Podium is a suite of messaging tools for local businessUsing our platform, businesses of all sizes can connect with customers via text to do things like request payments, collect reviews, and sell products, in a modern, convenient wayOur work streamlining this process for local businesses has awarded us recognition on top industry lists, such as forbes’ next billion dollar startups, forbes’ cloud 100, the inc5000 (#13), and fast company’s world’s most innovative companiesFor more about our productPodium has a positive, diverse, and supportive culture and was recently named one of incMagazine’s best workplaces for 2021 (4 years in a row)We look for people who are curious, creative and work to be a little better every dayIn our work together we embody our values: be a founder, murder drama, and enjoy the ride.
The onboarding manager is a vital part of the podium teamResponsible for the initial implementation and onboarding of new customer accountsResponsible for the organization and management of account connections, integration fulfillment, tailored team trainings for all locations in any given account, resolving customer issues, and customer usage monitoring to bring about the successful completion of new customer implementationThe implementation specialist also has a major role in creating new processes internally and needs to be able to adjust quickly to changing circumstances.
What you will be doing:
Primary contact during first 60 days of new customer experience
Podium product expert
Manage potential escalations within first 60 days
Coordinate all account connections (product and integration related)
Ensure product adoption through various outreach methods and health scoring of accounts
Ensure effective hand-off to csm’s after onboarding period is over
Conduct full-team trainings for all locations in every account covering best practices
Coordinating and responding to client issues
Building new processes and working with different departments to create a smooth implementation experience
What you should have:
1-2 years of experience in a customer onboarding/implementation role (in saas is a plus)
Exceptional written and communication skills
Experience communicating directly with clients
Proven track record of managing multiple concurrent projects with varying complexity levels
Excellent problem solving skills
Self-starter with prior experience navigating complex customer environments
Ability to sort through large volumes of data and drive insights and results
What we hope you have:
Bachelor’s degree.
Experience with gainsight and salesforce
Benefits:
Transparent culture
Work from home
Great opportunities for career growth
Swag
Podium is an equal opportunity employerPodium provides equal employment opportunities (eeo) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.
