Product Onboarding Specialist

As a part of the customer success team your goal is to provide an exceptional customer onboarding experience, providing them step-by-step tutorials, unlimited guidance and support. It involves taking customers from that very first initial contact to make sure he becomes a champion user driving product adoption and ultimately retention.

1. Take handover from sales by understanding customers' persona, their pain points and expectations. 
2. Understand the goals & objectives of new customers and translate those needs appropriately through the implementation and onboarding process by defining milestones, training schedule, onboarding goals and communicating it to customers. 
3. Guide users on product features and train them to use it effectively.
4. Make sure the customer

   achieves an early value

   and feels

   WOW

   so he actually starts reaping the potential of the product.
5. Evaluate customers usage patterns and determine additional ways the customer can successfully leverage the platform features.
6. Build and maintain resources required for onboarding. (Walkthrough, set up guides, help tutorials, emails and video tutorials)
7. Rigorously measure onboarding time and improve it continuously.
8. Provide feedback to Marketing, Sales, Support, Success and Engineering teams to further improve products.
9. Handover to Success and Support team after successful onboarding completion.
10. Maintain regular communications with clients about new feature developments and enhancements to products. 
11. Consistently gain product knowledge and work towards improvements on internal processes by identifying the existing bottlenecks.