As our Customer Onboarding Project Specialist, you will play an essential role in our overall client success by being responsible for successfully onboarding and managing customers in their first 90 days with Appcues.

Your efforts will be critical to setting Appcues' customers up for long-term growth by educating and enabling them on platform features and product-led growth strategies. This is a customer facing role and one that works cross-functionally with Appcues new business sellers, account managers, and technical teams. A strong focus on customer lifetime value, project management, strategic analytics, and process will be core to success in this role. Success in this role is evaluated on customer graduation rates in the first 90 days.

About the Role

• Manage onboarding and support tasks for the first 90 days across 30-40 customers via Zoom, Email, Slack, and project tracking systems.
• Build and improve objectives around customer goals.
• Lead client expectations, dependencies, and deliverables throughout the onboarding process to ensure key achievements are met on-time and within the scope.
• Ensure customers are maximizing the value of the platform through recommendations on strategy, performance, best practices, education, and creative set-up.
• Collaborate with cross functional teams to improve the overall customer experience by representing their voice, providing product feedback, and recommendations.
• Develop an extensive working knowledge of the Appcues Growth Platform, services, methodologies, and strategies for a broad range of use cases and customer goals.

Key Responsibilities

• Ensure customers receive superior service
• Provide detailed account walkthroughs and training to new or expanding customers.
• Clearly communicate account setup, installation requirements, and expectations with customers and key stakeholders.
• Establish the project plan baseline: define project scope, secure the necessary resources & plans and monitor all activities.
• Educate customers on Appcues capabilities and best practices to simplify adoption and align expectations.
• Record customer implementation needs, requests, and questions in our CRM and communicate to key Appcues stakeholders.
• Drive project execution: track project activities, monitor and handle changes, conflicts and critical issues.
• Foster customer engagement: manage customer relationships through building confidence and trust. Ensure project progress by proactively arranging meetings and customer events and bring in the correct Appcues resources when needed.
• Leverage feedback for continuous improvement to the onboarding process.

About You

• Must be a very, very strong project organizer
• Experience working with technical or SaaS products
• Comfortable providing customers with directives and following up to ensure said task(s) are complete. 
• Empathic and able to build rapport quickly with customers and teammates
• Experience with web technologies
• Excellent communication skills, verbal and written
• Strong problem solving and analytical skills
• You can comfortably work 9am-5pm Eastern Time but are willing and able to flex your schedule as customer calls and scheduling may dictate.

Our Benefits

100% remote - We don’t have an office so all of our employees learn and collaborate in the same way using remote work practices. This won't change post-COVID as we are committed to being 100% remote for the long-term. We work in Slack, Zoom, and a collection of modern collaboration tools. We have inclusive remote events and, after COVID times, will get together twice a year for a fun off-site retreat.

Well-being - You'll have solid health, dental, and vision plans; access to 401k, and a generous maternity and paternity leave.

Fair pay - Each role has a defined salary band, bands and salaries are audited on a regular basis to help maintain fairness and market value

Home office and tech budget - Besides paying for your work computer (Mac or PC), we offer a one-time $1000 home office stipend and an additional $500 annual budget for extra work-related technology.

Coworking space, on us - Home office not cutting it? We'll reimburse your monthly coworking fees.

Equity - We want everyone invested in our success. We grant every employee equity in the company.

Transparency and collaboration - We foster team alignment with meetings of all shapes and sizes—a monthly all-hands meeting called FirstThurs, weekly team lunches, and Lunch & Learns., and an annual learning stipend.

Unlimited vacation - We believe time away to reflect and explore makes us all more productive, so we expect each employee to take a minimum of ten days of vacation per year. Employees based in the USA also take off all US federal holidays. Employees residing in other countries can choose to follow their local national holidays or US federal holidays.

About us

At Appcues, our mission is to help teams build products their users love. With Appcues, you can create in-product experiences (user onboarding, feature announcements, checklists, and more) without writing any code. We believe it’s the non-technical people who often have the best information about a user’s needs and desires, and we give them the tools to act.

We’re a dynamic group of talented teammates who challenge, trust, and care about each other, their work, and the success story we are writing. Our values are not just words. We live by them.

Appcues is an equal opportunity employer that commits to diversity and inclusion and also celebrates it. We do not discriminate based on race, color, national origin, religion, gender, gender expression, sexual orientation, age, veteran status, disability status, or marital status. We believe that diverse teams foster a more inclusive company culture, build better products, and are more human, humane, and fun.