Aug 16, 2023 - Casebook PBC is hiring a remote Customer Onboarding Specialist. 📍Location: USA.
You’ll join us as a member of the Customer Experience team at Casebook which includes Support, Success (Onboarding, Adoption, Retention & Expansion), Education & Engagement, and Operations. You will report directly to the Success team manager. Our team is all remote and yet very tight knit. You’ll be a great fit if you are a person who is curious and loves to constantly learn new things, passionate about technology and a do-it-yourselfer that is comfortable with learning new systems and new ways to do things very regularly. You’re detail oriented - you’re well organized and able to track what’s going on with your 20-30 active customer projects in the various systems provided and love to analyze customer data so that you can guide and advise your customers toward the value they seek. You are passionate about social change because that’s why we’re all here. And, equally importantly, you like to have fun!
What you will be doing:
Customer Experience is the core of our operation and key to supporting Casebook’s mission to ‘help the helpers’ in Human Services. The Customer Experience team aspires to ensure our new customers realize value by deploying Casebook to support their staff's service to our nation’s most vulnerable populations. Customer Onboarding is a customer-facing function that interfaces with our customers to understand their needs and manage the implementation of our platform in their organizations. The Onboarding Specialist is part of the team that represents the face of the company to new customers and ensures a timely and effective onboarding, and manages the execution of additional service purchases.
The Onboarding Specialist is part project manager, part configuration specialist or software expert, and part relationship manager. As an onboarding specialist, you will serve as the lead advisor to customers, running their onboarding experience and helping them to achieve their desired objectives with Casebook.
As the key contact in a transition, the Onboarding Specialist works with customer stakeholders and internal teams to facilitate the successful implementation of our platform and its services in a way that solves problems in their organizations and creates value to propel them forward toward their own missions. This role is part project manager (planning, tracking, reporting, follow-ups), customer satisfaction and outcomes (e.g., working with customer support, product management, design and engineering, tracking metrics, managing the creation and maintenance of knowledge assets, training, etc.) and part trainer/guide.
During the course of a week, you may be:
Casebook PBC is also an equal opportunity employer.At Casebook PBC, we appreciate the value of diversity, and strive to create and support a workforce representative of the population we serve.Casebook PBC is committed to creating an inclusive and respectful environment for all employees, and does not discriminate on the basis of race, color, religion, sex, gender expression and identity, national origin, political affiliation, sexual orientation, sexual and reproductive health decisions, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or any other non-merit factor.
Reporting Information: Reports to the Chief Customer Officer.
Culture and Benefits Summary: Casebook PBC is proud to be a certified Great Place to Work: https://www.greatplacetowork.com/certified-company/7015438
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