[Hiring] Customer Onboarding Specialist @SimplePractice

Role Description

We’re looking for a friendly, eager-to-learn Customer Onboarding Specialist to join our Customer Success team. SimplePractice is built for our customers, and supporting their success is our top priority. We strive to provide unparalleled support and encourage our customers to always let us know how we can improve our products.

In this role, you’ll use your passion for collaboration and technology to provide our customers with a world-class training experience. This role will give you the opportunity to provide tangible value and support to our growing community.

Responsibilities

• 75%-85% time spent is customer-facing and divided between the following responsibilities:
• Drive customer adoption through onboarding and education programs
• Contribute to our ambitious retention goals by increasing our customer’s engagement and adoption of SimplePractice and related features/services.
• Support will be conducted through emails, live onboarding calls, and hosting live classes and webinars
• Stay up-to-date on technical releases and company education to evolve alongside a dynamic product.
• Gain an understanding of the unique customer workflows for each business, and utilize deep product knowledge to confidently make recommendations to suit the software to that customer's needs.
• Address inbound lead and customer questions about our platform’s features
• Schedule live customer onboarding training sessions with video-conferencing.
• Triage incoming customer support emails to specialized CS team members, as needed
• Investigate and troubleshoot complex customer questions using intuitive problem-solving skills and available resources.
• Identify patterns in incoming support emails and chats, and inform leadership about potential issues.
• Contribute to achieving ambitious adoption & retention goals
• Adhere to standard operating procedures, company requirements, and compliance policies to maintain an excellent standard of customer care and personal accountability.
• Implement strategies to directly impact customer adoption and retention.
• Identify and maximize opportunities for potential upgrades and paid add-on feature adoption
• Help identify and recommend potential product enhancements, including for paid add-on features.
• Maintain alignment with the larger Customer Success team and other internal stakeholders
• Identify and report knowledge gaps and work to get them added to our knowledge systems
• Work with other SimplePractice teams to handle customer inquiries when inter-department collaboration is needed

Qualifications

• 2+ years of experience in customer support or service industry, serving a diverse and professional customer base
• Bachelor’s degree from an accredited college/university or equivalent experience.
• Exceptional verbal communication skills and confidence in speaking
• A sense of urgency to complete work efficiently and accurately
• Comfortable with ambiguity to determine the best solution for our customers
• Comfortable with managing a large number of computer-based programs, applications, and toolsets simultaneously to perform job duties (e.g., Slack, Notion, Zendesk, Google Docs, OnceHub)

Bonus Points

• You have the ability to explain complicated concepts in a clear and concise manner
• You’re highly empathetic, patient, and really love helping people
• You have professional written and verbal communication skills, with an emphasis on a warm, friendly, and conversational tone
• You are organized and can ensure that action items are completed fully, even with multiple competing priorities
• You’re self-managing and self-motivating, can organize in a multitasking environment, and can adjust priorities as needed
• Upbeat, enthusiastic, and a team player

Benefits

• We offer a competitive benefits program including:
• Medical, dental, vision, life & disability insurance
• 401(k) plan with company match
• Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays
• Mental health resources
• Paid parental leave & Backup Care
• Tuition reimbursement
• Employee Resource Groups (ERGs)