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Customer Onboarding Specialist
USA
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At Loxo, we’re not simply offering you a job - we’re inviting you to join a team that is paving the future of the recruitment industry. In this role, you will be the concierge to Loxo’s customer experience, maintaining the top echelon customer service that has helped Loxo grow into the leading Talent Intelligence Platform. You’ll work at the intersection of change management and technology to deliver an exceptional customer experience.



Onboarding Specialists are the driving force behind our customers' success! You'll proactively consult with customers, anticipating their needs and eliminating potential roadblocks before they even arise. By providing expert guidance and personalized training, you'll ensure a seamless, value-driven implementation experience, turning new clients into enthusiastic advocates.


As a member of the Onboarding and Implementation team, you’ll embrace Loxo’s Kaizen philosophy, contributing ideas and suggestions that fuel continual improvement. You thrive with the high performing yet laid back culture of Loxo.


What you'll do:


  • Onboarding and Implementation Planning:
  • Develop and execute tailored onboarding plans based on customer needs and business objectives.
  • Collaborate with sales and other internal teams to gather necessary customer information and ensure a smooth handoff.
  • Adhere to best practice and team-outlined journeys and define clear project timelines, milestones, and success metrics for any custom implementations.
  • Customer Training and Education:
  • Conduct comprehensive training sessions to educate customers on software functionality and best practices.
  • Create and maintain training materials, including documentation, videos, and webinars.
  • Address customer questions and provide ongoing support throughout the onboarding process.
  • Technical Assistance and Troubleshooting:
  • Provide technical assistance to customers during implementation, resolving issues and ensuring smooth integration with existing systems.
  • Diagnose and troubleshoot technical problems, escalating complex issues to the appropriate internal teams.
  • Configure and customize software settings to meet specific customer requirements.
  • Relationship Management and Communication:
  • Build strong relationships with customers, acting as their primary point of contact during onboarding.
  • Proactively communicate with customers, providing regular updates and addressing concerns in a timely manner.
  • Gather customer feedback and identify opportunities for process improvement.
  • Data Analysis and Reporting:
  • Track and monitor customer progress during onboarding, identifying potential roadblocks and implementing solutions.
  • Generate reports on onboarding metrics, including time to implementation, customer satisfaction, and product adoption.
  • Process Improvement:
  • Contribute to the ongoing development and improvement of onboarding and implementation processes.
  • Document best practices and create standardized procedures.
  • Stay up to date with product updates and industry trends.
  • Collaborate and Support:
  • Work closely with sales, customer support, product, and engineering teams to ensure a unified and seamless customer experience.
  • Actively participate in team meetings and knowledge-sharing sessions.
  • Provide miscellaneous support to the customer support team as needed, including assisting with escalated tickets, addressing urgent customer inquiries, and contributing to team projects
  • Contribute to a positive and collaborative team environment, sharing knowledge and best practices.



Who You Are:

  • Customer-centric: You're passionate about providing outstanding service and going the extra mile to ensure customer satisfaction.
  • Excellent communicator: You have strong written communication skills with the ability to explain complex information clearly and concisely.
  • Tech-savvy: You're comfortable navigating software applications and learning new technologies quickly.
  • Problem-solver: You're able to think critically and identify solutions to customer challenges and don't stop until you help solve the customer's problem.
  • Team player: You thrive in a collaborative environment and are willing to support your colleagues.
  • Growth mindset: You're eager to learn, develop your skills, and take on new challenges.
  • Hard worker and committed to contributing to a high-performing team.



If you're looking for:

  • A place where you can make a real difference in the customer experience
  • A challenging role that offers opportunities for growth and development
  • A dynamic and supportive team environment



What you contribute:

  • Problem-Solving Skills: Strong analytical and problem-solving abilities, with a proactive approach to identifying and resolving issues. Demonstrated ability to identify risks and manage difficult situations with poise and composure.
  • Communication Skills: Excellent written and verbal communication skills with the ability to explain technical concepts clearly and concisely.
  • English speaking
  • Interpersonal Skills: Ability to build rapport and establish trust with customers at all levels.
  • 2+ years experience working directly with customers.
  • Familiarity with job boards (ie Indeed, LinkedIn), ticketing systems (ie Intercom, Zendesk), applicant tracking systems (ATS) or CRM databases.  
  • Experience working with recruitment, SaaS, or HRIS is a plus.



Benefits:

  • 100% remote-based workforce
  • Unlimited vacation and PTO
  • Health benefits
  • 401(k)
  • Work with an exceptional team
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