Customer Onboarding Specialist

| Chicago | Remote
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Sertifi offers an Agreement Platform built for businesses who need a more efficient and secure way to manage the full contract process. We simplify how businesses send and collect agreements and payments by bringing it all into one secure platform. Sertifi automates business processes, saves you time from performing repetitive tasks, enhances security and PCI-compliance, and provides customers an easy and convenient way to do business with your company. Thousands of businesses around the world use Sertifi to streamline their contracts and payment processes, recognize revenue faster, and increase job efficiency.   

Our Customer Onboarding Specialist will be responsible for guiding new customers through the post-sales process, training them on best-practices, and ensuring product adoption.

The ideal candidate is empathic, patient, and has experience in a SaaS customer service role.

Currently considering local candidates only

Due to the circumstances of COVID-19, Sertifi has shifted to working remotely at this time. We will interview, onboard, and operate as a remote team until further notice.   

 

Challenges You’ll Tackle:

  • Facilitate the transition of new clients from onboarding to self-sufficiency using customer success software (ChurnZero, Salesforce)
  • Educate clients through sharing training materials, and answering any follow up questions
  • Develop an in-depth knowledge of all Sertifi products 
  • Maintain customer needs, questions, and interactions to capture and share with Relationship Team Lead/CSM team
  • Respond to customer requests through shared inbox
  • Collaborate with internal teams including Sales, Engineering, Product and Marketing
  • Work on ad hoc customer set up and adoption projects as necessary 

 

What You’ll Need to Succeed:

  • Bachelor’s degree from a four-year accredited College/University or related work experience
  • 1+ years of experience in a customer onboarding or customer service role or 4+ years of experience in lieu of education
  • Experience working in SaaS industry preferred
  • Experience with Salesforce.com preferred
  • Experience with Adobe Acrobat Pro preferred
  • Experience with customer success software (i.e., ChurnZero) preferred
  • Experience working in the Hospitality industry a big plus
  • Passionate about customer success and driving customer outcomes
  • Excellent communication
  • Ability to summarize technical and complex topics to a specific target audience
  • Strong problem solving and analytical skills
  • Extreme attention to Detail
  • Able to collaborate well with a team, but can also manage their workload independently
  • Must be highly motivated and have a positive attitude

 

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to type, use computer, phone, cell phone and other office/home office equipment/technology. Must be able speak, see and hear. Must be able to remain in a stationary position for prolonged periods of the time.

 

What’s in it for you:

You will work in a brand-new collaborative office environment that welcomes new ideas and allows you to make an immediate impact on the team. You can expect to have dedicated head down coding time along with time set aside each month to work on your own Innovation projects. Additionally, we offer great benefits such as: competitive salary, medical/dental/vision insurance, short-term and long-term disability insurance, 401k with company match, paid parental leave, life insurance, pre-tax Transit Benefit Program.

 

Sertifi is proud to be an Equal Opportunity Employer. Sertifi is committed to building a diverse team of talented individuals who bring different perspectives to the business and who feel a sense of inclusion and belonging when they join our team. All individuals seeking employment at Sertifi are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other basis forbidden under federal, state, or local law.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • SqlLanguages
    • AzureLanguages
    • ASP.NETFrameworks
    • ASP.NET CoreFrameworks
    • AngularFrameworks
    • Microsoft SQL ServerDatabases
    • Azure Cosmos DBDatabases
    • BalsamiqDesign
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM

Location

222 W. Merchandise Mart Plaza, Chicago, IL 60654

An Insider's view of Sertifi

What does your typical day look like?

After getting some coffee and catching up on emails, I’ll typically have a few clients that need onboarding help! This consists of me discussing their workflows and what action is needed for them to be live using Sertifi. If we’re not discussing set up, I’m either training a team on how to use the system, or creating web portals for new clients!

Kyle

Customer Success Manager

What are Sertifi Perks + Benefits

Sertifi Benefits Overview

You will work in a collaborative office environment that welcomes new ideas and allows you to make an immediate impact on the team. Additionally, we offer great benefits such as: competitive salary, medical/dental/vision insurance, short-term and long-term disability insurance, 401k with company match, paid parental leave, life insurance, pre-tax Transit Benefit Program, casual work environment, weekly team lunches and Starbucks runs, regular company outings, and a convenient River North location close to public transit.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Promote from within
Time allotted for learning
Customized development tracks
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