Customer Onboarding Specialist

As an Onboarding Specialist at Privy, you’ll be responsible for guiding new customers through the onboarding process, ensuring their success in using our platform. Your role will involve managing the setup of key features such as pop-ups, email campaigns, and SMS workflows. You will proactively communicate with customers, manage multiple projects simultaneously, and work to remove roadblocks to ensure a smooth transition to using our tools.

Key Responsibilities :

• Customer Onboarding : Manage the onboarding experience for new customers, ensuring they’re set up successfully with Privy’s pop-up, email, and SMS features.
• Account Management : Oversee account updates, customer revisions, and concerns, while managing multiple projects simultaneously. Ensure that all customers progress efficiently through their onboarding journey.
• Issue Resolution : Proactively identify roadblocks or challenges faced by customers and collaborate with team members to resolve them quickly and effectively.
• Customer Guidance : Provide consultation and support on product implementation, helping customers understand and maximize the value of our features, including pop-ups, email marketing, and SMS automation.
• Cross-Functional Collaboration : Partner closely with Sales and Customer Success teams to ensure a seamless transition for new clients. Facilitate structured handoffs that include thorough context sharing, goal alignment, and account history to set clear expectations and reduce friction. Act as a bridge between teams to maintain continuity, accelerate time to value, and uphold a high-quality customer experience from day one.
• Performance Metrics : Maintain high customer satisfaction and ensure timely completion of onboarding tasks. Track and manage your workload to handle 20-40 accounts simultaneously, with an eye on maintaining high quality scores and delivering on project timelines.

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Benefits