Client Onboarding Specialist

Client Onboarding Specialist

Location: Fully Remote, USA

Contract Type: Full time, permanent, subject to successful probation, 40 hour week, EST time zone

Interviews: Max 3 stages totalling around 3.5 hours

Reports to: Head of Revenue, Emily Baldwin

Salary: We have benchmarked a base salary of $45,000- $50,000 dependant on experience

Why join us? 👋

We are a profitable SaaS business servicing the needs of international law firms and government departments, mostly in the USA and UK. We’re on a mission to help our clients become as efficient as possible when it comes to managing huge volumes of information - so that lawyers and business leaders can stay on top of the news that matters, and as a result make faster and better decisions.

Our enterprise news aggregation and alerting platform is used by law firms and other organizations across the globe. We are passionate about what we do - particularly, our Customer Success department. This is where you come in.  We’re looking for an equally passionate Client Onboarding Specialist, located remotely, within America, to join our Customer Success team of 5 and to provide total customer satisfaction through training and all communication channels i.e. phone, email and web.

We would love to hear from you if you have the criteria below: 📬

• You have at least 3 years experience in a dynamic Client Success role - it’s a bonus if this has been serving Enterprise customers in the (high growth) tech/software industry
• At least 2 years experience in onboarding and training clients, preferably in a SaaS or technology environment
• You have proven experience offering excellent customer service within a SaaS environment and are naturally customer focused – you love chatting to people and making them happy and successful
• You are a confident, articulate and an attentive communicator. You are fluent in both written and spoken English
• You have proven negotiation and problem-solving skills and have experience dealing with working in a fast-paced environment
• You have excellent administration skills and follow through and have a proven ability to effectively execute defined processes
• You have a meticulous eye for detail, and you often notice the finer points that others may miss
• You are self-motivated with a results driven approach
• You have the right to live and work in the USA

Nice to have: ⭐️

• B.A. (Hons) Degree in a related field
• Practical experience with SaaS tools
• Experience with Librarians or Law Firms
• Worked within a remote company and team

The day-to-day job: 🧰

While the below is not an exhaustive list of your duties, it outlines the bulk of the role on a day-to-day basis.

• Initially your role will help to cover a period of maternity leave and will be heavily focused on learning and performing the full breadth of skills within the customer success team in support of that
• You will develop a deep knowledge of the Vable software and you'll develop training materials for both our internal teams and our customers, ensuring they can maximize the value of our software
• Partner with our customers to effectively resolve issues and answer questions through phone, email and live chat
• Provide training to clients and trialists of our platform, design and develop interactive eLearning modules, video tutorials, and other digital learning assets for our product
• Offer and deliver first class customer and user experience
• Manage the onboarding of new clients
• Collaborate with product managers and subject matter experts to understand product features and translate them into clear, concise learning/training content
• Write knowledge articles for publishing in our online help desk.  Creating and maintaining a library of product training materials, ensuring content is up-to-date with the latest product releases
• Be an advocate for our users and work directly with our Engineering team to help improve our products
• Diagnose software issues and engage with our Product and Engineering teams, providing insight into client use cases and being an integral part of shaping the future development of the platform
• Implement creative solutions to proactively resolve potential issues for customers at first point of contact.  Gather and analyze user feedback to continuously improve training materials
• Collaborate with internal colleagues, such as our Sales team, and identify opportunities for existing customers to expand their use of our platform and services
• Show composure, resilience, and flexibility as customer needs evolve and case volume changes
• Maintain our reputation as an industry-leading Customer Success team, where the emphasis is on delighting the customer and offering the best training

About you: 👀

As a successful Client Onboarding Specialist, we know you will be an excellent communicator and listener, and will be confident, thorough and meticulous. We will also be looking for the following:

• You have an interest in technology and have prior experience of ticketing systems such as Intercom and Zendesk.  It will be advantageous if you have used internal software such as Slack for communication and monday.com for project management
• You can work well under pressure, prioritize your own own workload and work on your own initiative
• You have great attention to detail and can spot a typo quickly and have good analytical/problem-solving skills
• You thrive in a dynamic environment and are comfortable with ambiguity
• You’re passionate about working with customers and finding solutions that make their goals possible.  You can adapt quickly to changing priorities and the needs of customers
• You have a love of learning, producing engaging training and enjoy sharing knowledge
• You are an outstanding communicator
• You are interested in further developing your technical skills
• You are able to work effectively within a decentralized team and can keep the relevant colleagues in the loop via Slack and other means while understanding that we are fully remote and all communication is transparent and easy to follow
• You know how to listen and make other people smile 😊

✨We’re proud of the culture we’ve built at Vable, and as a Vabler, we expect you to contribute positively to our workplace culture by embracing our core principles ✨

• We are Kind and Empathetic = Our behavior and words assume the best in people, we ask, we care and we listen.  Our feedback is kind, but direct.
• We are Always A Team = We are a globally dispersed team. We are bound together by accountability to ourselves and others.
• We are Curious = A bunch from various backgrounds. We plan things out, push the boundaries, challenge the status quo and ask questions, a lot.
• We Take Ownership and Deliver = We care deeply about the work that we do and strive for excellence. We are focused on our goals and love the details.  We deliver and if we don’t we have the data and insights as to why not.

🟢 Why work for Vable?

• We have a culture that we protect, we value the contributions each Vabler makes.
• We encourage continuous learning so you can stay up to date. A yearly budget of $250 is made available to each Vable employee for continuous learning and development.
• You have autonomy in your work and are trusted to take ownership.
• We encourage creativity and like new ideas and concentrate on the cultural add.
• A MacBook, monitor and other required technical equipment is provided when you join.
• 33 days of paid leave a year, inclusive of public holidays, based on where you live (USA).
• 401k contributions and healthcare coverage following a successful probationary period.
• An Employee Assistance Program through Oliva.
• We like our virtual socials and really do like to get to know everyone in the team.
• We are well established and have been around for 19 years, with an excellent product.
• Your fellow Vablers are great and are very supportive and encouraging.

❌ Why it might not be right for you? 

• We are a 40 hour week, Mon-Fri and have core hours, unless stated otherwise or agreed. Being a small, remote team, this is how we operate and you are expected to be available in those times.
• There are weekly meetings and people are expected to attend and contribute.
• If your attention to detail is average, this won’t work as we need someone with exceptional attention to the small details.
• We offer continuous feedback and recognition, everyone has the opportunity to challenge ideas, ask questions and introduce new ideas. If this makes you uncomfortable, we are probably not a good fit.
• One of our core values is taking ownership and delivering, and everyone is expected to be accountable for their work.
• We have set behaviors and values that every Vabler is expected to adhere to and this is non-negotiable.

Interview Process 💌

• Intro Call: You will meet a member of the People team for a 30 minute Zoom call; you don't need to prepare anything in advance. 
• Personality & Role Specific Tests, please note this may come before or after intro calls depending on the number of applicants that we receive.

• Interview: If we’re both excited to proceed, you will be invited to a second stage interview with Emily, Head of Revenue and another applicable manager. 
• Final Interview: Will be with other team members within Vable and will be a chance to explore anything needing clarification. 

A presentation will be part of the later stages of the interview and further information will be provided in advance.

🎥 We record all of our interviews, with your permission. It makes it easier as we are globally distributed.

Vable is an equal opportunity employer. All applicants will be considered for employment regardless of race, religion, sex, sexual orientation, gender identity, national origin or disability status.