Customer Onboarding Specialist at Podium

Guatemala, Guatemala, Guatemala

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, TechnologyIndustries

Requirements

Must Speak Fluent English
2-3 years of experience in a customer onboarding/implementation role (SaaS experience is a plus)
A bachelor's degree in business or a related field
Exceptional written and communication skills
Experience communicating directly with clients
Proven track record of managing multiple concurrent projects with varying complexity levels
Excellent problem-solving skills
Self-starter with prior experience navigating complex customer environments
Ability to sort through large volumes of data and drive insights and results

Responsibilities

Primary contact during the first 30 days of a new customer's experience
Serve as a Podium product expert
Manage potential escalations within the initial 30 days
Coordinate all account connections (product and integration related)
Ensure product adoption through various outreach methods and monitor account health scores
Ensure effective hand-off to Customer Success Managers (CSMs) after the onboarding period
Conduct full-team trainings for all locations within each account, covering best practices
Coordinate and respond to client issues
Build new processes and collaborate with different departments to create a seamless implementation experience

Skills

Key technologies and capabilities for this role

Customer OnboardingSaaS ImplementationClient CommunicationProject ManagementProblem SolvingData AnalysisProduct TrainingAccount ManagementFluent English

Questions & Answers

Common questions about this position

What is the salary for the Customer Onboarding Specialist position?

The salary is Q9,700 monthly base plus Q900 monthly variable.

Is this position remote or onsite?

This is an onsite position in the Guatemala City office, anticipated to start in Jan/Feb 2025.

What skills are required for this role?

Required skills include fluent English, 2-3 years of customer onboarding/implementation experience, a bachelor's degree in business or related field, exceptional communication skills, experience with clients, managing multiple projects, problem-solving, self-starter ability, and handling large data volumes.

What is the company culture like at Podium?

Podium fosters a culture that thrives on hiring and developing exceptional talent.

What makes a strong candidate for this position?

Strong candidates have 2-3 years of customer onboarding experience (SaaS preferred), fluent English, a relevant degree, excellent communication and problem-solving skills, and experience with tools like Gainsight and Salesforce.

Podium

Streamlines local business communications and payments

About Podium

Podium delivers a multi-product platform specifically designed for local businesses, combining AI technologies to enhance communication, facilitate payments, and manage text marketing campaigns effectively. The company's robust features, including review generation, webchat, text messaging, and phone call management, not only optimize day-to-day operations but also drive local business growth. Working at Podium offers the opportunity to contribute to innovative solutions that make significant impacts in how local businesses engage with their customers and manage their services efficiently.

Lehi, UtahHeadquarters

2014Year Founded

$407.2MTotal Funding

SERIES_DCompany Stage

Enterprise Software, Fintech, AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Open and transparent culture

Remote first work setting for Engineering & Product

Great opportunities for career growth

401(k) with a competitive matching contribution plan

Unlimited vacation (yes, we want you to have a work-life balance)

Great medical, dental, vision benefits

Lots of Swag

Risks

Twilio's acquisition of Zipwhip may increase competition in business texting services.

Strategic shifts by new CMO Pauline Reader might not align with customer expectations.

Podium's exposure to the water heater market could face demand fluctuations and regulatory changes.

Differentiation

Podium offers a unique messaging platform tailored for local business interactions.

The platform integrates seamlessly with various communication channels for unified customer experiences.

Podium's tools enable businesses to gather online reviews and enhance customer relationships.

Upsides

Podium's partnership with Bradford White enhances its reach in the contractor market.

The rise of SMS marketing with a 98% open rate benefits Podium's messaging platform.

Integration with AI-driven chatbots boosts customer interaction and satisfaction for Podium users.

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