Who you are

• A proven track record of successful onboarding of new clients to a software solution is a must
• Previous experience in a tech company that was a fast-paced, changing, dynamic, client-facing work environment. Experience in a SaaS company is a strong asset
• Experience working with a CRM (like Salesforce, Hubspot)
• Experience working with clients at all levels and roles up to CEOs
• Ability to work independently and in a team, in cross-departmental projects, and develop opportunities that further help clients maximize their use of Fellow
• Exceptional written and verbal skills in English

What the job involves

• We are looking for an Implementation Specialist to join the Customer Success Team to ensure that customers receive well-managed, tailored onboarding to increase adoption by making sure every user of Fellow has success using the product
• The Implementation Specialist's main focus is to ensure a successful and smooth transition of clients from the sales process into adoption and creating long-term product champions
• This role will also be responsible for creating product-focused resources and finding new opportunities for customers to extend their use of Fellow within their organization
• Train clients to properly use the platform and ensure they are maximizing the value of the platform through education, best practices, and creative set-up
• Educate users on how existing and new product features work, and how the platform can contribute to their business objectives
• Deliver exceptional service, troubleshoot issues that arise, and ensure every client is satisfied with the handling of questions/issues during their onboarding experience
• Identify education and training gaps through regular and ongoing interaction with potential, new, and existing clients, as well as internal teams
• Manage client onboarding, training, and support tasks for new clients via Zoom, Email, Slack, and project tracking systems
• Create documentation and video tutorials to educate users about features and settings
• Collaborate in cross-functional teams to improve the overall client experience by providing product feedback, recommendations, and escalations to other departments
• Report bugs and feature requests to the engineering team
• Manage onboarding projects and processes, including scheduling and completing tasks on established milestones