Job Title: Onboarding Specialist – Logistics SaaS

Location: Remote

Department: Customer Success

About e-Courier Software  

e-Courier is a leading software provider for the growing final mile delivery industry. Our mission-critical software gives our courier and shipper customers visibility into their deliveries and supply chains, tools to integrate (API/EDI) with their customers and helps them streamline their operations. Our customers love us because our robust and customizable software enables them to constantly evolve with the changing industry. e-Courier is part of Alpine SG, a rapidly growing group of market-leading vertical SaaS companies backed by Alpine Investors in California.

Position Overview 

The Onboarding Specialist is responsible for guiding new customers through the initial setup and implementation of our logistics SaaS platform. This role focuses on delivering exceptional customer experiences, providing tailored training, and ensuring a smooth transition from the sales process to active usage of our software.

Key Responsibilities

• Client Onboarding: Lead new clients through the onboarding process, including initial setup, configuration, and integration of our SaaS platform. Ensure all client-specific needs are addressed effectively.
• Training & Education: Develop and deliver comprehensive training sessions for clients, including live demonstrations, webinars, and self-paced materials. Tailor training to meet the unique requirements of each client.
• Documentation & Resources: Create and maintain detailed documentation, user guides, and training materials to support clients throughout the onboarding process. Create and maintain resources to promote self learning and deeper product utilization. 
• Technical Support: Provide first-line technical support during the onboarding phase. Troubleshoot issues, guide clients through problem resolution, and collaborate with the technical team as needed.
• Customer Relationship & Account Management: Build strong relationships with clients by understanding their business needs and goals. Serve as a trusted advisor throughout the onboarding process and manage ongoing account account activities to ensure client satisfaction and retention. 
• Feedback & Continuous Improvement: Collect client feedback and identify areas for improvement in the onboarding process and product functionality. Work with the product, engineering, and customer success teams to suggest enhancements and updates.
• Performance Tracking: Monitor client progress and usage metrics to ensure successful adoption of the platform. Prepare and present reports on onboarding success and areas for improvement.
• Deep Product Expertise: Become a product & industry expert to confidently guide customers on how to leverage e-Courier to achieve their goals
• Onboarding Collaboration: Work closely with Sales, Customer Success, Product, and Professional Services teams to ensure a successful implementation and seamless handover from sales to onboarding and customer success teams. Collaborate with the integration team to ensure all new customer integrations are being successfully executed. 

Qualifications

• Education: Bachelor’s degree in Business, Logistics, Information Technology, or a related field preferred.
• Experience: 2+ years of experience in a customer-facing role, preferably in SaaS or logistics. Experience with onboarding or training is highly desirable.
• Technical Proficiency: Strong understanding of SaaS platforms and logistics industry practices. Familiarity with integration and implementation processes. Familiarity and experience with medical delivery couriers.
• Communication Skills: Excellent verbal and written communication skills with the ability to convey complex information in a clear and understandable manner.
• Problem-Solving: Strong analytical and problem-solving skills with a proactive approach to resolving client issues and challenges.
• Project Management: Ability to manage multiple onboarding projects simultaneously and meet deadlines in a fast-paced environment.
• Customer-Centric Attitude: A genuine passion for helping clients succeed and a commitment to providing exceptional customer service.

Compensation  

• Competitive compensation, including base and performance-based pay
• Opportunity to play a critical role in a high growth business in a dynamic industry
• Fully remote company – work from wherever you like
• 401k matching
• Medical, dental and vision healthcare coverage
• Flexible PTO

e-Courier is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.