Onboarding Specialist

New York, New York /
Sales /
Full Time
About Us:
Torch is a rapidly growing start-up (5x last year) that has raised over $30 million from top VCs including Bessemer Venture Partners, Felicis and FJ Labs. Torch’s mission is to improve the lives of healthcare providers by simplifying supply ordering, providing transparent pricing, and modernizing the outdated ordering process. Torch is targeting the $100+ billion office-based healthcare supply industry, starting with dental practices. Our innovative e-commerce software platform streamlines healthcare professionals’ procurement process and helps them secure the best prices. 
Our founding team has experience from Blackstone, SmartAsset, Dropbox, and Datadog, from schools including Harvard, MIT, and UVA. We’re a close‑knit team that enjoys working together every day to solve real‑world problems. We are working to create better solutions to help healthcare professionals succeed, and are looking for people like you to help bring them to life!

Your Contribution:
As a Onboarding Specialist, you will be the main point of contact for our customers in their first 60 days; taking them through their setup process, walking through key functionality on our platform and ensuring they have a great experience with their first orders on Torch. This will be a cross-functional role, coordinating with sales, operations and account management to ensure we are delighting our customers from day one. The ideal candidate for this role has a strong willingness to talk to our customers and create an exceptional experience at every interaction.

Your Day To Day Responsibilities:
- Educating new customers about our business and their product suite
- Helping new customers with account setup and implementation
- Becoming an expert on the Torch product and catalog
- Conducting new customer onboarding calls on a daily, weekly, or biweekly basis
- Tracking potential customer drop-off indicators and proactively reaching out
- Creating and running education campaigns with customers
- Resolving technical problems to create a customer experience with minimal friction
- Responding to new customer requests and inquiries via chat, email, and phone
- Maintaining new customer relationships from product setup to adoption

What We’re Seeking:
- Demonstrated track record of meeting or exceeding targets
- 2+ year of experience in a B2B, client facing role (Sales, Onboarding, Customer Success, Account Management)
- Strong interpersonal skills, with the ability to clearly frame a value proposition, probe for objections, remove obstacles, and eliminate barriers to gain commitment
- Willingness to hustle, roll-up sleeves, and get in the weeds with our partners in order to hit monthly and quarterly revenue, retention, and adoption targets
- Demonstrated time management and organizational skills with the ability to multitask and prioritize based on impact
- Passionate about building relationships, particularly with small businesses

Bonus Points:
- Interest in tech start-ups
- Knowledge of SMB onboarding
- Experience in healthcare space, especially dental
- Interest in supply chain and marketplaces
- Prior project management experience
Why Torch: 
- Collaborative, team-oriented, high performing culture
- Structured training program with clear performance based career track and potential for quick growth
- Competitive salary 
- Demonstrated investment in benefits for employees (i.e., medical, dental, 401k, commuter benefits, Teladoc virtual health and Talkspace online mental health memberships)
- Social outings & team events (Virtual & In Person)