Onboarding and Customer Success Specialist

Onboarding and Customer Success Specialist

Mercury Solutions

OVERVIEW

The Onboarding and Customer Success Specialists are key contributors to the success of the Mercury HQ product. This role is responsible for being an active participant in a comprehensive onboarding process for new Member Florists, ensuring a seamless and engaging experience as they join the Mercury Network. The specialist will deliver top-tier customer service during new member turn-ups and participate in efforts to continuously improve the onboarding and technology training approach. Collaboration with Mercury HQ development teams is an essential component of this role.

KEY RESPONSIBILITIES

• Care deeply about the customer and demonstrate an affinity to actively contribute and grow the discipline, not just maintain the status quo.
• Deliver exceptional customer service.
• Collaborate closely with Mercury HQ development teams to provide feedback and participate in product improvement cycles.
• Conduct remote training sessions and provide ongoing support for Mercury HQ users as part of the onboarding process.
• Manage inbound and outbound communications related to onboarding, training, and support.
• Continuously assess and enhance onboarding materials and training content in collaboration with the broader team.
• Perform other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES

DIRECT REPORTS (If Applicable)

None

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by applicable laws, regulations and ordinances