be working with many customers, and you'll need to have expertise in place to keep all of their needs organized.
• An understanding of market needs and current use cases of businesses using video.
• Strategically minded — you'll be helping customers come up with their overall strategy with our product!
• Highly self-motivated and driven — you don't need someone hovering over your shoulder telling you what to do all day.
• The ability to shift priorities quickly when necessary.

Nice-to-Have

• Bachelor's degree.
• Experience project managing in a professional context.
• Teaching or educational experience.