Customer Success/Onboarding Specialist (SaaS)

Hi! I’m the leader of MyWorkDoc, a growing B2B SaaS startup helping companies better manage workplace Safety and prevent workplace injuries. We provide value to our customers through a HIPAA-compliant platform paired with Occupational Health Providers skilled in treating work-related injuries. We’re a well-funded company that is financially backed by a successful investor, and we are generating revenue and we are rapidly growing. We are looking to make our next strategic hire to support and further accelerate our growth. 

We have been busy building the first iteration of our product and have thousands of users on the platform and are delivering value to our customers every day. Our customers love our software and the services that are provided by our Occupational Health Providers.  Check out this post from one of our customers + this video of what we do.  

This is a full-time position that is 100% remote though we do offer some periodic travel to meet in person.  This might be to attend an in-person team gathering or attend conferences. All of our meetings, as well as your meetings with customers, will be online over the phone and on Teams.  

Why YOU Should Apply 

This is a unique opportunity to work with a software startup company that is still at a relatively early stage but is well-funded and less risky. We are generating revenue, have customer demand, and have exciting plans to further accelerate our growth. It’s OK if you haven’t been in a position exactly like this before. In this position, you will learn the ins and outs of our product, be the voice of the customer, and have opportunities to build a team in this role or expand your role into another area of interest for you.

You will be working directly with our Director of Product Management, as well as with me, and our development team. You will be able to influence the product roadmap through direct feedback from our customers and see the results of those changes quickly. You will make daily impacts in your role that are seen by our team and our customers. You will use your knowledge in working with our customers to make our product better and improve the experience for our customers. You will learn what it takes to build a software product that actually makes a huge difference for the businesses we serve, and that people love to use every single day.  

Responsibilities and Day-to-Day 

As a small company, we sometimes have to wear more than one hat. If you’re someone who prefers to stay in your lane and within your comfort zone, this type of role is not one you’re going to enjoy. This role does not require that you know how to code, and there will be no coding involved as part of this role. It does require, however, that you are technically minded enough that you can explain more complex functionality in the software in a compelling and easy-to-understand way to a prospect that does not have as much technical inclination.

There are four main categories that will make up your day-to-day: 

1. Demo and Onboarding meetings with prospects over Teams 

2. Ongoing relationship management and customer success 

3. Customer support (business hours)

4. Side projects 

Let’s dive into each one of these a little bit further:

Demo and Onboarding meetings with prospects over Zoom 

Your first responsibility will be to help grow the company by supporting presales meetings and kickoffs with potential customers.  You will engage with prospects who have requested a product demo, and show them how to be successful with the software and the value it provides compared to our competitors. At first, you will be connecting with the prospect to discover their pain points and existing processes. You will be explaining and demonstrating how our solution can solve those pain points. After the sale is made, you will be the primary point of contact for the onboarding and implementation (to include key stakeholder training) from there. 

Ongoing relationship management and customer success 

Once onboarding and implementation are complete, you will continue to build relationships with the customer. You will be strategically reaching out to certain customers to increase engagement and reduce the risk of them not using the platform on a daily basis. 

As you will be spending a significant portion of your time speaking with existing and prospective customers, you will be learning all about the problems they are facing and what is important to them. With this information in hand, we will work together on the product roadmap to prioritize new features and capabilities to be built into the system based on the direct feedback you are receiving. Despite our small team size, we build lightning fast with new features and updates rolling out constantly, so it will be fun to watch the evolution of the app and to delight customers with the kind of speed that makes them feel like this was built just for them.  

Customer support 

Another large part of the role while not in meetings or conversations with customers is providing support. You will answer questions and respond to issues reported by customers over email. For our initial larger customers, you will also provide phone and Teams-based support. 

Side projects 

You may be thinking by now that everything above sounds like a lot and how will you have time for side projects? We’re building out the team to spread out the meetings and support so that you also have time to contribute to valuable and impactful side projects. All of these projects will share a common goal – making the other parts of your job easier and allowing you to be even more successful.  

For example, based on your skills and interest, you might: 

• Design new onboarding workflows  

• Create new user guides and documentation 

• Create video and written content for blogs and social media,  

• Create training videos

• and more! 

Requirements 

In this role, you will need to take complete ownership of your assigned prospects and customers. You will be given all of the tools and support to be successful without being told what to do every step of the way. If this appeals to you, then this may be the perfect position for you. 

Here are some other qualifications that would make this role a good fit for you:  

• You have at least 4 years of experience in customer support or customer success role for a software company 

• You have a reliable and fast internet connection.  

• You demonstrate friendliness and empathy when conversing with customers and other people, and can relate well to a variety of different people.  

• You are comfortable proclaiming that you are tech-savvy. You don’t need to be a developer, but you should be able to learn how to use new software products quickly and deeply.  

• You love the idea of efficiency. You are constantly driving to make yourself more efficient, and the idea of making other people more efficient excites you. 

• You are able to articulate how technology solutions can improve lives and improve business. 

• You love to learn, and you love finding new ways to get things done better and faster. 

• You have excellent written and verbal communication.  

We can’t wait to work with you and build something truly amazing together!