Onboarding Specialist

Benefits

• 401(k)
• 401(k) matching
• AD&D insurance
• Dependent health insurance coverage
• Disability insurance
• Health insurance
• Health savings account
• Vision insurance

Surefire Local started in 2009 as an idea — a way to help small businesses rank higher in search engines with cost-effective local marketing services that focused on SEO, search engine marketing and website management. A consistent, coordinated strategy across all organic and paid marketing channels translated to a lot of new customers. That idea became an ebook that spread like wildfire through the small business community.
Today Surefire Local is an all-in-one marketing intelligence platform with one critical mission: to help local businesses attract customers and grow profits efficiently. We provide the software they need to take control of their online visibility and guide them every step of the way with our team of experienced digital marketing experts, online training sessions, videos, tips, and more.

Through the years, we’ve had the privilege of working alongside thousands of local companies, and have watched many of them double and triple their profits with Surefire Local. With our flagship product, Surefire Local Marketing Platform™, locally-focused businesses of all sizes can remove digital roadblocks hindering growth, gain insights, and take action to attract and engage new and current customers through measurable, multi-channel marketing.

We are hiring an Onboarding Specialist to join our Customer Success team. An Onboarding Specialist is responsible for assisting new customers while their account is being onboarded. You will provide training and support to customers to help them adopt the company's products or services effectively, and develop and follow customer success plans to ensure that customers achieve their desired outcomes. To be successful in this role, an Onboarding Specialist should have excellent communication and interpersonal skills, as well as a strong understanding of the company's products or services. They should also be highly organized and able to manage multiple projects simultaneously.

Your Responsibilities

• Organize, streamline, and oversee the onboarding process for new customers while delivering excellent customer service.
• Effectively manage project schedule with multiple concurrent new customer onboardings and implementations.
• Provide oversight to ensure successful customer deployment and adoption.
• Build trust in the onboarding experience and ensure the client's expectations are in line with the technical capabilities of Surefire Local’s solutions.
• Provide guidance and best practices on how best to configure and utilize the Surefire Local Marketing Platform.
• Work cross-functionally to help plan, execute, and drive the adoption of process improvements.
• Proactively identify and mitigate significant risks, unknowns, and hindrances to implementation plans.
• Create, manage, and update project plans to track customer onboarding and report project status.
• Own, thoroughly document, and escalate any issues preventing successful implementations.
• Manage service delivery of customer onboarding and implementations and recommend changes to continually improve the process.
• Develop functional expertise with Surefire Local’s solutions and maintain knowledge as features continue to evolve and new or updated products are rolled out over time
• Support the organization in continuously optimizing the customer experience and pursuing successful interactions throughout the Onboarding Lifecycle.
• Address customer issues and concerns in a timely fashion to ensure customer satisfaction.
• Lead by example to contribute to a high-performing, creative, and collaborative culture
• Manage a small book of SMB accounts concurrently
• Other job-related duties as assigned

Your Skills, Experience And Qualifications

• 2-4 years of relevant experience
• SaaS software/integration
• Training clients in cloud-based software
• Project management within a client or consulting service
• Working in a customer-focused role, preferably in a consultative capacity
• Business process analysis and problem resolution
• Working with cross-functional teams in a matrix environment
• Experience with account management
• Very comfortable providing c-level executives and business owners consultation over the phone
• An analytical mind and ability to think strategically
• Drive, ambition, dedication, and high attention to detail
• Excellent communication skills and the ability to translate complex information
• Sales mentality or sales experience
• An understanding of digital marketing (spectrums are acceptable if you’re a fast learner)
• Ability to work in a changing, fast-paced, high-growth environment

Your Compensation Package

Feel valued with a competitive salary and an incentive program that allows you to share in Surefire’s success. Plan for your future with our Retirement Program via Voya including company-paid matching contributions for 401(k) and IRA accounts.

Surefire Local offers a slew of no-cost benefits including medical coverage for employees via Cigna, family dental and vision coverage, life & AD&D, short-term & long-term disability, and employer-funded Health Savings Accounts. Additional buy-up options include dependent medical coverage, voluntary life, supplemental insurance, LegalShield, and IDSheild.

Working At Surefire Local

Surefire Local was recently named to Inc. Magazine's annual list of Best Workplaces for 2022! We are adamant about fostering and nurturing our people and culture as we understand that is what enables us to grow and be successful in this industry.

We offer a remote-first work environment that allows employees the option to choose where they are based. If you prefer to work from an office, you can visit us in Vienna, VA, Austin, TX, and Manila, Philippines. Manage your own schedule as you use our unlimited Flexible Time Off policy for vacation, routine family needs, and sick leave.

At Surefire Local, we’re on a big mission that drives us every day. To get where we’re going, we need extraordinary people who are passionate and curious. That’s why we’re committed to helping you learn new skills and grow in your careers. We're an equal opportunity employer, and all applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Together, anything is possible.