Description
Indicative is the leading Customer Analytics platform that enables product and marketing teams to make informed decisions by thoroughly understanding and exploring user behavior across every touchpoint. Only Indicative connects directly to the customer’s data and excels at answering complex Customer Analytics questions in real-time without having to rely on data teams or SQL.
Indicative is looking for an Onboarding Specialist to join the Customer Success team. The Onboarding Specialist will be the main point of contact during customer onboardings, lead product training sessions and optimizing the onboarding process to reduce time to value.
Indicative is growing fast, and we’re looking for data savvy onboarding specialists who are passionate about putting the customer first and have a proven record of project management. As the main point of contact during onboarding, you will provide a high touch customer onboarding experience. Onboarding responsibilities include leading the kickoff calls, project managing the data integration and implementation, conducting customized product training sessions, gathering feedback on their onboarding experience, etc. You will partner with the Customer Success team to strategize on how to best set customers up for success by expanding current resources and analyzing and improving our current onboarding processes. You will be a leader in understanding and meeting our customers’ needs.
This role is currently remote due to Covid, but will eventually be at one of Indicative’s offices in NYC and Los Angeles. We’re looking for a self-motivated individual that loves analytics and technology. You must be comfortable in a dynamic, fast moving environment. If this sounds like the type of environment in which you thrive, we want to talk to you!
Responsibilities
- Work closely with Account Executives, Sales Engineers, and Customer Success Managers to provide a successful post-sales customer handoff and onboarding experience
- Manage new customer onboardings from working with Sales Engineers on data integration to conducting customized training sessions
- Work with customers across a variety of industries to help them solve their customer analytics needs
- Be the Indicative product expert for new customers
- Deliver superior customer support by understanding customer needs and delivering on company commitments
- Collaborate with key customer stakeholders to put together a plan to hit key goals and objectives
- Improve and optimize the existing onboarding process to decrease time to value and increase scalability by, for example, expanding self-serve onboarding documentation and resources, developing onboarding collateral (decks, worksheets, etc.), compiling product onboarding suggestions, etc.
- Help drive the direction of our product by collecting and analyzing customer feedback and working with relevant stakeholders across departments
Requirements
- Bachelor's degree required
- 2+ years of relevant experience in a customer-facing role, preferably in a SaaS company
- Experience with data analytics
- Experience providing an exceptional customer experience and leading product trainings
- Excellent project management skills
- Excellent verbal and written communication
- Passion for using technology to help solve business problems
- A love for working in a fast-paced environment and ability to effectively manage multiple competing priorities
About Us
We are always growing, learning, and adapting, in and out of the office. You’ll be joining a team that is crazy smart and very motivated. We ask hard questions and challenge each other to improve our work. We are self-driven but team oriented. We're dedicated to agile methodology and big believers in 'lean'.
- Influence the strategy and success of an early-stage company
- Create a massive company in an exciting, high-growth market
- Be part of a small, energetic, and supportive team
- Awesome culture, little politics, and lots of autonomy
- A successful management team that has experience building and selling profitable businesses
- Fully stocked office snacks and team lunches twice a week! (post-Covid)
- Full benefits and 401(k)