Onboarding Specialist

| Greater Denver Area
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Company Description

Conga’s suite of solutions creates more efficient organizations by simplifying and automating data, documents, contracts and reporting. As the provider of the #1 paid application on the Salesforce AppExchange, we have more than a decade of experience increasing the value of the Sales Cloud by removing systems and process pain points that impede the customer lifecycle. Our 8000+ customers are passionate about our platform and support giving us 5 stars on the Salesforce AppExchange.

Conga offers a fast-paced, dynamic environment for professionals looking to help build and enhance a seamless customer experience. Our top of the line product suite, dedicated employees, and proven leadership team provide a solid foundation to support our continued growth and success. We offer competitive compensation and benefits and lots of additional perks!

Job Description

The Onboarding Specialist role is critical to the success of the Onboarding team. The successful candidate will have exceptional customer service skills, great attention to detail, and critical thinking skills. Responsibilities include partnering with the Sales, Sales Operations, Accounting, and Services teams to enable new and existing customers’ subscriptions. The Onboarding Specialist will conduct customer Orientations for new customers. They will also manage specific cases in the Salesforce and Support queues, maintain accurate account information, and scrutinize processes and procedures to provide constructive feedback and suggestions to the Onboarding Manager.

Responsibilities:

  • Manage customer relationships and ensure 100% customer satisfaction with Conga products during initial implementation period:
    • Schedule, prepare, conduct, handoff, and follow-up orientation
    • Provide as much value to customers as possible based on the progress of their implementation thus far
    • Be dedicated to the Services team’s mission of ‘Customer for Life’
  • Enable customer subscriptions:
    • Fully leverage Salesforce functionality to enable subscriptions in a timely manner with exceptional accuracy
    • Work closely with Sales team to answer questions and help with subscription management issues
    • Apply critical thinking skills to identify internal errors, and troubleshoot customer licensing issues
  • Maintain accurate account information to assist in reporting and process management
  • Monitor the Onboarding email inbox and respond with appropriate level of escalation and urgency to the team
  • Support the Onboarding and Professional Services teams initiatives to ensure customer success and retention
  • Become a Conga product SME for data & docs products
  • Assist with customer escalations and paid implementations as-needed
  • Other duties as assigned

Qualifications

The ideal candidate genuinely enjoys interacting with others. The Onboarding Specialist is expected to be professional, self-motivated, proactive, results-oriented, and be able provide a high level of customer satisfaction to both internal and external customers.

  • Bachelor’s Degree or equivalent experience
  • Experience with Salesforce highly-desired
  • Demonstrated commitment and passion for customer service
  • Exceptional attention to detail
  • Strong written and oral communication skills, with proven ability to initiate and manage relationships via phone and email
  • Desire to learn more and refine technical skillset
  • Ability to effectively prioritize and escalate customer issues
  • Ability to adapt to rapidly changing environment
  • Strong computer skills required, including demonstrated experience with the Microsoft Office Suite

Additional Information

All your information will be kept confidential according to EEO guidelines.

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Location

13699 Via Varra, Broomfield, CO 80020

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