Customer Onboarding Specialist, Mid-Market (Mailchimp)

About the position Responsibilities • Monitor onboarding health across new customers to ensure fast-tracking value and long-term success. • Define business objectives with customers and identify a plan for their success. • Partner with other Mailchimp teams to provide a 1:many onboarding experience. • Adapt processes to provide a tailored onboarding experience and meet customer needs. • Contribute to a positive team environment of collaboration, customer empathy, equality, and inclusion. • Become a Mailchimp domain expert. • Identify opportunities to recommend necessary services and service partners to help meet new customer onboarding and implementation milestones. • Work closely with customers and their tech teams to fully integrate Mailchimp into their marketing tech stack. • Track and reach key implementation milestones. • Identify, capture and escalate implementation risks that could lead to churn or a failed implementation. • Train customers and provide progressive guidance throughout the implementation and launch process. • Partner with other customer-facing teams to optimize customer hand-offs and improve the customer experience. • Mentor new team members (Onboarding Specialists) as they ramp up and begin to engage with customers. • Proactively surface customer risk, successes and challenges, providing potential solutions or plans for risk mitigation. • Manage, mentor and lead a team of Onboarding Specialists. • Work cross-functionally with other teams to ensure your team has what they need to engage, retain and grow their customers. • Provide guidance and management over customer escalation decisions and protocols. • Work hand-in-hand with your team to develop account strategies, growth and/or risk mitigation plans. • Coach your team through quality evaluations and performance reviews to help them develop skills and grow in their career. • Proactively look for areas of opportunity to innovate and optimize your team and your team's programming to drive continuous improvement on performance and the customer experience. • Work with recruiting and internal teams to recruit, hire, onboard and train new talent. • Inspire and motivate your team to do their best work in helping customers engage and grow with Mailchimp. • Analyze customer and team data to make informed decisions on necessary updates to Onboarding activities and overall programming. • Lead and encourage your team to focus on skills and attributes that lead to long-lasting relationships with their customers. Requirements • 2+ years with marketing and/or advertising campaigns and strategy (ideally digital or display advertising). • 2+ years experience in a customer or client facing role (i.e. B2B Marketing Sales, Customer Success, Account Management). • Experience running onboarding and implementation activities to help customers adopt and utilize products or services. • Solid understanding of MarTech (experience using MarTech platforms is ideal). • Strong track record managing a portfolio of accounts, with an emphasis on driving client adoption. • Exceptional interpersonal skills; ability to discuss technical details and business strategy. • Patience and enthusiasm for explaining complex concepts to a diverse audience. • Entrepreneurial mindset - ability to balance independence and accountability. • Excellent work ethic, outstanding initiative, and a flexible, proactive approach. • Strong collaboration, teamwork, and relationship building skills across multiple levels and functions within the organization. • Previous experience in mentoring and coaching of a team as part of onboarding and other training programs and initiatives. • Experience in process improvement and project management. • Exceptional verbal and written communication skills, including public speaking ability. • Attention to detail, outstanding work habits, enthusiasm, and a consistently positive outlook in daily work. • Experience working with self-service SaaS solutions. • Working knowledge of Mailchimp's features. • Knowledge of market and competitive landscape. Nice-to-haves • HTML/CSS experience. • Experience working in a team-oriented, collaborative environment. • Being multilingual in one or more major European languages. • Understanding of Mailchimp and its features. • Knowledge of CRM and Customer Success platforms. Benefits • Hybrid work environment • Collaborative work culture • Opportunities for professional development • Access to marketing automation tools • Employee discounts • Health insurance coverage Apply tot his job