Superside is looking for a Customer Onboarding Specialist for the Onboarding Services team to guide customers through the initial stages of their journey with Superside. As such, you’ll tailor the onboarding process to our customers’ needs, ensuring their successful integration into our creative ecosystem, and helping strengthen our partnerships with them. Onboarding is a meaningful time in our customer’s journey as it often predicts retention. Customers will range from up-and-coming start-ups to well-established brands and companies like Meta, Amazon, Shopify and Google.
Success in this role will be measured by your ability to serve as a trusted advisor to both the customer and internal account teams, facilitating a seamless onboarding experience and fostering strong, lasting relationships.
What you'll do
- Serve as the primary point of contact and trusted advisor throughout the customer's onboarding journey, offering expert guidance and support
- Tailor the onboarding process to the customer's needs, objectives, and size, ensuring their successful integration into our platform and processes
- Promptly address and resolve customer concerns or issues, working closely with the account team to overcome any onboarding-related challenges
- Monitor customer satisfaction and progress during the onboarding period, providing regular reports and updates to management and stakeholders
- Deliver comprehensive training on Superside's platform, processes, and best practices, ensuring new users are fully equipped to leverage our services
- Support the account team to conduct productive workshops and guide conversations with customers to align their needs, challenges, and objectives with our offerings
- Coordinate with members of the Customer Enablement team and other Onboarding team members to ensure customers receive the appropriate level of support
- Foster effective collaboration between teams to deliver a holistic, value-added service to our customers
What you'll need to succeed
- A Bachelor's degree in Business, Marketing, or a comparable field
- Proven results in a customer-centric role, ideally within a SaaS or creative services environment
- Outstanding communication and relationship-building skills, with a proven knack for cultivating trust and rapport with customers
- Strong strategic thinker with excellent business acumen and proactive problem-solving abilities to understand and support customers' overarching goals through onboarding initiatives
- Deep understanding of customer onboarding procedures, support practices, and digital marketing fundamentals
- Ability to leverage onboarding processes to support customers’ broader business objectives effectively
- Proven expertise in managing multiple customer simultaneously, ensuring timely delivery of high-quality results
- Skilled in analyzing data, metrics, and performance indicators, using these insights to provide actionable recommendations to account teams and customers
- Superior proficiency in English, with the capability to effectively present ideas and translate complex concepts to both technical and non-technical audiences
- Technologically adept and industry-seasoned, maintaining up-to-date knowledge of market trends, emergent technologies, and competitive landscapes
- High-performing, driven, and proactive with a customer-centric approach and a strong bias for action
Superside's vision is to create more equal opportunities globally by accelerating the world’s transition to online work. With that in mind, we’ve built a natively remote company enabling us to attract the best talent no matter where they are.
Need more convincing? Here’s a skimmable, non-exhaustive list of reasons to join us:
- A global community of 200+ best-in-class creatives working from more than 60 different countries
- Flexible working hours and fully remote setup. We've been remote from day one. No weird office legacy
- A high-pace, high-energy, and high-performance environment
- Trusting, ego-free, and truth-seeking team members
- Pioneering the future of work with a fair, friendly, and supportive community. We’re pretty proud of this one
- The opportunity to build an international career through creative mentorship from top design leaders. We - grow, you grow
- Work closely with leading global brands on a wide variety of creative projects. We’re talking about Amazon, Meta, Twitch, LVMH, Puma, Shopify, and others
About Superside
Superside is a revolutionary way for businesses to get good design done at scale. Trusted by 450+ ambitious companies, Superside makes design hassle-free for marketing and creative teams. By combining the top 1% of creative talent from around the world with purpose-built technology and the rigor of design ops, Superside helps ambitious brands grow faster. Since inception, Superside has been a fully remote company, with more than 700 team members working across 57 countries and 13 timezones.
Learn more at superside.com
Diversity, Equity and Inclusion
We’re an equal opportunity company. All applicants will be considered regardless of ethnicity, appearance, religion, gender identity, sexual orientation, national origin, veteran or disability status.
