We are looking for a customer-focused, detail-oriented individual to guide new and existing clients through a smooth onboarding and support experience in Tarrytown, New York. This role plays an important part in helping customers gain value from available products, tools, and resources while building strong long-term relationships. The ideal candidate brings strong organization, clear communication, and the ability to coordinate with multiple teams to keep accounts moving forward successfully.
Responsibilities:
- Lead the client journey from initial setup through ongoing engagement, helping customers build confidence and achieve successful adoption.
- Organize onboarding activities such as introductory outreach, training coordination, account preparation, access setup, and communication with internal partners.
- Deliver guidance on product usage, practical strategies, and available business and marketing resources that support customer success.
- Maintain regular contact with customers to assess goals, monitor satisfaction, identify challenges, and recommend improvements where needed.
- Recognize opportunities to expand account value, encourage referrals, and connect customers with the appropriate internal teams for next steps.
- Keep customer information, onboarding progress, communication history, and account updates accurately documented in company systems.
- Assist clients in navigating digital resources, educational content, support materials, and branded assets available to them.
- Contribute to the development and upkeep of onboarding documents, training content, and customer-facing communication materials.
- Gather client feedback and share insights with internal stakeholders to support service enhancements and a stronger overall customer experience.
- Partner with cross-functional teams to route questions efficiently and help ensure timely resolution of customer needs.
- At least 2 years of experience in customer onboarding, customer success, account support, customer service, or another client-facing position.
- Hands-on experience working with CRM or account management platforms; familiarity with HubSpot is beneficial.
- Strong ability to present information clearly and conduct virtual training or customer education sessions.
- Excellent written and verbal communication skills with a detail-focused and service-oriented approach.
- Proven organizational skills with the ability to manage multiple tasks, timelines, and priorities effectively.
- Strong attention to detail and comfort maintaining accurate records, data entry, and account documentation.
- Proficiency with Microsoft Office applications and general administrative office tasks.
- A bachelor’s degree in Business, Communications, Marketing, or a related field is preferred.