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Technical Customer Onboarding Specialist

Wilson Language Training

Wilson Language Training

IT, Customer Service
Posted on Saturday, March 16, 2024

Wilson Language Training is growing and looking to for a Technical Onboarding Specialist. The Technical Onboarding Specialist is responsible for successfully orienting customers to Wilson products, providing an efficient and engaging onboarding experience to enable deep engagement and drive successful outcomes.

The ideal candidate will be a self-starter and have a positive, customer-centric attitude with a high EQ and passion for problem-solving.

?Essential Job Functions:

  • Walk schools and districts through the onboarding process and ensure that teachers are able to realize the value of our products quickly.

  • Educate new customers on how to access and use resources.

  • Optimize user adoption to drive renewals and expansion.

  • Work with other internal teams to ensure seamless transitions throughout the customer journey.

  • Collect customer feedback and communicate to appropriate internal stakeholders as part of ongoing improvement cycle.

  • Continually surprise and delight customers with a proactive, customer-centric attitude.

  • Ensure high customer engagement and satisfaction as measured by Onboarding NPS, CES, and CSAT ratings.

  • Contribute to other onboarding and customer success projects as needed.

  • Other duties as assigned.

  • Understand and display WLT’s values.

Skills & Experience:

  • NetSuite experience required; Salesforce experience preferred.

  • At least 1 year of customer facing technical onboarding experience required.

  • Some experience in onboarding or customer success in a SaaS or edtech environment.

  • Demonstrable experience using common customer success tools, including CRM, webinar/online meeting, and screen recording?technologies.

  • Ability to communicate effectively through all?channels,?chat, phone, email, and video?conference.

  • Experience with cloud-based productivity tools and ability to quickly learn and adopt new?technologies.

  • Exceptional organizational and project management skills, with the ability to set goals and prioritize many initiatives and opportunities with minimal?guidance.

  • Self-awareness, strong judgment, clarity, attention to detail, organization, ability to handle ambiguity, and goal-orientation.

Wilson has identified the anticipated pay range for this role based on the many factors that we consider in defining compensation levels for our roles, including market data, and internal equity considerations. Actual pay, and allocation between base and any target discretionary bonus, will vary based on geographic location, education, work experience, skills, market data, and internal equity considerations. Wilson offers competitive benefits, including:

  1. Medical, dental, vision, and Life & Disability Insurance
  2. 401k plan with partial employer match
  3. Paid Time Off
  4. Paid holidays
  5. Tuition reimbursement
  6. “O’Connor days,” which refers to a company-wide office closure between Christmas and New Year’s Eve, as well as other perks.

Anticipated Salary Range: $45,000 - $65,000.

Wilson Language Training is an Equal Opportunity, Drug-Free Employer Committed to Diversity in the Workplace. M/W/D/V