On Boarding Specialist

Who we are:

At Retail Marketing, we’ve been on a mission to help retailers thrive. Our feature-rich tools enable you to redefine your business, improve ROI, and maximize your website's traffic potential.

Skills you’ll bring:

• At least 1 year experience in a customer facing position, preferably in a role focused on new customer implementation
• World-class customer service as primary point of contact for assigned customers
• Proactive communication with customers to ensure timely project completion
• Sales or Account Management experience
• Solutions to problems and resolutions of customer roadblocks
• Project management skills ensuring accurate completion of numerous onboarding tasks
• Outstanding analytical, problem-solving, organization and multitasking skills
• Technical aptitude and WordPress Savvy
• Proven ability to drive results under pressure and in the face of ambiguity
• Why you're important to us:

As an On boarding Specialist, you own a critical point in the customer journey; the first impression. A customer’s first experience with Retail Marketing has long term effects on their engagement, health, and satisfaction with their software. This is why the On boarding Specialists’ main focus is to provide world class customer service while ensuring that the customer moves efficiently through the onboarding process, all while driving value recognition through consultation and guidance of their product implementation.

Your 90 days Journey

Day 30 expectations

• Complete the Retail Marketing Academy Training and learn Implementation end to end
• Launch 3 customers platforms
• Own account updates, customer revisions and concerns, and handle multiple projects while honing your organization skills
• Weekly, identify roadblocks and work with your team members to come up with solutions to keep projects moving forward

Day 60 expectations

• Launch 8 Retail Marketing Platforms
• Maintain a website launch timeline of under 30 days for at least 40% of your client base
• Maintain a quality score of 95 or above
• Become autonomous in problem solving and navigating customer concerns
• Develop your organization skills to balance 13-18 separate accounts at one time

Day 90 expectations

• Close your first upsell and work with the customer to implement it
• Master the implementation process and begin to help others develop
• Be able to communicate the value of the Retail Marketing product to address all customer needs
• Give feedback on process/ developments that can help the department achieve their goals
• Own your project status and Estimated Launch Dates
• Learn to take on larger and more specialized channel accounts

Retail Marketing has one simple mission: help mom and pop stores thrive. Our solution is the leading all-in-one small business growth platform that helps businesses promote their stores online, attract customers, and retain them for life.