As a Customer Success & Onboarding Manager, you will be responsible for ensuring TradePass-approved customers fully set up their Buyer/Seller accounts, and have an exceptional experience as a BluePallet member. By managing the onboarding process and post-onboarding customer experience, your role is crucial to our customers' long-term success. Our customers vary from small and medium-sized businesses to large enterprises, so we are looking for an empathetic team member who can tailor the customer experience to each company and individual.

Responsibilities:

• Be the first point of contact for onboarding and supporting customers after they are Tradepass-approved

• Regularly collaborate with Sales (primarily Account Executives) as they handoff new Buyer and Seller customers, and ensure the onboarding and post-onboarding experience is tailored to the customer

• Help customers fully set up their BP account, provide training on product features, and support initial and ongoing chemicals orders with the help of the AE and Order Fulfillment Specialist

• Support Seller customers with adding, growing, and managing their listings and product inventory

• Continue building upon our onboarding and post-onboarding processes in HubSpot and other systems

• Work with Customer Success Director, Marketing, and Product teams to communicate new feature releases, get feedback, and create product tutorial videos and training webinars, help articles, and Knowledgebase resources that support onboarding, retention, and product adoption

• Resolve and/or escalate any technical issues experienced during onboarding to the product/engineering team(s) by creating a Jira technical support ticket

• Document in Confluence ways to support customers during and post onboarding as you work with the CS Director to make them successful during their first 30, 60, 90+ days and beyond

• Identify contacts involved in setting up their account, or using our platform, and go above and beyond to make sure they all feel personally supported (which sets them up for success)

Must-Haves:

• 2+ years of experience in customer success, onboarding, and/or consulting

• Hands-on experience with building and evolving customer onboarding processes

• Internal/external documentation experience using Confluence or similar tools

• Exceptional communication and project management skills

• Ability to collaborate with multiple teams and work interdepartmentally

• Passion and the desire to make a positive impact on the world

• Humble, empathetic, ambitious, resourceful, and thoughtful (yes, we have H.E.A.R.T ❤️)

Nice-to-Haves:

• Bachelors degree in Operations, Communications, Marketing, Engineering, or similar

• 1+ years of experience working with Chemicals buyers, sellers, distributors, or manufacturers

• Knowledge of HubSpot CRM, HubSpot Sales, HubSpot Service, and Jira

• Fluent in more than one language such as Spanish, German, or Mandarin

About BluePallet

BluePallet is the Platform for Chemical Commerce. BluePallet has spent years purposefully building a suite of products that help producers, distributors, and end-users buy and sell chemicals. We utilize a market network model that enables all members to engage with one another and our marketplace independently. We care deeply about creating technology that facilitates the exchange of value so that our members can create the best possible experiences in learning about, finding, buying, and using chemical ingredients. Doing our job well means that we can help create a measurable, positive impact on the global economy.

BluePallet is backed by top executives and industry veterans in the chemical space who have joined us as advisors, investors, and board members. 

We are a distributed workforce by design and in search of self-starters who want to take advantage of a work-from-anywhere opportunity. BluePallet is looking for team members who are eager to be a part of a fast-growing and culture-first remote organization. 

We recently closed a Series A round to actively fill various internal departments from the ground up. As part of this expansion, we’re looking for an experienced Customer Onboarding Specialist to join our Customer Success Team.

BluePallet is proud to offer its employees competitive pay and an excellent benefits package including

• Health, Dental, and Vision with 100% individual coverage and 50% family Coverage
• Life Insurance
• Laptop: MacBook Pro
• Unlimited PTO
• Work From Home Stipend
• Wellness Reimbursement
• Cell Phone Reimbursement
• 401k Program with 100% Company Matching up to 3% and 50% Company Matching up to 5%

Industry: eCommerce, Freight Tech, Logistics, Supply Chain 
Employment Type: Full Time
Location: US, Remote

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