About the Role
Onboarding Specialist
United States
Full-Time
Remote
WHO WE ARE
SQUIRE is the leading business management system designed for the needs of barbers, shop owners, and their communities. We believe the pursuit of artistry and autonomy should not be restricted by the complexities of running a business. With SQUIRE, we provide custom-branded tools, resources, and guidance to help barbers of all stages and experience levels attract and retain more customers, efficiently manage their shop operations, and increase their revenue.
Founded in 2015, SQUIRE is trusted by barbers in 3,000+ shops in more than a thousand cities around the globe. From streamlined booking and opening new shops to real-time earning dashboards and building lasting customer relationships, SQUIRE supports shop owners in seamlessly bridging the gap between their personal craft and business goals. SQUIRE enables barbers everywhere to unlock their full potential both as artists and as entrepreneurs.
SUMMARY
Onboarding Specialists are responsible for ensuring that new customers are efficiently and effectively integrated into the SQUIRE platform by providing them with technical configuration, support, and training to ensure product adoption and usage. This role involves delivering an exceptional customer experience in order to fully onboard and retain our new customers. Strong communication, organization, and interpersonal skills are essential in order to be successful in this role.
This role is 100% remote and can be located anywhere in the US.
REPORTS TO
This position reports to the Manager, Customer Onboarding.
JOB DUTIES AND RESPONSIBILITIES
The duties and responsibilities outlined above are not a comprehensive list and additional tasks may be assigned from time to time based on business needs.
- Deliver a high standard of customer training via telephone, video conferencing, face-to-face communication, and any other avenues when necessary
- Spearhead an account’s schedule for the onboarding cycle and meet deadlines
- Qualify customer requirements in a courteous and effective manner, preparing customers for technical implementation and identifying the appropriate setup requirements
- Assume ownership of customer problems and proactively seek to identify, respond, and resolve any issues before they become a conflict, ensuring a satisfactory solution for both SQUIRE and the customer
- Provide clarity for leadership by identifying timelines, action items, specific needs, and opportunities to improve the onboarding experience during the life cycle of an account, through project steps and delivery
- Manage all accounts through our CRM, the SQUIRE system, and any other programs needed to complete tasks
- Clearly communicate SQUIRE’s support procedures to customers in order to ensure ongoing satisfaction with our Customer Success Team
PREFERRED EXPERIENCE AND QUALIFICATIONS
- 1-2 years of experience working in a KPI and service level agreement (SLA) driven environment, ideally within a software-as-a-service (SaaS) company
- Experience managing projects or programs ideally with the ability to manage a full pipeline of accounts/projects through the entire project life cycle
- Proficiency with standard corporate productivity tools (CRM – Salesforce, Microsoft Office Suite, Google Suite, Slack)
- Energetic, organized, tenacious team player with exceptional interpersonal communication skills – Verbal and written
- Calm and composed under pressure
- Detail-oriented and data-driven
- Passionate about our customers and solution-focused on the best possible outcomes for them