SOCi
  • San Diego, CA, USA
  • Full Time

About the Company:

SOCI, Inc. provides a social media and reputation management platform to address scalability issues faced by enterprises, multi-location brands, and service providers on social media. The company offers a SaaS solution that provides social media managers with the necessary tools and features to execute a robust social media management and reputation strategy. It works with enterprise service solutions, media agencies, and multi-location corporations. The company serves the property management industry, agencies, brands, and franchises. SOCI, Inc. was founded in 2012 and is based in San Diego, California.

The Role:

The Onboarding Specialist (OS) provides software training and onboarding support to new SOCi customers. The OS coaches clients throughout the initial implementation of their SOCi account and answers any questions they have. They also recommend and/or help implement other value-added services available through SOCi (social media & reputation management network support, Facebook Business manager assistance, unique use-case based setup and guidance).

The OS participates in all phases of onboarding activities for our SaaS customers. She or he will be responsible for ensuring our customers get the very best out of our platform by leading project engagements throughout the first 30-60 days of a new client's lifecycle; including requirements gathering, solution design, account customization, training, and both phone and email support.

As our OS you will work with leading executives as well as social media coordinators, and must possess the skills to hold both strategic, high-level conversations with the ability to explain complex concepts in comprehensive ways, while also providing daily technical-focused support to savvy users of our platform.

Our specialists achieve this through understanding customer business goals and objectives, developing strong rapport, and executing against a defined onboarding schedule. You will manage a portfolio of onboarding projects with a diverse set of customers, and as the first touch point in a customer's experience after licensing SOCi, you will be a critical player in driving long-term customer success and demonstrating the value of the SOCi platform.

To be successful in this role, the Onboarding Specialist will work across departments, including Sales, Client Success, Product, Engineering and Marketing, bringing customer objectives to fruition through cross-departmental collaboration and communication.

Location: San Diego, CA

Responsibilities:

  • Collaborate with Sales and Service teams to ensure smooth handoffs before and after onboarding
  • Work with clients to identify, correct, and advise on how to align business objectives within the SOCi software. You'll be your client's hero, ensuring their success from day 1
  • Become an expert on the SOCi platform and train customers with varying levels of sophistication. Provide implementation training & documentation in line with current and future training programs. Help them get oriented to our software and excited about the journey ahead
  • Manages configurations and setups within the SOCi software, and any other relevant networks (if appropriate)
  • Schedule additional training sessions for clients after each completed training session as needed. Assess what they need to be completely comfortable using the software
  • Provide excellent phone and email technical support on platform in order to assist customers to quickly identify potential issues and escalate them appropriately to ensure the best possible experience during the onboarding period
  • Work with Engineering, Sales, Client Success, Creative Services, and Marketing, as needed, to resolve issues
  • Responsible for managing workload and communicating any backups as needed
  • Provide ongoing feedback to the Operations Manager on ways to improve client onboarding success
  • Provide weekly feedback to the Senior Manager of Client Success on platform adoption, usage rates, issues surfaced, churn indicators and red flags, onboarding status, feature requests, and all other customer needs

Required Skills:

  • Exceptional communication skills both written & verbal
  • Strong interpersonal skills & proven success in cross-functional collaboration
  • Proficient with Excel, comfortable with Salesforce, familiar with Jira, and any with experience with CRM or SaaS support software is a plus
  • Desire to focus on customer satisfaction and the customer experience, and a willingness to be its internal advocate
  • Modify customer engagement skills accordingly to overcome objections and retain customers; identify solutions to issues and concerns
  • The ability to self-direct as circumstances change and priorities shift, based on organizational needs, without constant & overt micromanagement

Qualifications:

  • 2+ years of experience in a customer-facing role for a technology company (preferably SaaS)
  • Highly organized and high attention to detail
  • Proven ability to manage a sizable number of partner accounts with keen prioritization and multitasking abilities
  • Exceptional interpersonal skills; you have the unique ability to talk technical details and business strategy, in the same conversation
  • Strong technical aptitude and a drive to learn
  • Respect processes but be adaptable through change
  • Strong organizational and analytical skills with a keen attention to detail
  • Customer-first mentality; ability to empathize and build customer relationships
  • Ability to think creatively and be persistent
  • Coachable, open to feedback and dedicated to constant self-improvement

What's SOCi's culture like?

Our passionate team of SOCialites work in a convenient downtown office location, (walkable to shops and coffee, with free parking).  We have a casual dress environment (no suits and ties here), paid holidays, Flexible PTO, a comprehensive health & benefits package, quarterly team events, monthly pancake breakfast, periodic potlucks, and daily office snacks, fresh fruit and coffee.  Every new team member will be equipped with a new MacBook and a full tech center at their desk to plug in and out of. Above all, you will get to work with a passionate team that loves to laugh--so you might want to make sure your GIF game is strong.

 

SOCi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

SOCi
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