Work at
Field Agent

POSITION SUMMARY

As a Customer Onboarding Specialist at Field Agent, you will play a critical role in ensuring a seamless transition for our customers as they embark on their journey with our products. Your main role is to guide new and prospective customers in harnessing our Field Agent platform, ensuring a seamless onboarding process from our Sales team and eventually connecting them with our Customer Success team. Moreover, this role will also function as the technical and solution expert, skillfully aligning our customers' unique requirements with our tools and subscriptions. As a key contributor to our organization, you will offer expertise and direction in applying our solutions to prospective customers.

RESPONSIBILITIES:

• Pre-Sales Consulting: Provide pre-sales support by creating compelling presentations, defining the scope of work, crafting technical responses to prospects, and contributing to customer implementations and proposals, including RFP/RFI responses, as an integral part of the sales cycle.
• Client Onboarding: Collaborate closely with new customers to gain a comprehensive understanding of their unique needs and objectives, and then guide them through a structured onboarding process that aligns their goals with our platform's capabilities.
• Solution Implementation: Aggregate results data into demo dashboards, engaging with customers to ensure we achieve their desired outcome. Continue to support customer by iterating on how data is reported throughout the program.
• Product Expertise: Develop a profound expertise in our Field Agent platform and its versatile features, allowing you to effectively demonstrate the full range of its capabilities to clients.
• Training and Support: Provide personalized training sessions and materials to clients, empowering them to harness the platform's potential to the fullest extent.
• Troubleshooting: Act as the first point of contact for client inquiries and issues during onboarding, offering timely and effective solutions while maintaining a proactive approach to problem-solving.
• Relationship Building: Foster strong and positive client relationships to enhance their overall experience with our products, ensuring they feel valued and supported.
• Feedback Gathering: Systematically collect and document feedback from clients, sharing valuable insights with our product and development teams to continuously enhance and tailor our platform.
• Documentation: Maintain meticulous records of onboarding progress, client interactions, and support tickets, ensuring transparency and consistency in client management.
• Collaboration: Collaborate seamlessly with cross-functional teams to facilitate a smooth transition from onboarding to ongoing customer support, enhancing overall client satisfaction.

QUALITIES FOR SUCCESS

• Tech-savvy, proficient in using software tools, and willing to learn and adapt to new technologies with the goal of effectively providing technical guidance and support during the customer onboarding process.
• Expertise in leveraging BI tools (Tableau preferred) and PostgreSQL to extract, transform, and visualize data to derive timely and actionable insights for customers.
• Previous experience in customer onboarding or support, particularly in a SaaS or Tech Company
• Strong communication and interpersonal skills, with the ability to convey complex information in an understandable and engaging manner.
• Exceptional problem-solving and critical-thinking abilities.
• Detail-oriented, organized, and able to manage multiple tasks simultaneously.
• A customer-centric mindset, always striving to exceed client expectations and build relationships.
• Self-motivated and able to work both independently and as part of a team.
• Flexibility to adapt to a dynamic work environment and evolving business needs.
• Strong analytical and problem-solving skills including an ability to think ‘on your feet’ when faced with challenging questions in the sales environment.
  
  

REPORTS TO: 

Director of Customer Success