Customer Onboarding Specialist

ReadyMode is an enterprise-grade, cloud-based all-in-one predictive dialer that intelligently connects call center agents with more leads in less time. Make more connections, and maximize agent productivity - all at an affordable cost. We pride ourselves on “transforming the way businesses communicate with their customers.” 

At ReadyMode, we are big believers in the 3 E’s - Empathy, Empowerment, and Engagement. We live and breathe these values in everything we do, whether that relates to our clients or teammates. If you are looking to work with a fun, collaborative team that will encourage your growth, this is the place to be.

Required Qualifications/Experience

• At least 3 years of experience in a Customer delivery role in a SaaS environment; including but not limited to Onboarding, Support, Customer Service, Success, Pre-Sales or Solution Architecture.
• A proven record of customer retention through usage and adoption of software.
• Clear communication and presentation skills for both internal and external stakeholders
• Ability to operate with minimal supervision in an ambiguous environment by asking questions and offering solutions.
• Aptitude for digesting and communicating across audiences of varying technical ability.
• Self-motivated and critical thinker 

Bonus

• Bachelor level education preferred (asset if relevant to the role eg. Business, Marketing, Analytics, or similar) or equivalent relevant experience.
• Experience using a modern Tech Stack, which includes G-Suite/Office 365, Slack, Zoom
• Experience using a CRM (Salesforce, Freshdesk, ChurnZero, etc)
• Analytical skills or experience in Excel or equivalent tools.
• Experience working in a start-up or high growth environment and the ability to be both strategic and hands-on in your approach

Your role

• Onboard, Set up and Train customers for successful adoption of our product
• Keep an organized and responsive relationship with customers throughout the onboarding process
• Troubleshoot and analyze customer issues, providing suitable recommendations and best practices to minimize these issues
• Work closely with Support to assist in resolving escalated issues in a timely manner and properly communicate/set expectations with customers
• Become an expert advisor on the ReadyMode platform and integrations
• Work with the Sales, Product and Support teams to optimize the customer journey and identify scalable and effective ways to maximize customer adoption
• Coordinate the handoff process between the Sales team and Customer Success by flagging potential risks to adoption as identified during the sales cycle
• Initiate and execute end-to-end engagement marketing strategies focused on driving product adoption and ongoing usage of ReadyMode to improve customer health and ensure full value realization from our platform for our customers
• Connect with customers via scalable channels (email, in-app messages, videos, webinars, and other communications) to help solve problems, develop goals, drive product adoption, and identify trends
• Bring the voice of the customer as you partner with Development, Marketing, Product, and Sales to deliver a best-in-class customer experience
• Measure, track and analyze results, report progress, and optimize programs continuously through innovative practices focused on increasing customer retention

The Perks and Benefits 

• Virtual and covid permitting in-person events
• The tools you need to get the job done well - Mac or PC, it's up to you!
• Group RRSP matching
• A full benefits package
• An education and training grant 
• Recognition and rewards
• Custom ordered snacks