Onboarding-customer-success-manager

2 weeks ago

Melbourne, Australia Podium Full time

**Responsibilities**:

- Podium exists to help local businesses win. Using Podium’s technology, local businesses are able to simplify the way they build their business and modernize the way they communicate with their customers - from collecting payments, facilitating online reviews, launching marketing campaigns, and much more.
- Our work and focus on local business and helping them to build thriving businesses has been recognized across the industry, including Forbes’ Next Billion Dollar Startups, Forbes’ Cloud 100, the Inc. 5000 (#13), and Fast Company’s World’s Most Innovative Companies. For more about our product, watch this video. Podium has a positive, inclusive, and supportive culture and was recently named one of Inc. Magazine’s Best Workplaces for 2021 (4 years in a row). We look for people who are curious, creative and are willing to do the work to be a little better every day. We also embody our company values in all that we do, which always starts with being Customer Obsessed, followed by Be a Founder, Zero Drama, and Enjoy the Ride.
- **What You Will Be Doing**
- Primary contact during first 60 days of new customer experience
- Podium product expert
- Manage potential escalations within first 60 days
- Coordinate all account connections (product and integration related)
- Ensure product adoption through various outreach methods and health scoring of accounts
- Ensure effective hand-off to CSM’s after onboarding period is over
- Conduct full-team trainings for all locations in every account covering best practices
- Coordinating and responding to client issues
- Building new processes and working with different departments to create a smooth implementation experience

**What You Should Have**
- 1-2 years of experience in a customer onboarding/implementation role (in SaaS is a plus)
- Exceptional written and communication skills
- Experience communicating directly with customers
- Proven track record of managing multiple concurrent projects with varying complexity levels
- Excellent problem solving skills
- Self-starter with prior experience navigating complex customer environments
- Ability to sort through large volumes of data and drive insights and results

What We Hope You Have- Experience with Gainsight and Salesforce

**Benefits**
- Transparent culture
- Work from home
- Great opportunities for career growth
- Swag

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, colour, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.Benefits

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