Onboarding Specialist

Company Description

We're a fast-growing startup in our 8th year of business, with campuses in Mountain View, San Francisco, and Atlanta. We make it easy for businesses to understand how customers interact with their digital properties so that they can improve their customer experience. We do this by giving companies on-demand access to people in their exact target market who deliver video, audio, and written feedback on websites, mobile apps, and prototypes. Over 34,000 companies, including Google, Facebook, CBS, Apple, and The Home Depot, use UserTesting to improve their user experience—and their bottom line.

Responsibilities

  • Train customers in UserTesting platform basics and provide guidance appropriate to their level of research experience and sophistication.
  • Learn the goals and objectives of new customers and translate those needs into a tailored implementation and onboarding process.
  • Apply best-practice UX/UR and training methodologies.
  • Partner with Product and Marketing teams around roll-out of new  UserTesting products and services that require training.
  • Plan and execute a seamless transition between onboarding and upfront road mapping and the ongoing efforts of the Customer Success and Professional Services teams.

Success Metrics

  • 4-5 average customer feedback score

Description of Success

  • Drive close relationships with customers at the beginning of their UserTesting engagements to ensure initial platform adoption - and ultimately, renewal.
  • Provide “customer first” experience for new customers, both in-person and remotely.


Qualifications

  • Bachelor’s degree or equivalent work experience.
  • At least 2+ years or relevant experience in a customer-facing role at a SaaS company.
  • Demonstrated mastery of user-centered research methods supported by the UserTesting platform.
  • Demonstrated ability to engage people
  • Solid interpersonal skills and attention to detail.
  • Self-directed with excellent time management skills.
  • Demonstrated ability to engage people
  • Abilty to travel up to 40% of the time

Additional Information
Besides a great work environment and the opportunity to change the world, we offer competitive salary, benefits, plenty of perks, as well as stock options.


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