You're a driven and customer-centric individual with experience in Customer Onboarding or Customer Success. You have a passion for technology and are eager to pick up new skills that enable you to prioritize technically complex processes and tasks. You're able to quickly understand customers' needs and personalize their onboarding process to ensure a successful transition to our product, while also focusing on driving adoption and engagement!
And us? We are well funded and growing exponentially. In 2022, for the second consecutive year, we have won Deloitte’s Fast 50 in Canada and Fast 500 in North America awards, recognizing us as one of the fastest growing companies on the continent - and we’re just getting started! We are building the world's most advanced tools for e-commerce and interior décor. Our customers include Fortune 500 companies such as Home Depot, local retailers such as Alexanian's, and leading brands such as Crate & Barrel. We are looking for zealous and collaborative challenge-seekers to amplify our momentum and help us create an iconic global tech company.
What You'll Do:
- Own the end-to-end onboarding process for new customers, ensuring that they have a smooth and successful transition onto the platform
- Collaborate with the Sales and Customer Success teams to understand customer requirements and customize the onboarding process as needed
- Manage the set-up and configuration of customer accounts, ensuring that all settings and integrations are properly configured to the customers needs
- Provide training to new customers on how to use our platform, including product demos, best practices, and strategic guidance on maximizing value
- Be responsible for Customer Satisfaction, product adoption and value realization during onboarding
- As the main point of contact during onboarding, act as a trusted partner to your customers to better understand their needs, answer customer questions, and help them achieve their goals
- Engage and share learnings across the wider Customer Success team
- Identify and escalate any challenges or roadblocks that prevent a successful onboarding and work cross-functionally with teams to resolve them
- Create and maintain onboarding documentation, including product guides, training materials, as well as CRM records
- Serve as a key voice of our customers to our internal teams - including Product, Sales, and Leadership - and partner with other teams to drive best-in-class customer experiences
Requirements:
- You have 1-2 years of experience in a Customer Onboarding or Customer Success role
- You are passionate about technology and are driven to continue learning
- You can quickly pick up new skills and prioritize technically complex processes and tasks
- You are professional and comfortable engaging C-suite executives or multiple stakeholders
- You have strong communication (written and verbal), interpersonal skills, and building relationships comes easy to you
- You can manage tight deadlines (but you can control much of your own schedule)
- You are comfortable utilizing Google Workspace tools (including using Google Sheets and Docs) as well as Salesforce
- Experience in SaaS a plus
- Bonus: Fluency in a second language
About our culture
- We work in tight-knit teams to maximize speed and cultivate an ownership mentality.
- We cherish curiosity and an obsession for details because we know these details are invaluable over the long run.
- We promote an environment where ideas are challenged. The best ideas win!
- We're hyperfocused on our achievements and our ability to execute on our promises. We act with urgency.
- It's not always about us. We give back to our community to ensure it can grow.
- We love to compete and have fun. Our game nights are legendary.
About our products
Our technology lets you see products in your own room before you buy.
Imagine you want to redesign your home and have been searching for new tiles for your kitchen, or a new rug for your living room. You definitely want to make sure it will look good in your space. We enable that through cutting-edge computer vision technology, presented in an extraordinarily simple and accessible way. Try our rug demo now! Simply upload a picture of your room using your mobile phone, and slide the rug under your coffee table: https://www.roomvo.com/rugdemo4r
About our results
Our customers see a 5x increase in e-commerce conversion rates and a dramatic decrease in the time it takes for their customers to make a purchase decision. We are also reducing the world’s carbon footprint by eliminating trips to the store and avoiding product returns, while also saving marriages -- now you can be sure you’re buying the right product for your home.
About our office and remote work
We are located in downtown Toronto with nearby access to both of the main subway lines. Currently, we are all working from home; we encourage our teams to work from wherever they are most productive, and many of us will continue to work from home in the future, either full-time or partially. While we're all working remotely, we’ve come up with a few ways to keep everyone on the same page, including a quick company-wide check-in every Monday, remote coffee breaks on Fridays, and ad hoc topical sharing sessions. Another big upside is you get to be around your pets and plants (if you have them).
About our hiring process
Now: You upload your resume and complete a brief questionnaire.
Week 1: We arrange a video call with you to assess your abilities.
Week 1 or 2: You attend the first video interview.
Week 2 or 3: You attend the second video interview soon after.
Week 2 or 3: You receive an offer.
Take the Leap. Apply now.
Our demo, in case you missed it: https://www.roomvo.com/rugdemo4r