Customer Onboarding Specialist

Do work that matters. At AlertMedia, everything we do supports our mission: To save lives and minimize loss by identifying active threats globally and facilitating timely communications when an emergency threatens personal safety and business continuity. Our core values drive us in our important mission of keeping people safe: We’re humans not robots Customers always come first We work better together Simplicity is our strength Our reputation is priceless Hard work pays off AlertMedia is looking for a customer-focused Customer Onboarding Specialist who will take immediate ownership of our SMB customer relationships as they begin their AlertMedia customer journey. The Customer Onboarding Specialist serves as a product expert and project manager throughout a scaled experience. As part of AlertMedia’s larger Customer Success team, Onboarding Specialist believe that implementation sets the tone for our long-term partnership, leading to customer advocacy and future renewals. They are determined to navigate customers through a successful deployment, driving time to value and ensuring a seamless post-implementation handoff to the Customer Success Manager. As one of the fastest growing software companies in the nation, we’re focused on finding the best talent and building the best team to continue accelerating our rapid growth to keep up with our demand! Who you are: You are an accomplished Customer Onboarding/Implementation Specialist with proven success in effectively implementing and onboarding a project or software with SMB customers. You naturally approach situations with a solution-driven mindset and embrace a hybrid approach of enabling customers with hands-on and self-service training formats. You are comfortable balancing different customer goals, resources, and timelines with the ability to fiercely prioritize across a high volume of customers. You are a dedicated customer advocate and enjoy working cross-functionally to drive immediate value and develop innovative solutions for our varied customer base. What you get to do every day: Act as the primary owner of dozens of concurrent SMB customer implementations Lead initial customer kickoff meeting, initiating conversation on goals and setting mutually agreed upon expectations for the implementation project and timeline Facilitate regular implementation working sessions with the customer, navigating customer objections when warranted Clearly communicate action items across internal and external teams and provide regular project updates to the customer Sensitively manage and interpret data, consulting on data imports and automations Strategize with the larger Customer Operations team to provide industry-specific best practices and proven AlertMedia solutions, accounting for customer goals and use cases Respond to customer inquiries in a thoughtful and timely manner, displaying ownership in all interactions Diligently manage implementation milestones and overall project status internally in Gainsight Ensure visibility for the dedicated CSM throughout implementation, leading to a seamless IM-to-CSM handoff once the customer is deployed Actively participate in a cross-functional feedback loop with Leadership and Product Management teams to continuously improve and scale the SMB implementation experience Contribute to AlertMedia’s culture, values, and vision for the future What you bring to the role: 2+ years’ experience in a customer-facing role in a SaaS environment 1+ years’ experience guiding customers through the onboarding and implementation lifecycle Experience using a CRM system such as: Salesforce, Gainsight, HubSpot, Zendesk Desire to work with a high volume of customers and range of customer profiles Excellent project management skills with proven ability to prioritize competing tasks Must have strong English language skills – written and verbal Strong listening and creative problem-solving skills Self-motivated and action-oriented, yet willing to work within a team environment Enthusiasm in collaborating with all members of our team (Customer Success, Customer Support, Technical Solutions, Sales, Marketing, Product Management, and Engineering) The aptitude to learn and be coached This is a hybrid role, 2 days a week in the Reforma area of Mexico City where you'll get to collaborate with other Customer Operations, Engineering and Product Engineering team members Why you’ll love working at AlertMedia: Competitive Base Salary Annual Company Bonus 100% Employer-Paid Medical, Dental, and Vision Coverage Parental Leave Program Christmas Bonus (Aguinaldo) Generous Vacation and Holiday Policy Monthly Work-from-Home Stipend All Necessary Equipment Provided: Laptop, monitor and accessories Recognition & Rewards: We celebrate wins big and small Language Immersion Program with employees spread out across the globe (English, Spanish, etc...depending on your interest) Continuous Learning & Growth: From mentorship and tech talks to personalized 1:1 career development sessions, we’re deeply committed to investing in your professional journey Award Winning Culture: We’re passionate about the meaningful work we do—and even more grateful for the incredible people we get to do it with! About AlertMedia: AlertMedia helps organizations protect their people and businesses through all phases of an emergency. Our award-winning threat intelligence, emergency communication, and travel risk management solutions help companies of all sizes identify, respond to, and recover from critical events faster and more confidently. AlertMedia supports essential communication for thousands of leading businesses—including JetBlue, Coca-Cola Bottling, and Walmart—in more than 150 countries. We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage. We'd love to get to know you better and share how we serve our amazing customers. For more information, please visit www.alertmedia.com Come join us in our mission to save lives and minimize loss through effective communication. AlertMedia does not currently sponsor applicants for work visas. By applying for the role, you agree that Alert Media will use your Personal Information in connection with the recruitment process and in accordance with our Privacy Policy – https://www.alertmedia.com/legal/privacy-policy/

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