Senior Client Onboarding Specialist
Posted on: May 3, 2021
Workstream (www.workstream.is) transforms the way deskless workers
work, starting from automating their hiring and onboarding
workflows. We help companies to streamline the hiring process with
workflow automation, SMS communication and machine learning. Our
clients include Jamba Juice, McDonald's, Westin, Marriott, Uber,
Subway, Dunkin', Panera Bread, Coupa Cafe, Sightglass Coffee,
Equator Coffee and more.
We are a team from Stanford, MIT, Google, Y Combinator, Harvard,
Cornell, Yelp, Qualtrics, Glassdoor, WeChat and more and are backed
by investors including Peter Thiel's Founders Fund, Charles River
Ventures, Basis Set Ventures, CEO Zoom, CEO DoorDash, Peterson
Ventures, Heartland Ventures, Jay Z, Joe Montana, James Harden,
Chairman of Louis Vuitton, and more. Global at our core, we are
headquartered in San Francisco, and have presence in the US,
Europe, China and Singapore from day one.Overview:
We are looking for a full-time, dedicated, and passionate
individual to join our growing team. This person will be a core
member of our customer success team, and will be well positioned to
succeed -- the entire company from sales, customer success,
product, and engineering are all aligned to make sure our customers
You will primarily lead new client onboarding for mid/large
sized clients which last the first 60 to 90 days. To do this, you
will ideally have empathy for people, can explain concepts clearly
and concisely both via email and via video calls, are tech savvy
and have the ability to ask probing questions. You will be measured
on how successful clients get onboarded to Workstream, which is
quantified as the activation rate.
Skill Sets and Requirements:
- Entrepreneurial, hungry, passionate and tech-savvy
- Be hungry and quick to learn.
- Be a good communicator, both verbal and written. Able to
explain concepts clearly and concisely
- Empathetic to customer needs, understand that questions that
- Have a long-term vision of working and growing with a Silicon
Valley based technology startup and stay with the team for at least
2 to 4 years
- Detail oriented. Keeping track of notes is a key to
- Two to three years experience onboarding new clients for a SaaS
- [Nice to have] Startup experience of 1 to 3 years
- [Nice to have] Analytics skills a plus
- Check out our company values here! Culture fit is a must have
for us, and hopefully these will resonate with you!
- Define and maintain the onboarding program for our mid and
- Help define, track and achieve key performance indicators for
the onboarding process
- Owning the implementation process for assigned accounts which
include: successful onboarding and training of the software to
drive adoption by new clients.
- Setting healthy expectations with clients on deliverables
related to their training and going live
- Actively communicating with Account Executives and Customer
Success Managers regarding client progress
- Assisting with high severity requests or issue escalations as
- Participating in cross-functional groups to establish
enhancements to communications, tools and products
- Lead 3 to 4 kickoff calls daily with new customers, which are
45-min calls to understand client needs, and train new clients on
the ins-and-outs of our software.
- Be an expert in Workstream, so you can guide new users and
answer their questions.
- Keep track of client activity, notes, and next steps clearly in
our success software.
- Conduct training for users. Develop training manuals and
processes as needed to ensure users can grasp key ideas and adopt
- Leverage feedback for continuous improvement to the onboarding
- Learn from your assigned clients to build and maintain
- Designing programs, both high and low touch, that are
meaningful to our customers and help them realize value from their
relationship with Workstream
Process Improvement: 20%
- Work closely with the Head of Success and another other team
leads to improve the existing onboarding process
- Help mentor and coach new teammates.
Keywords: Workstream, Lehi , Senior Client Onboarding Specialist, Other , Lehi, Utah
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