Your Mission
We are currently looking for a Customer Onboarding Specialist (m/f/x).
Your mission is to provide tailored onboarding solutions to Cello’s growing customer base and serve as the technical arm to the Customer Success Team. This role is proactive, distinguishing it from the traditional customer service positions. The successful candidate will work remotely but should be based in Manila.
As an Onboarding Specialist at Cello, you will bring Cello’s referral experience live inside customers' products. You will ensure that customers understand how to use the product, get set up quickly, and experience a smooth transition from the sales process to using the product effectively.
This role involves troubleshooting problems, maintenance of products and services, incident management, providing timely solutions, and always ensuring a high level of customer satisfaction.
Cello is an early-stage startup. Your role as an Onboarding Specialist will not end at the collaboration with customers but you will create innovative solutions with the product team to make our customers successful.
⭐ TL;DR
Your mission is to provide tailored onboarding solutions to Cello’s growing customer base and serve as the technical arm to the Customer Success Team. This role is proactive, distinguishing it from the traditional customer service positions. The successful candidate will work remotely but should be based in Manila.
As an Onboarding Specialist at Cello, you will bring Cello’s referral experience live inside customers' products. You will ensure that customers understand how to use the product, get set up quickly, and experience a smooth transition from the sales process to using the product effectively.
This role involves troubleshooting problems, maintenance of products and services, incident management, providing timely solutions, and always ensuring a high level of customer satisfaction.
Cello is an early-stage startup. Your role as an Onboarding Specialist will not end at the collaboration with customers but you will create innovative solutions with the product team to make our customers successful.
⭐ TL;DR
- Seed, GrowthTech
- Part-time, Contractor
- Manila-based, Remote-first
- Become a central part of an experienced and passionate co-founding team on our journey to a truly great company (ex-Twilio, ex-Microsoft, ex-Accenture etc.)
- Support clients in the technical implementation and integration of our referral platform, including troubleshooting and resolving technical issues.
- Participate in client implementation Kick-Off meetings and other huddles as may be needed during customer set-up
- Assess, laymanize and contextualize technical issues and be able to provide either existing documentation, support via chat, do a troubleshooting call, or endorse to engineering based on agreed escalation process
- Manage multiple clients/projects/stakeholders simultaneously, responding via Slack and email and occasionally doing calls to help troubleshoot implementation blockers
- Drive customer adoption of key features and best practices.
- Conduct application-level testing and roll-out, keeping customers aware of key milestones in the implementation journey
- Adhere to and maintain target onboarding completion dates to accelerate customer's Time-To-Value
- Work closely with product and engineering teams to review, approve and implement custom configurations and feature requests.
- Assist in the pre-sales phase by analyzing potential client’s needs and providing technical support to our business development team during demos.
- Continuously evaluate, improve, and streamline internal processes for increased simplicity and efficiency.