A proven track record of successful onboarding of new clients to a software solution is a must
Previous experience in a tech company that was a fast-paced, changing, dynamic, client-facing work environment. Experience in a SaaS company is a strong asset
Experience working with a CRM (like Salesforce, Hubspot)
Experience working with clients at all levels and roles up to CEOs
Ability to work independently and in a team, in cross-departmental projects, and develop opportunities that further help clients maximize their use of Fellow
Exceptional written and verbal skills in English
What the job involves
We are looking for an Implementation Specialist to join the Customer Success Team to ensure that customers receive well-managed, tailored onboarding to increase adoption by making sure every user of Fellow has success using the product
The Implementation Specialist's main focus is to ensure a successful and smooth transition of clients from the sales process into adoption and creating long-term product champions
This role will also be responsible for creating product-focused resources and finding new opportunities for customers to extend their use of Fellow within their organization
Train clients to properly use the platform and ensure they are maximizing the value of the platform through education, best practices, and creative set-up
Educate users on how existing and new product features work, and how the platform can contribute to their business objectives
Deliver exceptional service, troubleshoot issues that arise, and ensure every client is satisfied with the handling of questions/issues during their onboarding experience
Identify education and training gaps through regular and ongoing interaction with potential, new, and existing clients, as well as internal teams
Manage client onboarding, training, and support tasks for new clients via Zoom, Email, Slack, and project tracking systems
Create documentation and video tutorials to educate users about features and settings
Collaborate in cross-functional teams to improve the overall client experience by providing product feedback, recommendations, and escalations to other departments
Report bugs and feature requests to the engineering team
Manage onboarding projects and processes, including scheduling and completing tasks on established milestones
