Customer Onboarding Specialist

 Full time, Hybrid

Job Description

As a Customer Onboarding Specialist, you will play a vital role in overseeing the customer onboarding process, ensuring that customers are set up for success with our product. You will work closely with the Customer Success, Product, and Marketing teams to manage the entire onboarding process, from account setup to product demos and tours, to educating customers on best practices.

Key Responsibilities

  • Oversee and manage the customer onboarding process throughout the organization.

  • Find solutions for optimizing the customer onboarding process and collaborate with the team to implement them.

  • Manage and conduct onboarding meetings, product tours, company presentations, webinars and product demos.

  • Understand customer context, oversee goals, and provide product information to best serve those goals.

  • Educate customers and work with the team to optimize their product setup for the quickest path to success.

  • Collaborate with the team and create a process to identify and eliminate roadblocks in the way of customers' goals.

  • Improve product adoption and customer retention and help foster positive customer relationships that create a loyal customer base.

  • Provide materials to help customers learn best practices to better achieve their desired outcomes.

Qualifications & Skills

  • Life Science degree- A MUST

  • Minimum of 2 years of experience in customer onboarding, communications, customer service and support, sales, account management, or customer success. Customer success courses/training are good to have.

  • Video editing capabilities- an advantage.

  • High emotional intelligence and empathy skills.

  • Strong communication skills and the ability to follow customer narratives to understand their point of view and find workable solutions to their issues.

  • Strong analytical and goal-oriented mindset backed by basic-to-advanced project management skills.

  • Ability to de-escalate customer support requests and maintain a positive, goal-driven customer relationship.

  • Advanced IT&C knowledge and capabilities and ability to learn new software tools on the job.

  • Experience integrating and migrating legacy systems to new software solutions in a way that best serves client and business goals.

  • English as a mother tongue- an advantage

Company Description

Labguru was founded to empower scientists with advanced technological tools. Its groundbreaking platform integrates ELN, LIMS, inventory management, automation, and informatics from different sources into one easy-to-use system, rendering it the ultimate lab operations and data management solution.

We apologize in advance for being able to reply only to shortlisted applicants.