Onboarding Specialist

As Senior Onboarding Specialist, you’ll be responsible for ensuring a frictionless onboarding experience for new customers and providing them with the information that properly manages expectations and sets them up for success. This role is at the intersection of customer success and product thinking.

Requirements

• You have experience working on the onboarding experience of a B2C product and you have seen a product go through multiple phases in its evolution.
• You’re analytical and comfortable making cases with data.
• You recognize good design and aesthetics for a great user experience.
• Experience developing product specs and writing user stories is nice to have, but it’s not a requirement.
• You have experience working with CRM tools like Customer.io, Intercom, Freshdesk, etc.
• You understand the key product and user metrics and how they drive business impact.
• You understand that making onboarding frictionless is paramount for the user experience – not vanity industry averages.
• You have experience working in a customer support capacity.
• Experience working with B2B customers is a nice-to-have, but it’s not a requirement.
• You have experience driving growth initiatives.
• You are comfortable with analyzing user data and helping to drive product decisions.
• You’re comfortable working with the core product and engineering teams.
• You have a very experimental mindset, and understand that the work with improving the onboarding experience is never truly done.
• You have strong written and verbal communication skills and are keen on getting better at both.
• You’re comfortable working effectively in a fast-paced, and ambitious early-stage team.
• You take ownership of your work.
• You’re hungry to take your skills to the next level and become truly world-class.

Responsibilities

1. Ownership of the onboarding experience.
   • You’ll be the biggest and most proactive advocate for improving the onboarding experience for our customers, individuals, and businesses alike.
   • You’ll be responsible for designing and optimizing an onboarding flow that continues to improve the customer experience and directly drive business impact.
   • You’ll always have the onboarding metrics that matter at your fingertips.
   • Deeply understand Eden’s customer profiles, identifying each of their needs, and extracting actionable insights for the rest of the business.
   • You’ll be responsible for educating new customers about the product, managing their expectations, and setting them up for a delightful customer experience.
   • You’ll create, maintain, and improve upon repeatable processes, resources, and frameworks that drive rapid acquisition.
2. Cross-Functional Team Collaboration.
   • You’ll be working in partnership with the Product and Engineering teams to collect and track feedback on a regular basis. In the short term, you’ll take ownership of fixing the problems. In the long term, you’ll work to ensure that it finds its place in the Product roadmap. Your approach will be data-driven and keep user-focused design top of mind.
   • You’ll be working with the Customer Success Team to ensure proper management, education, and retention of new customers.
3. Reporting and Analysis.
   • You’ll keep a weekly report of the progress of customers along the onboarding stage of the funnel.
   • Your report will explore a couple of questions, most importantly: why are leads not becoming customers? What barriers can we create to eliminate this for them to become customers?