Onboarding & Customer Success Specialist
- 42 Pearse St, Dublin, Ireland
SocialTalent is the world’s most popular eLearning platform for hiring skills. Our company goal is to enable organizations to find, hire, onboard and engage the best talent. We are a privately owned, Irish Enterprise SAAS company currently employing close to 50 wonderful people. We operate a remote-first working environment and love it!
Our internal values of ambition, bravery, collaboration and dignity (A, B, C, D) inform everything we do. We pride ourselves on driving innovation, being open and transparent, focusing on the well-being of our staff and giving a voice to each employee.
Why we need you!
It’s an exciting time in SocialTalent. We’re growing out our Customer Success and Onboarding team and we recognise the importance of getting customers set up successfully in the beginning, and helping them see true adoption in their early stages with SocialTalent. As we expand our Enterprise customers, we need a dedicated SocialTalent learning and platform expert to guide our new customers in the customisation of and planning of their learning journey.
The to-do list
Reporting to our Senior Manager of Customer Success, the Onboarding & Customer Success Specialist is responsible for onboarding and providing consultative, technical and business support to our highest-value customers across a variety of our solutions. This is an exciting role at the heart of our business and that works in close collaboration with multiple departments, including Product, Sales, Account Management and Marketing. You will work closely with our Senior Onboarding & Pilot Specialist to learn the ropes, and support with Enterprise deployments, as well as fully managing the onboarding process for customers.
What we’ll need you to do:
Learn the full range of SocialTalent technology and libraries to be able to identify how this fits our customer's needs.
Manage a portfolio of onboarding customers within the Customer Success team.
Manage multiple customer stakeholders throughout the onboarding lifecycle and effectively engage decision makers.
Support with the wider portfolio of onboarding customers as needed by helping with configuration, customer training and administration for our largest launch projects.
Partner closely with customers to understand their needs and act as their trusted advisor, helping to shape and deliver a robust ongoing plan to achieve their goals using SocialTalent.
Build strong relationships with Stakeholders and partner with multiple projects managers globally to set organisations up for success and a seamless launch.
Ensure our customers embed learning programs successfully into their learning culture.
Ensure there is initial strong adoption of SocialTalent within the client’s organisation after launch.
Build rapport with your partners and cultivate a strong relationship as a trusted advisor and knowledgeable resource.
Train customer stakeholders on how to use SocialTalent most effectively.
Partner with our new business team to establish a process for managing pilots, and manage our portfolio of customer pilots effectively.
Provide ad hoc support as needed on Customer Success scale accounts.
Input into relevant projects for improving our customer onboarding experience and metrics.
Knowledge, Skills & Experience. The shopping list!
Experience in a customer-facing role (Customer Success, Support, Onboarding or Training) in a SAAS environment.
A strong track-record of success in past roles working with customers and delivering a great experience.
Drive and energy; you enjoy the challenge of working in a fast-paced, high-growth environment.
Collaborative working practice and a strong focus on open communication, ensuring that customers needs and opportunities are clear across the business.
Technologically savvy; the ability to quickly learn our new features as they are released and communicate them clearly in customer conversations.
Excellent communication and presentation skills, the ability to leverage different communication channels including in person, email, and webinar.
Ability to think critically, troubleshoot proactively and solve complex problems.
Capability to excel in a data-driven, metrics-oriented environment.
Excellent organisational skills and the ability to focus on current customer needs while anticipating future opportunities.
Proficient IT skills in MS Office, Salesforce, G-Drive, Slack, Zoom/Webinar Software.
Ability to manage your own time with conflicting priorities.
What type of person are you?
You are a constant learner - we all are here at SocialTalent. You’ve got a deep interest in the changing world of how people learn. We want you to love what you do, and that means being ready to learn from your colleagues to become a subject matter expert in all aspects of the customer journey. You’ll be interested in developing a career in Onboarding and Customer Success, enjoy working with customers and want to push the boundaries of how people approach remote learning globally. Don’t worry - we don’t expect you to know everything but you’re definitely passionate in these areas and want to learn more! We are a small team, and we pride ourselves on being dynamic, and learning through continuously upskilling ourselves and actively participating in cross team learning and development.
We are a remote first/ distributed company. That means that you can work from anywhere within the republic of Ireland. However, as the name suggests, we are a social bunch and so we also run regular remote and optional in-person social events to keep us all connected.
We provide all of our team with a laptop, phone allowance and a work from home grant to get you set up for success. We also provide uncapped vacation time and full maternity pay along with fully paid health insurance and annual bonus.