Company Description

This is a remote position with occasional onsite meetings and travel.

As an Onboarding Specialist at SureDone, your primary role is to help new customers get started with our platform, guide them through data integration, and ensure they’re well-trained on its features. This role is remote and combines project management, customer training, Excel work, support, and scripting in our integrated automation system. You’ll handle multiple projects ranging from 2 weeks to 6 months, managing anywhere from 5 to 20 clients at a time.

Key responsibilities include

Project management: Break projects into manageable tasks using specialized onboarding management tools, track progress, and frequently communicate with customers and team members. A big part of your job is making sure that projects move forward and that the customer and other SureDone team members know what needs to be done.
Training and support: Teach customers how to configure and use our platform effectively, support software-related customer inquiries, and ensure data accuracy. Work closely with Sales, Product, and Support teams to address client needs, answer product questions, and escalate issues as necessary.
Automation: Develop high level scopes to automate tasks in SureDone’s automation engine. Troubleshoot completed scripts with customers as needed.
Cross-functional support: At times, help out with tasks beyond onboarding, like supporting our help desk, sales, marketing, and even representing SureDone at trade shows.
Build Strong Client Relationships: Act as the primary point of contact during onboarding, addressing client questions, providing guidance, and fostering trust from day one.
Drive Product Adoption: Proactively identify opportunities for clients to use additional requirements, maximizing their value from our offerings.
Gather Feedback for Product Improvement: Collect client feedback on experiences to inform improvements and ensure we meet client needs.
Documentation and Compliance: Ensure all necessary account documentation is completed, with thorough tracking for seamless account management.

Job Description

This is a remote position with occasional onsite meetings and travel.

As an Onboarding Specialist at SureDone, your primary role is to help new customers get started with our platform, guide them through data integration, and ensure they’re well-trained on its features. This role is remote and combines project management, customer training, Excel work, support, and scripting in our integrated automation system. You’ll handle multiple projects ranging from 2 weeks to 6 months, managing anywhere from 5 to 20 clients at a time.

Key responsibilities include

Project management: Break projects into manageable tasks using specialized onboarding management tools, track progress, and frequently communicate with customers and team members. A big part of your job is making sure that projects move forward and that the customer and other SureDone team members know what needs to be done.
Training and support: Teach customers how to configure and use our platform effectively, support software-related customer inquiries, and ensure data accuracy. Work closely with Sales, Product, and Support teams to address client needs, answer product questions, and escalate issues as necessary.
Automation: Develop high level scopes to automate tasks in SureDone’s automation engine. Troubleshoot completed scripts with customers as needed.
Cross-functional support: At times, help out with tasks beyond onboarding, like supporting our help desk, sales, marketing, and even representing SureDone at trade shows.
Build Strong Client Relationships: Act as the primary point of contact during onboarding, addressing client questions, providing guidance, and fostering trust from day one.
Drive Product Adoption: Proactively identify opportunities for clients to use additional requirements, maximizing their value from our offerings.
Gather Feedback for Product Improvement: Collect client feedback on experiences to inform improvements and ensure we meet client needs.
Documentation and Compliance: Ensure all necessary account documentation is completed, with thorough tracking for seamless account management.

Qualifications

Video Submission: To stand out, submit a 2-4 minute video introducing yourself (provide us with a URL where we can view the video within your resume or cover letter). We’re excited to see your personality! If you don’t provide a video, please include a cover letter explaining your fit for the role.
The ideal candidate should possess meticulous planning, time management and communication skills and be able to handle multiple projects simultaneously.
Experience:
2+ years in SaaS onboarding.
2+ years in eCommerce, preferably with hands-on management of listings and sales on marketplaces like eBay, Amazon, Walmart, and platforms like BigCommerce or Shopify or in training sellers on managing these tasks..
Preferred: Experience with multichannel eCommerce software such as SureDone, Channel Advisor, Solid Commerce, Feedonomics, SellerCloud, Spark Shipping or similar platforms.
Experience with e-commerce in the automotive, motorsports or powersports parts and accessories space, including a familiarity with fitment, is preferred.
Technical Skills:
Intermediate Excel proficiency (including vlookup and handling large datasets) required.
Ability to break down business processes and functional needs into development scopes for our development team to create automations or enhance SureDone.
Familiarity with APIs, XML, JSON, and CSV formats is a plus.
Additional Skills:
Strong communication skills, both written and spoken, that demonstrates professionalism and attention to detail, and with excellent grammar and spelling.
Experience with remote training or person-to-person instruction.
Ability to multitask and manage multiple projects with strong organizational skills.
Understanding of de-escalation methods.
Work Requirements:
Fluent English, with clear and professional communication.
Consistent availability during Eastern Time Zone hours (8am-5pm or 9am-6pm).
Authorized to work in the US, with a permanent US address preferred.

Additional Information

Compensation

Completely dependent on your experience and location, but compensation ranges from $40k-$60k/year.

Available benefits include

100% coverage of medical, dental and optical insurance for you with extra compensation if you opt-out with existing coverage.
401k
Flexible Spending Account (Both healthcare and dependent care)
Free membership to TalkSpace
Free access to HealthAdvocate
Supplemental Life Insurance
Supplemental short term and long term disability
Paid Time Off
Work from anywhere in the world
Supportive team environment

Position Type

Full-Time (Fully remote)

Qualifications

Video Submission: To stand out, submit a 2-4 minute video introducing yourself (provide us with a URL where we can view the video within your resume or cover letter)
The ideal candidate should possess meticulous planning, time management and communication skills and be able to handle multiple projects simultaneously
2+ years in SaaS onboarding
2+ years in eCommerce, preferably with hands-on management of listings and sales on marketplaces like eBay, Amazon, Walmart, and platforms like BigCommerce or Shopify or in training sellers on managing these tasks.
Intermediate Excel proficiency (including vlookup and handling large datasets) required
Ability to break down business processes and functional needs into development scopes for our development team to create automations or enhance SureDone
Strong communication skills, both written and spoken, that demonstrates professionalism and attention to detail, and with excellent grammar and spelling
Experience with remote training or person-to-person instruction
Ability to multitask and manage multiple projects with strong organizational skills
Understanding of de-escalation methods
Fluent English, with clear and professional communication
Consistent availability during Eastern Time Zone hours (8am-5pm or 9am-6pm)

Benefits

Completely dependent on your experience and location, but compensation ranges from $40k-$60k/year
100% coverage of medical, dental and optical insurance for you with extra compensation if you opt-out with existing coverage
401k
Flexible Spending Account (Both healthcare and dependent care)
Free membership to TalkSpace
Free access to HealthAdvocate
Supplemental Life Insurance
Supplemental short term and long term disability
Paid Time Off
Work from anywhere in the world
Supportive team environment
Full-Time (Fully remote)

Responsibilities

As an Onboarding Specialist at SureDone, your primary role is to help new customers get started with our platform, guide them through data integration, and ensure they’re well-trained on its features
This role is remote and combines project management, customer training, Excel work, support, and scripting in our integrated automation system
You’ll handle multiple projects ranging from 2 weeks to 6 months, managing anywhere from 5 to 20 clients at a time
Project management: Break projects into manageable tasks using specialized onboarding management tools, track progress, and frequently communicate with customers and team members
A big part of your job is making sure that projects move forward and that the customer and other SureDone team members know what needs to be done
Training and support: Teach customers how to configure and use our platform effectively, support software-related customer inquiries, and ensure data accuracy
Work closely with Sales, Product, and Support teams to address client needs, answer product questions, and escalate issues as necessary
Automation: Develop high level scopes to automate tasks in SureDone’s automation engine
Troubleshoot completed scripts with customers as needed
Cross-functional support: At times, help out with tasks beyond onboarding, like supporting our help desk, sales, marketing, and even representing SureDone at trade shows
Build Strong Client Relationships: Act as the primary point of contact during onboarding, addressing client questions, providing guidance, and fostering trust from day one
Drive Product Adoption: Proactively identify opportunities for clients to use additional requirements, maximizing their value from our offerings
Gather Feedback for Product Improvement: Collect client feedback on experiences to inform improvements and ensure we meet client needs
Documentation and Compliance: Ensure all necessary account documentation is completed, with thorough tracking for seamless account management
This is a remote position with occasional onsite meetings and travel
As an Onboarding Specialist at SureDone, your primary role is to help new customers get started with our platform, guide them through data integration, and ensure they’re well-trained on its features
This role is remote and combines project management, customer training, Excel work, support, and scripting in our integrated automation system
You’ll handle multiple projects ranging from 2 weeks to 6 months, managing anywhere from 5 to 20 clients at a time
Project management: Break projects into manageable tasks using specialized onboarding management tools, track progress, and frequently communicate with customers and team members
A big part of your job is making sure that projects move forward and that the customer and other SureDone team members know what needs to be done
Training and support: Teach customers how to configure and use our platform effectively, support software-related customer inquiries, and ensure data accuracy
Work closely with Sales, Product, and Support teams to address client needs, answer product questions, and escalate issues as necessary
Automation: Develop high level scopes to automate tasks in SureDone’s automation engine
Troubleshoot completed scripts with customers as needed
Cross-functional support: At times, help out with tasks beyond onboarding, like supporting our help desk, sales, marketing, and even representing SureDone at trade shows
Build Strong Client Relationships: Act as the primary point of contact during onboarding, addressing client questions, providing guidance, and fostering trust from day one
Drive Product Adoption: Proactively identify opportunities for clients to use additional requirements, maximizing their value from our offerings
Gather Feedback for Product Improvement: Collect client feedback on experiences to inform improvements and ensure we meet client needs
Documentation and Compliance: Ensure all necessary account documentation is completed, with thorough tracking for seamless account management

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SaaS E-Commerce Customer Onboarding Specialist (Remote)