Customer Onboarding Specialist

  • Full-time

Company Description

We are Dragonboat.io, a B2B SaaS platform, and the only product portfolio management solution that directly ties product team output to desired business results in real-time.

Why you should join us:

  • Grew ARR 3X in 2022
  • Customers include Miro, Chime, F5, and two of the largest banks in the US
  • Series A funded by Insight Partners, investors of Qualtrics, Shopify, and more
  • Led by Becky Flint, ex-head of product at Paypal and industry powerhouse
  • We’re on track to deliver another year of 3X growth…want to be a part of it?

Job Description

Our team shares a passion for building excellent products and delivering exceptional value to our customers. Join us in building a fantastic company together. We’re seeking an experienced Onboarding Specialist to enable our Mid-Market customers for immediate success. As an Onboarding Specialist, you will identify and enable customers’ primary goals, educate and train customers, and ensure the smooth adoption of our product. Onboarding Specialists provide an essential role in delivering a cohesive, exciting, and successful experience for our customers.

Ideal candidates are highly motivated, organized, and experienced with owning an implementation from start to finish. Successful candidates can effectively communicate cross-functionally with Sales, CS, and Product teams and take a proactive approach to manage customer relationships. Experience customizing onboarding to customer needs is a major plus.

Roles and Responsibilities:

  • Become a Dragonboat product expert
  • Provide a cohesive and effective onboarding experience for new customers
  • Identify customer needs and align the onboarding process accordingly
  • Clearly communicate setup requirements, goals, and expectations with customers and key stakeholders
  • Educate customers on Dragonboat’s capabilities and best practices to ensure smooth and successful product adoption across all user personas
  • Gather customer feedback during onboarding to operate as the ‘voice of the customer' internally
  • Listen carefully to information provided by customers and ask clarifying questions to understand the core business and operational objectives
  • Effectively synthesize and communicate feedback, rather than list feature requests
  • Establish strong relationships with our customer’s executive stakeholders
  • Track and document onboarding success against key milestones
  • Manage multiple individual projects in parallel to working as part of a team
  • Collaborate with Sales, Customer Success, and Product teams

Qualifications

  • Bachelor’s degree preferred
  • 4+ years experience in onboarding, post sales engineerng or similar roles
  • Mid market or Enterprise B2B SaaS experience in product or program management space
  • Experience with Jira, ADO or similar tools
  • Strong problem solving skills
  • A proven track record of excelling at what you do
  • Strong organizational skills and attention to detail
  • Process and goal-oriented way of working
  • A self-starter with an upbeat/positive attitude

Additional Information

We love working at Dragonboat, and we think you will too! You can expect:

  • Remote native company with flexible working hours
  • Salary range: $80-100k + bonus
  • Stock options
  • Health/dental/vision insurance
  • 401k matching program (US)