About the Job :
The Customer Onboarding Associate is responsible for the training and implementation of KeepTruckin hardware and software with our largest SMB customers.
You will own the Onboarding project along with its metrics for success, including but not limited to Kick Off, Go Live, and NPS.
The Customer Onboarding Associates will use their subject matter expertise in trucking and project management skills to guide clients through onboarding and drive initial adoption as well.
This will include hosting kickoff calls to discuss and plan the implementation of new clients, hosting online training sessions, and ensuring the client is on track with their onboarding process.
This role is ideal for an individual who is highly organized and has the ability to drive multiple projects through to completion simultaneously
Define, track and achieve key performance indicators for the onboarding program
Owning the implementation process for assigned accounts which include : successful onboarding and training of the software to drive adoption by new clients
Operating as the primary point of contact during the assigned clients onboarding phase
Ensure the timely and successful completion of new client onboarding for all assigned accounts
Monitoring client progress and activities to ensure adoption and timely Go Live
Setting expectations with clients on deliverables related to their training and Go Live
Hosting weekly virtual group training sessions for new clients
Actively communicating with Account Executives and Customer Success Managers regarding client progress
Assisting with high severity requests or issue escalations as needed
Participating in cross-functional groups to establish enhancements to communications, tools and products
2+ years experience in a customer facing role in a B2B capacity, preferable trucking and logistics
Strong business background including project management, account management, problem-solving, business planning, and analytical skills
Excellent interpersonal, communication (both written and verbal), and presentation skills
Experience in delivering client-focused solutions based on customer needs
Demonstrated ability to communicate, present and influence credibly and effectively across all levels of the organization, including executive and C-level
Proven ability to manage multiple projects at a time while paying strict attention to detail
Prior experience in customer onboarding, training, implementation, project management, or other relevant experience
BA / BS degree or equivalent work experience preferred
As an equal opportunity employer, we are committed to diversity in the workforce. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally recognized basis, including, but not limited to;
race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age (40 and over), national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status or any other status protected by federal, state or local law.