As an Onboarding Manager on the Customer Success team, your primary function is to guide prospects and customers through their onboarding period with Dash Hudson. You will look to prove value as the customer-facing product and onboarding expert on the Dash Hudson team. You will work closely with our Account Management and Account Executive teams to ensure that our customers have consistent adoption habits to achieve outcomes with our software that align with their business objectives. You will also work closely with our Product and Product Marketing teams to stay current on all of Dash Hudson's product offerings.
Customer and Prospect Facing
- Move all new customers through a 30 to 90-day onboarding flow, ensuring they meet usage requirements.
- Provide product trainings, feature demonstrations, and workshops to existing and prospective customers during their onboarding and trial periods.
- Work with Account Owners to identify prospect's goals to ensure the onboarding flow and objectives align for each customer.
- Provide industry and role-specific examples and best practices.
- Demonstrate a clear understanding of the technical aspects of the Dash Hudson platform.
- Provide accurate and timely answers to questions from customers and prospects regarding the functionality of the Dash Hudson platform.
- Be the customer's main point of contact for all platform-related inquiries during their onboarding period.
Internal Duties
- Monitor and report on the usage and workflows of customers during their onboarding period via Mixpanel and Full Story.
- Track bugs and customer question trends during the onboarding and trial period.
- Strategize new use cases and tactics to increase adoption during the onboarding and trial periods.
- Provide accurate and detailed customer feedback to the Product team.
Collaboration
- Provide customer onboarding, product training, feature demonstrations, and workshops to existing and prospective customers during their trial and onboarding periods.
- Be the expert in the customer onboarding period and relay feedback on the process to leadership and cross-departmentally (Product Marketing, Content, Account Owners).
Desired Skills and Experience
The ideal candidate is experienced in customer-facing roles, with strong technical skills, and the ability to effectively adapt to a fast-paced, rapidly changing industry and company. We require exceptional communication skills in order to build and maintain the trust of our existing customers. Ability to collaborate well across internal teams and is comfortable expanding their role parameters as needed to get the job done.
- 2-4 years of relevant work experience.
- Ability to self-start and bring forward ideas.
- Comfortable creating and seeing through long-term plans.
- Exceptional communication skills in order to build and maintain the trust of our existing and prospective customers.
- Ability and desire to collaborate well across internal teams.
- Exceptional organizational skills.
- Ability to craft messaging that will re-engage a user.
- Be invested in personal growth and hungry to learn new skills.
- Experience with virtual meetings is required.
Don't meet every qualification? Research shows that equity-deserving groups like women and people of colour are 20% less likely to apply to jobs unless they are 100% qualified. Dash Hudson is committed to diversity, equity, and inclusion by representing the diverse communities we serve. Our culture values differences and ensures that every current and prospective team member has equitable access to opportunities to succeed. If you are interested and excited about this role but your qualifications don't match up perfectly, we encourage you to still apply. You may be the best candidate for this role.
At Dash Hudson, we strive to build great solutions that solve real problems for marketers and are unabashed about our unique ability to be the best at what we do. To achieve our goals as a company and provide a service to our customers that is unmatched, collaboration and support among the team is what propels us forward.
Dash Hudson would not exist without the dedicated employees who contribute their unique skills, voices, and ideas to the company's long-term success. Building a diverse and talented team is an integral part of creating an innovative and well-rounded product and work environment.
Dash Hudson's hiring practices and company culture does not condone discrimination based on race, religion, colour, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.
Employee Benefits
At Dash Hudson, our team is our competitive advantage. We are committed to supporting one another and work hard to ensure everyone has the support they need. In addition to health and dental benefits for you and your family, you can also expect:
- Vacation, personal days and sick time
- RRSP/401k matching
- Annual mental health benefit
- Quarterly wellness benefit
- Donation matching program
- Parental leave top-up plan
- Work-from-home benefit
- Flexible working hours and location
- Departmental and team-wide bonding activities
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