Customer Onboarding Specialist

<div class="content-intro"><p>At Podium, we bring AI Employees to local businesses that turn every conversation into revenue. Trusted by 60,000+ businesses across Auto, Home Services, and Aesthetics, Podium captures and converts leads 24/7, driving both new business and repeat customers.</p> <p>In under 24 months, we crossed $100M in AI Agent ARR, scaling 300% year-over-year. During this time, we’ve deployed 10,000 AI employees to empower real business outcomes for our customers. Podium is building what we believe will be the most impactful AI employee ecosystem for local business.</p> <p>Podium has been recognized as the Best AI Implementation by Inc. Magazine, highlighted by OpenAI for building revenue-driving AI Agents, and awarded the #1 AI Agent for Business Operations by G2.</p> <p>Our growth is fueled by hiring exceptional people, holding them to high standards, and creating opportunities for them to grow and make an impact. Our <strong><a href="https://www.podium.com/operating-principles">operating principles</a></strong> guide daily behavior and ensure we hire people who will thrive at Podium. If you're hungry for growth, aligned to our operating principles, and ready to get to work, you won't find a better place to learn and accelerate your career.</p></div><p><span style="font-weight: 400;">The Customer Onboarding Specialist is a vital part of the Podium team. Responsible for the initial implementation and onboarding of new customer accounts. Responsible for the organization and management of account connections, integration fulfillment, tailored team trainings for all locations in any given account, resolving customer issues, and customer usage monitoring to bring about the successful completion of new customer implementation. The Customer Onboarding Specialist I also has a major role in creating new processes internally and needs to be able to adjust quickly to changing circumstances.&nbsp;</span></p> <p><strong>What you will be doing:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Primary contact during first 30 days of new customer experience&nbsp;</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Podium product expert</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Manage potential escalations within first 30 days</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Coordinate all account connections (product and integration related)</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Ensure product adoption through various outreach methods and health scoring of accounts</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Ensure effective hand-off to CSM’s after onboarding period is over</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Conduct full-team trainings for all locations in every account covering best practices</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Coordinating and responding to client issues</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Building new processes and working with different departments to create a smooth implementation experience </span></li> </ul> <p><strong>What you should have:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">MUST SPEAK FLUENT ENGLISH</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Must be available and willing to work onsite at our Guatemala City office location (we anticipate an office by Jan/Feb 2025)</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">2-3 years of experience in a customer onboarding/implementation role (in SaaS is a plus)</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">A bachelor's degree in business or similar field.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Exceptional written and communication skills</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Experience communicating directly with clients</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Proven track record of managing multiple concurrent projects with varying complexity levels</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Excellent problem solving skills</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Self-starter with prior experience navigating complex customer environments</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Ability to sort through large volumes of data and drive insights and results</span></li> </ul> <p><strong>What we hope you have:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Experience with Gainsight and Salesforce</span></li> </ul> <p><strong>What you should know:</strong></p> <ul> <li class="li1"><span class="s1">Must be available to work onsite at our Guatemala City office in Zone 10, Monday - Friday</span></li> </ul> <p><strong>Benefits</strong></p> <ul> <li class="li1"><span class="s2">Bono 14 and Christmas bonus</span></li> <li class="li1"><span class="s2">13 paid holidays throughout the year</span></li> <li class="li2"><span class="s4">Office is located in Zone 10, Edificio Interamericas</span></li> </ul> <p><span style="font-weight: 400;">Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.</span></p>