Customer Support and Onboarding Specialist
Remote (US Only)
Customer Success /
Full-time /
Remote
Our mission is to build financial management technologies that enable the world’s most important companies to grow more quickly in a sustainable way that’s good for people, the planet, and business.
When companies have strong cash flow performance they can shift from short-term acrobatics to long-term growth and innovation. These are the teams that change the world by being freed to optimize for all of their stakeholders, including their employees, business partners, and environment.
The Opportunity
Cash flow is the toughest financial statement to understand but it’s fundamental to funding your own growth. We build the most intuitive and actionable tools for companies to optimize cash flow performance. Our platform analyzes billions of dollars of B2B transactions each year, users spend 70% of their workday in Tesorio, and we save finance teams thousands of hours. As a result, they can invest more confidently and anticipate their capital needs further in advance.
Our Accounts Receivable Automation platform is a leader in the market. We were named to the Top 50 Accounting & Finance Tools by G2 for 2022 and we were selected for the Intelligent Applications Top 40 by leading VCs and Goldman Sachs. Our customers are proud to say they partner with Tesorio. We’re growing quickly and working with the world’s best companies, like Bank of America, Coupa, Twilio, Box, and more.
We are well funded and backed by top investors including Madrona, First Round Capital, Y Combinator, Workday Ventures, Floodgate, and BAMCAP. We’re also backed by tenured finance execs, including the former CFOs of Oracle and NetSuite. To accelerate our growth trajectory, Tesorio is looking for a high-powered Customer Success Manager (CSM). We are coming off a record-setting year in 2023 and are looking to make a strategic hire to further accelerate our growth. This is an exciting opportunity for someone with 3-5+ years of customer success and sales experience to be part of a leading Financial Technology software-as-a-service (SaaS) business.
Job Description
We are looking for a self-driven, detail-oriented, and versatile Customer Support and Onboarding Specialist to join Tesorio. As a key member of the Customer Success team at Tesorio, you'll be a part of a small fast-growing team of creative problem-solvers. You will be the face of our company, guiding new customers through their onboarding journey and ensuring they have a seamless experience. You will be responsible for delivering top-notch support, answering queries, solving issues, and ensuring that customers are fully equipped to utilize our products and services to their fullest potential. Your role will be instrumental in continuing to improve our (award-winning) onboarding experience, in addition to highly contributing to customer satisfaction, retention, and long-term loyalty.
Onboarding Responsibilities
- Welcome and engage new customers by guiding them through Tesorio’s onboarding process.
- Conduct product demonstrations, configuration, and training sessions tailored to customer needs.
- Develop customized onboarding plans that align with the customer’s specific goals and use cases.
- Collaborate with Sales and Customer Success Managers to ensure a smooth onboarding experience.
- Work with Tesorio partners to provide project management support across multiple stakeholders.
- Proactively engage with customers post-onboarding to ensure continued success and satisfaction.
Support Responsibilities
- Research, troubleshoot, and resolve end-user issues via email and live chat, following up to ensure resolution and customer satisfaction.
- Validate user-reported issues by reproducing steps, reviewing logs, and identifying potential causes, while documenting findings for internal teams.
- Communicate effectively with customers by asking clarifying questions, providing workflow best practices, and offering creative solutions.
- Serve as a customer advocate, prioritizing inquiries, fostering collaboration, and ensuring customer satisfaction through adherence to internal processes and productivity goals.
Qualifications Required
- 3 years of experience in technical support, customer success, and onboarding for SaaS
- 1-3 years of experience working in a remote environment
- Prior experience working for a Series A-C startup serving global customers.
- Familiarity with a support ticketing system - Jira.
- Exhibit strong independent problem-solving skills by effectively triaging, diagnosing, and identifying solutions even when full information or clarity is not immediately available.
- Demonstrate excellence in written and verbal communication, active listening, and the ability to manage difficult conversations with positive outcomes.
- Manage multiple priorities efficiently, utilizing exceptional project management, time management, and organizational skills while collaborating with cross-functional teams.
- Show adaptability and thrive in ambiguous environments, applying above-average reasoning and critical thinking to define problems, analyze data, and implement solutions.
Nice to Haves
- Prior experience in consultative services
- Prior experience in a finance startup
- Prior experience in change management
Tesorio Benefits & Perks
- Competitive salary, commission plan, and stock options
- Opportunity to work in a high-growth SaaS company with a strong, results-oriented culture
- Comprehensive Health Insurance (Medical, Dental & Vision)
- Paid vacation, sick time, and company holidays
- Long-Term Disability Coverage
- 401(k) Plan
- Stipends for Health & Wellness and Personal Growth
- Choice of Mac or Windows laptop
- Noise-canceling headphones
- Choice between a home office buildout or expensing a co-working space
$60,000 - $80,000 a year
