Onboarding Specialist
Online shopping has changed. Today’s eCommerce runs on selling products, not brands. SamCart is the first e-commerce platform built from the ground up for direct-to-consumer brands. By focusing on the product level, and not the store level, our customers can create beautiful sites that showcase their products, convert visitors into customers, and increase the value of each purchase.
SamCart is looking for a talented Onboarding Specialist to join our Customer Success team. You’ll help lay the foundation of Customer Success at SamCart, and collaborate with SamCart sellers to ensure their success with our platform. You’ll serve as the voice of the customer internally, and work to ensure our sellers have the technical and strategic proficiency to grow their businesses with SamCart.
SamCart’s Onboarding Specialist is primarily responsible for training new customers on how to use the SamCart platform, helping them prepare for launch, and scheduling meaningful check-ins through their first 60-days. This requires becoming a product expert as well as an educator and advocate. They will guide SamCart marketplace owners through best practices as well as listen to their feedback and identify ways SamCart can continuously improve the experience of owners and their buyers.
Requirements
Responsibilities:
- Onboard new customers onto the SamCart platform -- understand the customer’s business and relate SamCart’s features and benefits to their needs
- Recommend strategies and best practices that maximize conversion and revenue
- Proactively reduce churn by supporting customers at the start of their SamCart journey
- Handle multiple customer meetings each day -- be prepared, punctual, and focused on the customer
- Maintain expert knowledge of the SamCart product including features, integrations, and offerings
- Identify trends among customers and offer feedback and solutions
- Act as liaison between the customer and other departments such as the sales, support, marketing, and product teams
- Keep Salesforce records up-to-date
Requirements:
- 1-3 years of experience in a customer success, sales, or support role (ideally at a SaaS company)
- Demonstrate an ability to translate technical concepts into digestible language and actionable guidance
- Excellent written and verbal communication skills with a positive, customer-centric attitude
- Is tech-savvy, adaptable, and comfortable with frequent functionality updates
- Is a master critical thinker – Has the ability to provide innovative solutions or draw reasonable conclusions from provided information/context
- Enjoys working directly with our customers, being their trusted advisor, and understanding the importance of customer happiness in staying ahead of our competition.
Benefits
Here at SamCart, we are startup veterans, marketing savants, experience experts, and eCommerce bosses. Our goal is to build the industry-leading direct-to-consumer eCommerce platform. Our team works hard, supports each other, and enjoys these awesome perks.
- Stock options
- Unlimited PTO policy, including a 14-day minimum
- Flexible work schedule
- Cool offices with cool people
- (Covid Update: Currently Working From Home)
- Free snacks and drinks
- Regular happy hours and other fun stuff
With the above stated, we are open to candidates of all backgrounds and encourage you to apply if interested! SamCart is committed to cultivating a diverse and inclusive team. Send your resume to [email protected].
This position is located in Austin, TX or Fulton, MD. As a startup, we are not offering a relocation package at this time. You will be expected to relocate to one of our Hub cities at your own expense.