Onboarding Specialist

Onboarding Specialist (Product Specialist / Project Manager Hybrid Role)

As an Onboarding Specialist, you will support customers to fully adopt our MarTech software platform. You'll achieve this by establishing a strong rapport with key stakeholders and executing a process-driven onboarding experience. You'll work directly with customers to document their desired outcomes, collaborate with sales and customer success to ensure a smooth transition in and out of onboarding, deliver onboarding trainings and support other members of the Services and Provisioning teams throughout the onboarding process to ensure timely project delivery.

Acoustic is a modern software platform that helps thousands of organizations around the world manage their marketing communication. In this role, you'll manage a portfolio of onboarding projects representing a diverse set of customer industries and geographies. In addition, you'll work with and be supported by several other Acoustic teams and integration partners as you lead our customers through their onboarding journey. We're looking for a highly organized, detail-oriented, and tech-savvy team member who excels at optimizing processes to help customers adopt new technology. If this, is you, we encourage you to apply!

What You’ll Do

• Training and Onboarding begins with our Customer Onboarding Team. Meet partners and learn the Acoustic way!
• Work closely with customers to assess their goals and existing business practices to ensure onboarding alignment, proper account setup, and implementation support.
• Possess project management hands-on skills including resource planning, dependency/issue/risk management, tracking and reporting.
• Track tasks against schedule, execute onboarding efforts and coordinate with internal staff to ensure milestones are met on a timely basis.
• Prepare and conduct training programs via MS Teams and recorded webinars.
• Communicate regularly with customers to provide project status and establish a relationship of accountability to ensure on-time delivery of the product
• Measure, track and analyze results to optimize onboarding programs.
• Strive for 100% customer satisfaction and happiness during the onboarding process.
• Share the voice of the customer as you partner with Provisioning, Sales, Product, Services, Customer Success and Support to deliver a best-in-class customer experience.
• Become a trusted resource for support throughout the Customer Onboarding Team.
• Maintain detailed understanding of the Acoustic product family and services methodologies to apply within customer engagements.

Requirements

• At least 2 years of experience in a customer-facing role in a SaaS environment (experience in customer success or support with an emphasis on training or implementation).
• Experience working with our internal tools CRM systems (Salesforce), online project management tools (Trello), and internal communication tools (Slack).
• Impeccable written and verbal communication skills and the ability and ease to interact with every level of customer to quickly build trust.
• Strong team player but also a self-starter who can work autonomously.
• The ability to manage multiple projects and customers
• The ability to collaborate and thrive in a fast-paced, dynamic, and evolving environment.
• Fluent in English and Spanish.

Nice to Have

• Bachelor’s degree in a related field required, unless there is significant, relevant work experience.
• Previous experience in the MarTech Industry
• Project management certification such as Certified Associate in Project Management (CAPM), Certified Project Management (CPM) or equivalent.