Onboarding Specialist

New York, NY

LeafLink’s Onboarding team seeks an Onboarding Specialist to lead customers through onboarding to LeafLink’s logistics services. In this role, you will own project management and related success criteria. You will direct customers through technical and operational enablement with a special focus on customer workflows. You will serve as the main Logistics point of contact for implementations through the first crucial few months to get the client into a steady state of operational efficiencies.

The best candidate in this role will not only enjoy delighting businesses with a professional and polished onboarding experience but will also thrive on customizing the onboarding experience and training to ensure adoption. You will have great program management skills and can seamlessly interact with customers and operational partners (internal and external) to articulate product and operational workflow needs.

You have a natural desire to thoroughly understand customer processes and pain points. You have a background in logistics implementations that will allow you to hit the ground running with LeafLink’s services. You enjoy the challenge and opportunity in helping those with both tech and non-tech backgrounds understand the value of utilizing our platform to streamline their work. You have the creative ability to translate customer workflows into existing LeafLink technology workflows and/or can help define and create new LeafLink workflows in conjunction with our product and operation teams. You thrive in a fast-paced customer-first environment. You love being on the phone with customers and jumping into video meetings to help customers in real-time. You also get excited about the opportunity to design new methods of communication and training to help customers realize their full potential.

What You’ll Be Doing

Collaborate with the customer’s Account Executive, Solution Consultant and Account Manager to design and execute a flawless onboarding experience for each customer.
Be a creative thinker and proactive problem solver to support customers through their issues including identifying short-term solutions when applicable.
Anticipate potential issues and escalate them appropriately to deliver the best possible experience throughout the onboarding period.
Gain a thorough understanding of LeafLink’s various workflows to guide customers in integration best practices.
Be a LeafLink platform and Logistics expert, knowing the best practices and approaches across multiple markets and logistics solutions so that all customers are set up for success.
Manage goals, objectives, timelines, scope, and project plans, ensuring customers meet their integration implementation metrics.
Work closely with multiple teams to ensure customers’ requirements are executed and timelines are met.
Partner with multiple external stakeholders including senior logistics partners and executives, and adapt the communications approach depending on the client persona. Provide effective communications across these personas from highly complex discussions to more straightforward requests.
Support customers’ quick time to live, owning related KPIs such as go lives, csat, and time to first value.
Own projects for increased adoption from convening group training sessions to developing short-form videos for quick training clips.
Provide internal implementation troubleshooting support to the Go To Market team.

What You’ll Bring to the Team

3+ years of project management in customer implementations or onboarding.
3+ years owning a book of business of customers in various stages of onboarding or implementation
3+ years experience in a logistics centered or related role (preference for supply chain, warehouse or fulfillment work).
Stellar attention to detail and excellent follow through.
Experience using Salesforce, Mixmax or another sales enablement tool required.
Experience using QuickTime or other video recorders for training and overviews preferred.
Excellent written and verbal communication and presentation skills.
Exceptional client relationship management skills.
A willingness to go above and beyond to ensure our clients' success.
Can prioritize and manage multiple tasks serving multiple stakeholders simultaneously.

LeafLink Perks & Benefits

Flexible PTO - you’re going to be working hard so enjoy time off with no cap!
A robust stock option plan to give our employees a direct stake in LeafLink’s success
5 Days of Volunteer Time Off (VTO) - giving back is important to us and we want our employees to prioritize cultivating a better community
WFH stipend - we’ve always been remote first
Competitive compensation and 401k
Comprehensive health coverage (medical, dental, vision)
Commuter Benefits through our Flexible Spending Account