Customer Onboarding SpecialistCompany:
SimilarWeb is the industry standard for understanding the digital world. SimilarWebs market intelligence solutions provide customers with the insights into their digital market for any website or app across all industries worldwide. Hundreds of thousands of businesses, including Ebay, LOreal, Google and AirBnB, use SimilarWebs insights to understand, track and grow their market share.
The Customer Onboarding Specialist is responsible for understanding our customers goals and desired business outcomes and implementing SimilarWeb solutions into the customer workflow, including customer discovery calls, training and education.
The Customer Onboarding Specialist will collaborate with our Customer Success Managers, team leaders and the Education team to learn the customer strategy and build the ground for the customer success using SimilarWeb.
If youre passionate about working with customers, a teamwork player and know your way around the digital world, this is the right position for you.
This is a full time position reporting the Head of Customer Journey, based in Tel Aviv.
A day to day as a Customer Onboarding Specialist means...
Chart the roadmap to success for individual clients, across their journey with SimilarWeb
Train and educate clients on the different SimilarWeb products ensuring the best customer experience
Maintain a deep understanding of the use case for SimilarWeb in the customer industry
Lead engagements with clients post-sales and collaborate with Customer Success Managers in building the ideal customer journey
Monitor, Measure and Map the customers onboarding and status.
Advise Customer Success management about risks, new opportunities and help them see the full picture to build the customer strategy plan
Coordinates resources needed to complete onboarding tasks, on time and with high levels of quality, and proactively seeks out the assistance of others to determine solutions for complex issues and roadblocks.
Communicates and manages internal and external onboarding requirements and expectations with customers and internal stakeholders.
Becomes and expert on SimilarWeb products and best practices.
Advises customer on best practices, including business processes, and serves as the primary client contact during onboarding.
Keeps record of customer interactions and completed setup steps in our CRM system (Salesforce.com).
Exceeds the satisfaction expectations of our customers and helps customers realize value from SimilarWebs products within a prescribed committed timeframe.
What will I bring to the team?
1+ years of software implementation or customer onboarding experience preferred.
Excellent interpersonal, verbal and written communication skills.
Customer facing experience - Must
Strong empathy for customers AND passion for education and training
Well organized and attentive to details with demonstrated time management skills.
Deep understanding of value drivers in onboarding and customer success
Demonstrated desire for continuous learning and improvement
Experience working in SaaS companies and Digital Marketing - Must
Fluent English - Must
Bachelors degree with one to two years experience in a customer service related role.
Comfortable working in a fast-paced SaaS environment and the ability to handle multiple onboarding accounts simultaneously.
High level of professionalism and the ability to maintain an enthusiastic, service-oriented attitude under pressure.
Self-motivated by results and driven toward excellence in service.
Ability to work independently with minimal supervision while exercising sound judgment.
Eagerness to learn and grow with a thriving company!
Why choose SimilarWeb?
Impact: We are changing the way decisions are made. We provide insights that help businesses understand the digital world, their market and their competition. With our digital market intelligence businesses can put their own data into context and make real data-driven decisions.
Talent: We bring together the industrys brightest minds. We recruit only the most talented ambitious professionals who are eager to work hard, take chances and share ideas. Our passion, enthusiasm and drive for success are why we win together.
Opportunity: We are the perfect place to grow. SimilarWeb has been named one of com 15 Israeli Startups to watch in 2017 and one of Business Insiders Top 50 Enterprise Startups to bet your career on. Were expanding our global team rapidly while taking pride in developing our people and promoting from within.
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