Onboarding Specialist (Indiana Based)
vialytics is a fast growing SaaS company with a clear mission: to make cities and communities around the world smarter, safer, and more livable. With our unique approach to infrastructure management, we have created a solution that sets standards worldwide – and are now one of the most exciting scaleups in the GovTech space. In recent years, we have steadily doubled our business, successfully entered international markets, and laid a strong foundation for the future. With teams in Germany, France, and the US, we are now entering the next phase of growth: accelerate our expansion, take our product to the next level, and build an organization that is scalable, efficient, and culturally strong – where ambitious teams create real impact every day. We expanded to the US in April 2023 and are continuing to build our world-class team. If you’re a master at relationship building, are excited by a hands-on and high-impact role, and want to join a collaborative, ambitious, and kind team, we would love to speak with you! This role requires about 40% travel (mostly driving) to visit clients so a vehicle is required. The role in brief: Our Customer Success team is focused on customer loyalty, excellence, and building long term customer relationships. This all begins with our Onboarding Specialists, who expertly onboard our customers while managing a small number of their own clients. In this role, you will:
- Ensure a positive onboarding experience, including kick-off, training opportunities, and all project management requirements
- Act as the primary point person for our customers, building strong and lasting relationships
- Understand our customers needs and challenges and support them in problem solving
- Relay feedback to the product team
- Support the team in further developing efficient, scalable processes
- Proactively recognize sales opportunities within our existing customers and manage upsells and contract extensions
- Support in content creation such as training materials, info mailings, webinars, and QBR decks and hardware procurement processes
- Be responsible for contributing to overall team success goals, NPS scores, and KPIs
- Track processes and client communications in a CRM and our Customer Success Platform
Role Requirements
- 2-5+ years of experience in customer success / account management
- Experience setting up scalable processes in a SaaS environment
- Experience collaborating with a product team
- Experience in contract negotiations
- Empathetic, love of people and relationships
- Strong verbal and written communication skills
- Open minded, up for new challenges, and a commitment to excellence
- A valid drivers license and car is required for this role.
Benefits
- Paid time off:18 vacation days, 8 sick days and 12 weeks of paid parental leave
- Highly competitive medical, dental, and vision insurance
- Professional Development and Wellness budget
- Remote work
Our US team has an office based in New Jersey and predominantly works remote. The salary range for this role is $75,000 - $90,000. vialytics provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Apply tot his job Apply To this Job