Account Onboarding Specialist

Metro Manila / Taguig City / Work From Home, Philippines
SupportNinja Careers – Customer Support /
Full Time /
We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom. 
SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.
SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management. 
As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.

 As an Onboarding Specialist, you will play a pivotal role in ensuring a seamless experience for our small- to medium-scale accounts. You will be the main point of contact for clients, addressing inquiries, providing support, and conducting product demonstrations to enhance their understanding of our SaaS products - Funder Software and Law Firm Portal.

 We’re looking for someone who has an innate ability to communicate effectively and who enjoys finding opportunities for process improvements. In this role, you will understand the fundamental value of independent work while collaborating across a cross-functional team environment and provide extraordinary service to clients.

What does a day in the life as an Account Onboarding Specialist look like?

    • Maintain a deep understanding of SaaS products, and keep yourself up to date on any updates or new features that may arise 
    • Conduct thorough needs assessments to understand clients' business objectives and customize the onboarding process to meet their specific requirements
    • Provide comprehensive training sessions to clients on how to use our SaaS products effectively, addressing any questions or concerns they may have
    • Proactively identify opportunities to optimize the onboarding process and improve overall client satisfaction
    • Work cross functionally with support and technical teams when necessary
    • Track and report on key onboarding metrics, including time to onboard, client satisfaction scores, and product adoption rates

What are the required qualifications for an Account Onboarding Specialist?

    • At least 1 year experience in an Onboarding, Customer Support, or Customer Success role
    • Eager to learn new processes and systems and assist in optimizing them at scale
    • Strong project management skills with ability to manage multiple clients simultaneously
    • Excellent verbal and written communication skills
    • Ability to build strong, trusting relationships with clients and internal stakeholders
    • Positive attitude and eagerness to go above and beyond to ensure the best possible experience for clients
    • B2B SaaS experience, especially in the finance or legal industries, is strongly preferred
Ninja Perks and Benefits
*Full time employees
●     Competitive compensation
●     Adherence to government-mandated benefits
●     Retirement Savings Program with Company Matching
●     Life Insurance
●     HMO on day 1
●     Paid time off, birthday leave
●     Bonus and incentive plans
●     Opportunities for skills training and personal and professional development
●     Employee Referral Program
●     Beautiful office space (for onsite employees)
●     Free lunch provided daily (for onsite employees)

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.