Customer Onboarding Specialist

We are looking for a Customer Onboarding Specialist with experience in automotive finance and insurance (F&I) to join our awesome Onboarding Team. You will play a key role in Fullpath’s mission of delivering an amazing customer experience. You will be the welcoming face that greets our customers and helps them begin their Fullpath journey. You will achieve so by supporting the onboarding process for both new and existing accounts by helping them integrate our software, educating customers on our platform, helping solve technical issues, and ensuring a smooth adoption of our products throughout the customers’ lifecycle.

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The ideal candidate is high-energy, tech savvy, process oriented, passionate about helping customers, and excels in communication via phone and email. Always willing to go the extra mile to help a new customer.

This is a remote role reporting directly to the Director of Onboarding.

What you will be responsible for

• Owning the customer experience from the point of sales throughout their onboarding process with a strong understanding of automotive finance and insurance (F&I) workflows and terminology.
• Mapping out the customers’ requirements & needs to ensure a smooth onboarding and implementation
• Implementing proactive communication flows with the customers to align expectations regarding onboarding and value delivery timelines
• Collaborating proactively with other departments involved in the onboarding process by providing clear account setup requirements and deadlines
• Identifying any process issues and/or new process building needs that arise from the evolution of our products and problem-solve by building out processes that can scale
• Educating customers on features, capabilities, and best practices to simplify adoption and align expectations.
• Being the main point of contact to customers throughout onboarding and implementation (via video calls, calls, emails and chat).
• Handling the successful and smooth transfer of your customers to their dedicated customer success manager after onboarding completion
• Measuring and reporting upon the onboarding experience

Requirements

• 1+ year experience in implementation, onboarding, or other customer-facing role at a SaaS start-up company
• 1+ year experience in digital advertising, Google & Facebook preferred 
• Experience working within the automotive finance and insurance (F&I) domain, with a strong understanding of dealership F&I processes and terminology (preferred)
• Proven basic troubleshooting abilities
• Independent problem-solving skills and adaptivity to change
• Excellent verbal and written communication skills
• Strong work ethic and high energy levels
• Ability to multitask and collaborate with different departments
• Impeccable attention to detail
• Cares for speed and quality of delivery
• Legal authorization to work in the United States without the need for employer sponsorship now or in the future.
• Ability to sit for extended periods and perform extensive computer work, both of which are key aspects of this role.
• Ability to perform job duties from a home office, when applicable, utilizing necessary technology and maintaining productivity.
• Regular, reliable attendance and punctuality are essential functions of the job to ensure consistent workflow and communication.