Product Onboarding Champion Full Time NEW

As part of the customer success team, your goal is to provide an exceptional onboarding experience by offering step-by-step tutorials, continuous guidance, and support. You will take customers from the initial contact stage to becoming champion users, driving product adoption and retention.

Key Responsibilities:

1. Take handover from sales by understanding customer personas, pain points, and expectations.
2. Understand the goals and objectives of new customers and translate them into the onboarding process by defining milestones, training schedules, and onboarding goals, and communicating them effectively.
3. Guide users on product features and train them for effective usage.
4. Ensure customers achieve early value and experience a “wow” moment to unlock the full potential of the product.
5. Evaluate customer usage patterns and identify additional ways to leverage platform features.
6. Build and maintain onboarding resources such as walkthroughs, setup guides, help tutorials, emails, and video tutorials.
7. Measure onboarding time rigorously and drive continuous improvement.
8. Provide feedback to marketing, sales, support, success, and engineering teams to improve the product.
9. Handover to the success and support teams after successful onboarding completion.
10. Maintain regular communication with clients regarding new features and product enhancements.
11. Continuously build product knowledge and improve internal processes by identifying bottlenecks.

What you can expect in the next 12 months:

Within 1 month:

1. Acquire a good understanding of the laundry domain, QDC product, and internal processes.
2. Connect one-on-one with team members to understand roles and collaboration.
3. Participate in at least three onboarding and sales experiences under a buddy system.
4. Spend a day at a laundry store for hands-on experience.
5. Spend at least a week with the technical support team.

Within 3 months:

1. Complete onboarding with some dependency on peers as per defined SLAs.
2. Organize customer information and track interactions across tools.
3. Independently handle complex product-related queries.
4. Track and achieve key implementation milestones.

Within 6 months:

1. Independently complete the onboarding process.
2. Contribute to process improvements by owning initiatives.
3. Collaborate with engineering, product, sales, and support teams to define priorities and delivery goals.

Within 12 months:

1. Participate in interviewing and hiring to support team growth and culture.
2. Deliver and present onboarding metrics and demonstrate improvements.
3. Provide feedback across teams to enhance product and processes.
4. Lead a team of onboarding specialists and guide new hires on best practices.