Mar 13, 2023
With a strong focus on taking hard challenges and developing solutions that feel simple and natural for our customers, you'll be working asynchronously with a bright, committed team from across the world. As a fully remote team, we’re looking for someone comfortable with asynchronous communication as the default, which means you have previous remote experience and are comfortable using tools like Slack, Loom, and Linear to communicate as needed.
You’ll work with our team of Onboarding Specialists to train and onboard new customers at scale and help them reach their goals by getting the most value out of Float. Our customers are typically teams within larger organizations such as a creative department within a tech company or the Sydney office of a large advertising agency. These teams love Float but a big challenge is introducing a new tool for Resource Management and managing that rollout internally, especially as they build out complete processes, responsibilities, and structures from scratch.
You’ll work with the team to create a one-to-many approach for training through avenues like webinars, video libraries, customer academies, and onboarding guides. There will also be a segment of customers that receive a more hands-on, one-on-one experience. A typical day would include running a webinar targeted to a group of new customers to lead them through early activation and onboarding. You’ll also create new content to help customers learn new features, create their own resource management policies, or set a timeline for a rollout to a new team.
Early on you’ll focus on:
Learning the Float product and understanding what Resource Management looks like for our customers
Creating onboarding content that can be used at scale
Understanding the needs of our current book of business
And once you’re settled in the role, we’d love to see your impact with these projects:
Identifying expansion opportunities for growth
Recognizing churn risks and mitigation techniques
Establishing handoff processes to other teams like Sales, Support, or Operations
Creating product education campaigns
We’re looking for someone with proven experience in an Onboarding or Customer Success role working with mid-market customers for a SaaS product. You should be comfortable training and onboarding new customers in both a high-touch experience with individual customers as well as be able to scale this to support 100+ accounts. You’ll also help create processes and workflows that help us improve our customer experience such as creating seamless handoffs to other Customer Success teams, identifying opportunities for product education, and implementing touchpoints that impact retention.
Customer onboarding and training or Customer Success Management experience encompassing early onboarding to churn and renewal management
Experience creating one-to-many content for customers from early set-up to product education and ongoing support
Drive to be the customer’s advocate for their needs and close the feedback loop with our Product team
Strong communication skills in both written communication that drives value, as well as clear and concise discussions during customer, meets
Ability to translate technical concepts to different skill levels and customer types
As a fully remote team, we’re looking for someone comfortable with asynchronous communication as the default, which means you have previous remote experience and are comfortable using tools like Slack, Loom, and Linear to communicate as needed.