[Hiring] SaaS Onboarding Specialist @Housecall Pro

Role Description

As a Specialist, Onboarding, you are a professional who thrives in ensuring a seamless and positive onboarding experience for our service professionals (our Pros) to our platform. You are responsible for coordinating and facilitating customer onboarding, while providing exceptional customer service and answering Pros' questions and concerns.

• Own relationship during initial onboarding phase for new Pros including account activation and transition, adoption and product utilization, relationship building, and delivery of product and service value.
• Serve as the primary and dedicated resource for Pros during their early lifecycle, ensuring a smooth transition from sales through onboarding.
• Reinforce and “resell” the value of HCP, helping Pros build confidence in their decision and driving early product adoption.
• Effectively communicate client information, trends, and feedback across teams (i.e. Sales, Marketing, Engineering, and Tech Support).
• Partner cross-functionally to support Pro success, especially collaborating with Account Managers to mitigate risk, drive retention, and ensure long-term growth.
• Develop, prepare, and nurture our Pros for advocacy, using a consultative and empathetic approach.
• Identify opportunities for expansion, recommend areas for improvement, and proactively look for ways to better our Pros experience.
• Manage details, timelines, and action to drive efficiency.
• Improve our Pros opportunities by leveraging qualitative and quantitative analysis.
• Develop processes that distinguish our brand by exceeding customer expectations in support delivery.
• Eloquently troubleshoot technical issues, have deep product knowledge, and think outside the box for solutions.

Qualifications

• 1-3+ years experience in full-time customer success, implementation or sales.
• Bachelor's degree or equivalent experience in a related field.
• Proven success in developing relationships with new customers and exceeding success metrics.
• Ability to work the scheduled shifts: Monday - Friday 9am-6pm PST.
• Advanced English proficiency.

Requirements

• Self-starter with motivation, drive, and ability to work in a fast-paced environment.
• Strong problem-solving skills.
• Excellent written and verbal communication skills.
• Prompt attention to detail.
• Strong time management and organizational skills.
• Experience using AI tools to increase quality and efficiency of work.
• A natural curiosity backed by action; you are multi-dimensional (volunteering, creative outlets, side projects, hobbies, athletics), with a proven ability to successfully start over, learn from scratch, and thrive in new environments.

Benefits

• Paid holidays and flexible, take-it-as-you-need-it scheduled time off.
• A culture built on innovation that values big ideas, no matter where they come from.