Customer Onboarding Specialist

Shorthand


1 month ago

07/16/2019 10:21:23

Job type: Full-time

Category: Customer Support


The Opportunity 

Shorthand is a growing company that provides a digital publishing platform to many of the world’s best known publishers, brands, not-for-profits, and universities. With customers on every continent (except Antarctica!), there’s never been a more exciting time to join Shorthand. Our company has the rare distinction in this era of money-burning startups of being both investor-backed and comfortably profitable.

We aim to enchant our customers, and as the first point of contact for prospective customers, the Customer Onboarding Specialist role is crucial to achieving that aim.

The Role 

We tend to do things a little differently at Shorthand. For one thing, we’re a small team distributed around the world. You’ll be working from home, or from our London co-working location in South Bank, amongst some of the city’s finest bars and eateries.

In this role, you will report to the Head of Growth, and work closely with your team members in sales, support and customer success.

We are looking for someone who: 

  • Has previously held a customer onboarding role or a similar role, such as Account Executive, Customer Success Manager, or Customer Support Manager. 

  • Has impeccable communication skills, particularly with respect to writing. 

  • Projects an upbeat, friendly manner in person and online. 

  • Gains deep satisfaction from helping others to be successful. 

  • Can learn fast. 

  • Has significant experience in communicating with customers. 

  • Is skilled in listening to customer problems and finding solutions to those problems. 

  • Has had prior experience with billing systems, and/or creating and sending quotes and invoices. 

  • Is able to triage a competing set of priorities to obtain an optimal outcome.

Core Responsibilities: 

  • Proactively engage prospective customers who are trialling our software-as-a-service products by helping them derive value from those products as quickly as possible. 

  • Respond to enquiries from prospective customers via email and other channels. 

  • Become expert in the use of Shorthand and demonstrate the product to customers. 

  • Configure customers’ Shorthand settings, as appropriate for their subscription level. 

  • Create subscriptions for customers in our billing and subscription system, and/or guide customers through the online billing process. 

  • Report bugs in the product as they are found. 

  • Pitch new product features based on a deep understanding of customer requirements. 

  • Work closely with colleagues in the sales, support and success functions. 

  • Provide feedback to the Head of Growth on any friction points in the onboarding process. 

  • Occasionally attend relevant events.

Qualifications: 

  • A minimum 3 years of experience in a role involving frequent communication with customers or partners. 

  • Experience of working in a small business or startup environment. 

  • Experience collaborating with diverse, geographically-dispersed teams preferred. 

  • Exceptional communication skills. 

  • General experience in configuring and using software tools. 

  • University degree in a relevant field preferred. 

  • Passion for writing, visual communication and storytelling is a must.

Personality Attributes: 

  • You are a proactive self-starter, who does not need to be told what to do and will be resourceful in order to find solutions to any challenge. You are not afraid to get your hands dirty. But you’re also collaborative and consultative when necessary. 

  • You have empathy in spades and an insatiable desire to deeply understand who our prospective customers are, so that you can help them derive value from our products as quickly as possible. 

  • You thrive in a fast-paced and demanding environment, possess a high level of intellectual curiosity, and demonstrate strong judgment in the face of ambiguity. 

  • You are an agile, goal-oriented personality, driven to succeed and always up for a challenge! 

  • You are friendly and outgoing, thriving on human connection with our customers. 

  • You are happy when our customers are happy.

Please mention that you come from Remotive when applying for this job.

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