Customer Onboarding Specialist
Optix
- Vancouver, BC
- $55,000-65,000 per year
- Permanent
- Full-time
- 2-3 years of experience in a customer support, success or sales role with a technology company
- Your writing is clear, concise, empathetic and typo-free
- You have exceptional verbal communication skills over phone and video calls – speaking to new people every day and building relationships excites you!
- You have experience with helping people or businesses use and get the most out of software and managing multiple relationships at once
- You have experience with product education and training in both 1:1 settings and virtual group settings
- You obsess about the details and getting them right
- You're passionate about offering positive, interactive, and delightful customer experiences
- You have strong time management skills and are able to work independently
- You question the status quo, take ownership of your work, and proactively identify and address issues and opportunities
- You are excited about the world of customer success in SaaS, and the emerging best practices in this field
- You like to move quickly and have a great sense of humour
- You are ambitious, yet humble and quick to support your fellow teammates
- Previous experience in a B2B SaaS environment
- Proficiency using Intercom, Hubspot, and/or Jira
- Be the primary point of contact for our clients serving as a product expert and answering product-related questions via chat, email and live calls
- Foster relationships with clients to establish yourself as their partner and build advocacy for Optix within our clients’ organizations
- Schedule, manage and facilitate onboarding sessions to introduce new clients to the Optix platform
- Assist with the implementation of Optix for new clients, support with client adoption of new features and functionality, helping them to reach critical milestones
- Ensure clients gain the full value of the Optix platform throughout their entire lifecycle by supporting with resource development, ongoing education tools, and account management support
- Keep track of clients' engagement with the platform to highlight key accounts and potential growth areas
- Support the product's development by capturing ongoing client feedback
- Work with the technical support team to ensure client issues and feedback are addressed
- Execute on strategic customer success initiatives to support the growth of the company
- Competitive salary compensation
- Employee Stock Option Plan offering
- Excellent health and dental coverage program provided by Sunlife
- Mission-driven workplace experience with a positive, collaborative and supportive team culture
- Personal and professional growth opportunities
- Healthy snacks and locally roasted coffee – slow pour is our jam
- Team lunches and socials
- Annual health and fitness credit
- Fun offsite activities that allow us to reconnect as a team
- A beautiful, waterfront Gastown office and a flexible hybrid workplace plan.