Customer Onboarding Analyst

Scottsdale, AZ / Remote /
Business Operations – Customer Success /
Full-time
CUSTOMER ONBOARDING ANALYST (CUSTOMER IMPLEMENTATION ANALYST)

ARE YOU INTERESTED IN JOINING A HYPER-GROWTH LOGISTICS TECH COMPANY?

Do you want to join a company that is expanding its SaaS product portfolio?
→ Do you want to have the opportunity to join a fast-growing Customer Success team?
→ How about the opportunity to drive success towards your customer portfolio? 

If so, nice to meet you! If so, nice to meet you! We are Loadsmart and we have recently created a new Customer Onboarding Analyst position. We are a Series C-funded logistic technology company that has increased our revenue by 200% year over year, led by a leadership team of logistics veterans and experienced engineers, product leaders and data scientists continuing to disrupt this $800 billion industry. 

You will drive new customers in the onboarding process towards their goals, while enabling and  educating users to fully adopt the product, ensuring high levels of satisfaction and building strong relationships with clients. You will be directly responsible for guiding customers to take their first steps in the product, monitoring your customers performance in the onboarding process and will also actively contribute to build and strengthen our customer’s journey focusing on the delivery of the best possible experience.

REPORTING TO: Katie Moyle, Manager, Customer Success
LOCATION: Phoenix, AZ (Remote)  

WHAT YOU GET TO DO...
Onboard new customers, ensuring achievement of their goals and of process milestones.
Guide new customers along the onboarding process  by understanding their business needs, key objectives and technical capabilities.
Engage users along the onboarding process, ensuring their productive participation in each session.
Drive users to product adoption, enabling them to work on their own by building their knowledge.
Partner with other departments to provide better solutions and experiences to customers.
Track and report customers' performance.
Identify and manage potential risks related to customers expected results, product adoption, disengagement and dissatisfaction with the service.
Identify and leverage opportunities that will lead the customers to achieve better results and for our products to evolve.
Monitor customers’ interactions with our Support team to make sure their expectations are met and help drive resolution.
Contribute to build and strengthen our onboarding and ongoing service models;
Contribute to build and strengthen our processes.
Represent the voice of the customer to proactively provide input and feedback to Sales, Product, Finance, Support and other departments in order to improve the customer experience and the processes built to support them.

YOU HAVE EXPERIENCE… 
2+ years of experience as Onboarding Analyst for SaaS products or Implementation Analyst of software products.
2+ years of experience in the Logistics industry is a plus.
Proven track record of working in a customer facing role focusing on software implementation.
Excellent English language skills.
Strong communication skills, both written and verbal, in order to effectively understand and communicate customer expectations.
Customer-oriented: genuine interest in the customer’s business and in what they say and expect.
Problem solving: ability to clearly define and deliver technical solutions that drive customer satisfaction and business results.
Interpersonal intelligence: ability to read between the lines and to ask difficult or uncomfortable questions to customers.
Influence: ability to map customers’ internal political environment and to positively influence the decision making process.
Data analysis: ability to understand and interpret data with a focus on generating insights.
Results-oriented: ability to understand the goal, keep yourself motivated and consistently keep focusing on the outcome, no matter the obstacles.
High technical aptitude and overall understanding of technology.
Experience with CRM, preferably Salesforce, is a plus.

YOUR COLLEAGUES WOULD DESCRIBE YOU AS: 
Adaptable and flexible - you roll up your sleeves and get dirty with projects.
In start ups, not everything is as stable and well defined as in larger organizations and you have to be flexible to be able to deal with this sort of environment.
Curious - you are comfortable asking smart questions, proactively want to scratch the surface and dig a little bit deeper.
Hands-on - you are a doer, willing to learn, and you like to learn by doing things and figuring out by yourself if necessary.
Organized - you are structured and self disciplined. You hold yourself accountable to your own action items and also follow up with peers and colleagues to ensure they are also delivering as expected.
Problem solver - you are able to take a step back and look at challenges from different angles. You don’t expect things to be handed to you on a plate.
Systemic - you are capable of analyzing scenarios and consider multiple implications and impacts, preventing customers and company from suffering losses or misalignments.
Driven by results - you are comfortable to work with goals and to be challenged to always deliver the best.

WORKING AT LOADSMART

Prosperity 
• Competitive base salaries - we believe in rewarding top talent 
• Equity package - become a shareholder in our company! 

Good Health
• Comprehensive Medical, Dental, and Vision insurance plans
• 401k Match up to $5,000 regardless of salary
• Short and Long Term Disability Insurance covered 100% by the company
• Teledoc (remote doctors) and Talkspace (mental health counseling) membership fees covered 100% by the company 

Happiness!
• Unlimited PTO
• An opportunity to work with an inclusive, global community of Loadies across 15 countries united by our core value of Teamwork 
• Regular recognition, feedback, and transparency across all levels; we offer monthly Business Updates, monthly "Ask Me Anything" Sessions with the CEO and Quarterly Equity updates
• Opportunities for you to join our community service initiatives and donation drives
• Lots of employee engagement activities both offsite and onsite 

 Are you up to the challenge? Apply today!
At Loadsmart, we believe our biggest asset is our people. We are proud to be an equal opportunity employer, hiring and developing individuals from diverse backgrounds and experiences to add to our collaborative culture. Loadsmart treats all candidates and employees with respect and does not discriminate in our recruiting, hiring, and promoting processes, including on the basis of race, color, religion, sex, age, sexual orientation, gender identity and/or expression, national origin, veteran status, or disability.