SaaS Onboarding Specialist
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Job Description
SaaS onboarding specialist guiding home-service professionals through Housecall Pro adoption. Supporting activation, product utilization, retention, and customer success.
Responsibilities:
- Own relationships during the initial onboarding phase for new Pros, including account activation and transition, adoption and product utilization, relationship building, and delivery of product and service value
- Serve as the primary dedicated resource for Pros during their early lifecycle, ensuring a smooth transition from sales through onboarding
- Reinforce and resell the value of Housecall Pro, building Pro confidence and driving early product adoption
- Communicate client information, trends, and feedback across Sales, Marketing, Engineering, and Tech Support
- Partner cross-functionally, especially with Account Managers, to mitigate risk, drive retention, and ensure long-term growth
- Develop, prepare, and nurture Pros for advocacy using a consultative and empathetic approach
- Identify expansion opportunities, recommend improvements, and improve the Pro experience
- Manage details, timelines, and actions to drive efficiency
- Leverage qualitative and quantitative analysis to improve Pro opportunities
- Develop processes that exceed customer expectations in support delivery
- Troubleshoot technical issues and apply deep product knowledge to devise solutions
Requirements:
- 1-3+ years experience in full-time customer success, implementation or sales
- Bachelor's degree or equivalent experience in a related field
- Proven success in developing relationships with new customers and exceeding success metrics
- Ability to work scheduled shifts Monday-Friday, 11am-8pm PST
- Advanced English proficiency
- Strong problem-solving skills
- Excellent written and verbal communication skills
- Prompt attention to detail
- Strong time management and organizational skills
- Experience using AI tools to increase quality and efficiency of work
- Ability to work in a fast-paced environment
- Ability to successfully start over, learn from scratch, and thrive in new environments
Benefits:
- Paid holidays
- Flexible, take-it-as-you-need-it scheduled time off
- Culture built on innovation that values big ideas
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