Customer Onboarding Specialist

Position Overview

The Customer Onboarding Specialist provides exceptional service to ensure a successful onboarding experience for new customers transitioning to MyCase. This role is crucial for establishing a strong foundation that drives customer success and long-term value. The ideal candidate is a motivated individual with excellent customer service skills, a passion for helping others, operational agility, and a blend of technical and interpersonal skills.

Responsibilities

• Master the MyCase product through a formal onboarding program and continued learning.
• Prepare and lead customer onboarding experiences, assessing customer needs and customizing the process to maximize utilization and delight.
• Complete assigned tasks in an organized manner to meet project deadlines.
• Conduct proactive outreach to ensure customer success during their first 90 days post-live.
• Provide timely responses to customer inquiries via phone and email.
• Enhance customer satisfaction by providing distinctive service in all interactions.
• Establish trusted advisor relationships with customers.
• Utilize Zoom for efficient face-to-face customer service.
• Utilize Salesforce to manage customer interactions and inquiries.
• Partner with Sales, Product, and Services teams to define ongoing best practices for onboarding tasks.
• Ensure all check-ins and go-live targets are executed on time.
• Ensure all notes and fields are filled in throughout the onboarding process for each firm.
• Serve as a MyCase brand ambassador to create promoters within the industry.
• Represent the Onboarding department at offsite meetups and customer conferences.

Requirements

• BA/BS/BE degree required.
• Exceptional customer relationship building skills.
• Excellent written and oral communication skills.
• Strong analytical capabilities for advanced problem-solving.
• Demonstrable leadership skills.
• Ability to influence decision-making and change.
• Highly organized with a strong ability to multitask.
• Passion for leading and helping others, operational agility, and a blend of technical and interpersonal skills.
• Ability to display good judgment.
• Ability to work cross-functionally in a fast-paced environment.
• Ability to follow through on tasks until completed.
• Ability to develop trusted relationships and find creative solutions.
• High degree of flexibility.
• SaaS experience and/or legal experience is desired.

Company Information

Hi, We’re AffiniPay!

AffiniPay is a leading fintech company based in Austin, Texas. As the market leader in professional services payments and practice management software, AffiniPay’s tech products serve legal, accounting, architectural, engineering, and construction firms. AffiniPay has been recognized as one of Inc. 5000’s fastest-growing companies in the U.S. for 13 years in a row, and our teams continue to grow.

Founded in 2005, AffiniPay’s mission is to build technology products that help professionals focus on the work they love. As the leader in the professional payments industry, AffiniPay’s products serve legal, accounting, architectural, engineering, and construction firms. Our portfolio of software solutions includes MyCase (Legal Practice Management Software) and CASEpeer (Practice Management for Personal Injury).

Employment Type

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Location Type

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Salary

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