Onboarding Success Manager

Job Description:

As the Onboarding Success Manager, you are directly responsible for onboarding new merchants to Shopgate.com. You will work hand-in-hand with a Customer Success Manager, who acts alongside you as a project manager. You will need to be technically responsible for working with our customers technical teams and developers as well as work with occasional 3rd party sources. You must be very organized, pay attention to detail, and have the ability to handle multiple projects at once. Our onboarding team is the heart of our company. We need someone who is technically savvy and loves customer service. You will need to read, write and understand basic HTML, CSS, and Javascript. Knowledge of PHP is preferred but not required.

Responsibilities:

Assist Sales with new merchant needs and questions regarding onboarding

Work directly with our German Development team on needs and special requests

Use our internal CRM system to build and design mobile sites and applications

Be the expert on all things Shopgate and implementation needs

Work alongside a CSM to hit all milestones and projects within our current SLAs

Hit all KPI’s for continued growth, speed, and satisfaction

Be able to strategically and professionally create and escalate tickets for development support within Jira and Confluence as needed

Assure all customers are functioning and set up for success through onboarding and up to 4 weeks post launch as their main technical point of contact

Train merchants on using our CRM system, pulling reports, and how to you our support portal Zendesk once you fully transition the account

Maintain a high level of customer satisfaction via our NPS surveys

Work to create training material to be used both internally and externally

Help train our sales staff on best practices, correcting issues, and product specs

Work as a senior member of the support staff and fill in for Zendesk support when the queue is high or the support team is out sick

Be able to think creatively and care about your customers business as if it were your own

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Your Contact:

Kristi Morris

Senior Corporate Recruiter

Phone: 650 827 5588

Mail: [email protected]