Full Time - REMOTE - Customer Onboarding Specialist (X-Cart Automotive eCommerce Platform)
Location
Work from home | India
Job description
X-Cart Holdings, LLC | Athens, GA United States
$30,000 - $40,000 a year - Full Time
Who is X-Cart?
X-Cart is a leading eCommerce platform with a long history in the eCommerce industry. Over the last couple of years X-Cart has made a shift to provide an eCommerce solution specifically designed with the Automotive Aftermarket in mind, with our full launch of this version of the platform being in 2023. X-Cart has begun to experience quite a bit of growth with the Automotive Aftermarket industry over the last year, and as a result we are looking to find someone to come alongside the Customer Success Manager, and help our customers get the most out of their new eCommerce platform.
What is a Customer Onboarding Specialist?
A Customer Onboarding Specialist is a key team member of the Customer Success team focused on helping new customers effectively utilize the X-Cart platform, and the various integrations and add-ons that we provide. They are responsible for ensuring customers understand how to use features optimally, advocating for their needs, and ultimately guiding them towards achieving their goals and a successful launch of their new online storefront.
What does a Customer Onboarding Specialist do?
A Customer Onboarding Specialist provides essential first touch support and guidance to new customers, helping them navigate through the early stages of product usage. They answer queries, provide customized advice and guidance, troubleshoot basic issues, and work closely with other teams to ensure a smooth transition for the customer. Their goal is to improve customer satisfaction and retention by making the onboarding process as efficient and helpful as possible.
Customer Onboarding Specialist responsibilities:
- Join the Customer Success Manager (CSM) on the initial kickoff call with the new customer.
- Act as the primary contact for new customers, answering questions, and providing advice.
- Monitor X-Cart setup progress and guide customers through next steps.
- Demonstrate features, provide guidance, and troubleshoot basic issues through scheduled calls or video meetings.
- Proactively contact customers at the first sign of trouble to improve trial conversions.
- Work with various X-Cart teams to create and update customer education materials.
- Help transition customers effectively out of onboarding and onto full platform adoption and usage.
- Help transition customers to the 24/7 support team at the conclusion of onboarding.
- Meet regularly with the CSM to provide customer feedback as well as raise any concerns or escalations to the CSM’s attention.
- Conduct ongoing reviews of the onboarding process with the CSM and other teams involved in onboarding to continually adjust and perfect the onboarding process.
- Work with the CSM and other X-Cart teams to develop and provide automated outreach to customers with helpful collateral during the onboarding phase.
Requirements and Skills
- 1+ years in Customer Support, Account Management, Customer success, or a similar field.
- Bonus points for experience in Customer Onboarding in the eCommerce and/or SaaS industry.
- Additional bonus points for experience with the Automotive aftermarket industry.
- Ability to work between 8AM and 5PM EST.
- Familiarity with monday.com
- Tech-savvy with the ability to quickly learn new products and explain them to others.
- Analytical and creative in finding solutions for customers.
- Excellent communication skills, both verbal and written.
- Proficient in English and able to effectively communicate with native English speakers.
- Ability to prioritize, multitask, and manage time effectively.
- Passionate about improving processes and delivering a fantastic customer experience.
Benefits
- 60-100% of medical insurance (US Employees only)
- Unlimited PTO
- Phone/internet reimbursement
- Access to chair/desk reimbursement program
- Additional items TBD
NOTE: Benefits may vary for international applicants.
Location
- Remote (Anywhere)
- X-Cart Headquarters: Athens, GA
Job tags
Salary
$ 30000 - $ 40000 p.a.
