CES - Onboarding Specialist (REMOTE)

Onboarding Specialist, pulseM & Customer Lobby – REMOTE 

EverCommerce [Nasdaq: EVCM] is a leading service commerce platform, providing vertically tailored, integrated SaaS solutions that help more than 600,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. Specializing in Home & Field Services, Health Services, and Fitness & Wellness industries, EverCommerce solutions include end-to-end business management software, embedded payment acceptance, marketing technology, and customer engagement applications.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://www.evercommerce.com/about-us/careers/

We are looking for a highly motivated and driven Onboarding Specialist looking to make an impact at our pulseM & Customer Lobby brand. 

At pulseM we provide home service providers a fast and easy way to help generate and garner Google reviews and social media feedback to boost their online reputation. Our online reputation management software seamlessly integrates with your field service management system, making requesting and managing customer reviews simple. pulseM focuses on humanizing the homeowner experience by enhancing customer communication before and after the service appointment. Our automated, personalized approach gives your home service business the tools to build a stellar reputation.

At Customer Lobby we provide the leading automated customer communication SaaS product focused on small businesses. Our automated retention & marketing software analyzes our clients’ data, uses artificial intelligence to predict customers who will need service soon, and reaches out to their customers with personalized postcards and emails. We are seeing explosive success in a market that technology has often left behind, and feel proud to be helping services businesses grow.

As an onboarding specialist, you will be responsible for the customer success and retention of new business. You are a self-starter who can work well under pressure and balance competing priorities in a fun, results-oriented work environment. Your professional demeanor and attention to each customer’s specific needs will immediately gain the respect and trust of our new service business owner clients as they become immersed with our product.

Key Responsibilities:

- Coordinate with the sales team to ensure all pre-onboarding requirements have been met before initiating the onboarding process.

- Schedule and run setup calls to better understand the needs of our new members, define their personal customer journey, and ensure expectations are properly set.

- Act as a consultant to the businesses we work with - advise them on best practices for marketing to their customers and increasing their business

- Document the customer journey in CRM tools, leaving detailed notes that will assist the Customer Success team in serving members after the hand-off

- Identify opportunities to upsell - notice clients who have needs that our products can help address

- Partner with the development team to address any technical hurdles that might present themselves throughout the onboarding process

Skills and Experience:

- 1+ years managing and onboarding a portfolio of accounts, working with a range of VP/C-suite/SMB owners (SaaS account management a plus)

- Organized, detail-oriented individual capable of managing multiple customer onboarding journeys at once

- Customer service orientation built on empathy, active listening, and servitude

- Excel acumen with the ability to understand, analyze, and interpret data to make organizational, planning and problem-solving decisions.

- Strong written and oral communication skills

- Must be a confident, adaptable self-starter who thrives in an empowered, fast-paced environment

- Ability to prioritize the most important activities daily in order to maximize time spent on each account

- SalesForce, ChurnZero, Office 365, HubSpot experience is a plus

Where: [Remote - US only] The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.

Benefits and Perks:

- Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid

- Continued investment in your professional development 

- Robust health and wellness benefits, including an annual wellness stipend

- 401k with up to a 4% match and immediate vesting

- Flexible and generous (FTO) time-off

- Employee Stock Purchase Program

Compensation: The target base compensation for this position is $60,000 per year in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.