Onboarding Specialist - Customer Success

NewsWhip seeks an Onboarding Specialist to join our team in Dublin. This is a unique opportunity to shape and change how the world’s leading brands, agencies and media communicate and interact with information.

The Role

The Onboarding Specialist will be responsible for training and supporting our customers. We want to ensure that they get the most out of our products and you will be there every step of the way to make sure they get value from our service.

Our goal is to keep delivering value to our customers with each interaction. The Onboarding Specialist will be working with our Sales team to kick off our formal onboarding program for new clients, then taking those clients through rigorous training, workshop sessions, following up extensively for 60 days.  

During this period, they will track and communicate crucial feedback to our Customer Success (CS), Product, and Development teams.  At the end of the onboarding period, they will work hand in hand with our CS team, ensuring the client understands the basics of our products.  Additionally, this role will work with CS to re-engage existing clients, finding suitable retraining and workshop solutions to increase overall customer engagement and retention.

Responsibilities

  • Ensure our new and existing customers grasp how to use our technology to drive value within their organizations.
  • Become an expert on our platforms: Spike, Analytics and our API
  • Implement a robust 60 day onboarding program for different verticals of clients, and roles within each organization.
  • Plan and execute large scale onboardings for enterprise clients - including initial touchpoints, onsite trainings, presentations and workshops, followed by an information rich hand off to a Customer Success Manager.
  • Liaise with technical and non-technical teams internally to tailor onboarding to client needs.
  • Relay suggestions, complaints and ideas directly to our Product team - they thrive on regular feedback.
  • Learn success stories and new use cases for our technology from our customers, and share these with our internal teams
  • Be an active participant in internal meetings, lending expertise and being the “voice of the customer”.

Ideal Requirements

  • Have 2+ years’ Account / Relationship Manager experience in a SaaS-type environment
  • Have excellent presentation abilities, both in-person and virtually
  • Understand how to engage and excite an audience, catering learning experiences for all skill and interest levels
  • Be comfortable talking to clients from many countries and professions
  • Be a great problem solver. You will own an issue from start to finish and be sure it’s resolved
  • Have brilliant communication skills. You will have to explain solutions and methodologies competently and concisely
  • Be conscientious. You will have to resolve queries from beginning to end, which will involve persistence and liaising with different members of our teams
  • Be honest. If you don’t know an answer, there’s a team to help you find it
  • Be intellectually curious – NewsWhip is building an industry-defining product, and you’ll have an input on how it takes shape
  • Enjoy and thrive in a collaborative startup environment
  • Have a genuine interest and knowledge of news, internet culture and social media

Benefits:

  • Competitive salary
  • Strong commission plan
  • Health cover and pension
  • Great working environment: Remote and Dublin office
  • An opportunity to help define an entire new industry category
  • Excellent opportunity to grow your career in one of Ireland’s most exciting homegrown companies!

More about NewsWhip

NewsWhip is the leading technology for identifying and tracking the stories that matter in the world each day. We monitor millions of signals produced every day from social networks that reveal the articles, events, and people driving discussion and engagement. 

We are an ambitious and growing Irish software company, funded by the world’s leading news agency, The Associated Press. Our customers include global brands, PR agencies, public institutions and media leaders.

Our Ethos:

We believe in maintaining a friendly work environment, a healthy work-life balance, and compensating our employees fairly for their input. You’ll be part of a team that believes in mutual support and education, and for a company where a work week isn’t just the gap between weekends, but an opportunity to do work that is impactful and innovative.We also love eating and socializing together, annual and seasonal company and team retreats, healthy and unhealthy snacks and other perks.

NewsWhip is an equal opportunity employer. We will not discriminate and will take affirmative action measures to ensure against discrimination in employment, recruitment, advertisements for employment, compensation, termination, upgrading, promotions, and other conditions of employment against any employee or job applicant on the bases of race, color, gender, national origin, age, religion, creed, disability, veteran's status, sexual orientation, gender identity or gender expression.

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