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Customer Onboarding Specialist

| Greater Boston Area

3Play Media is hiring a Customer Onboarding Specialist! The Customer Onboarding Specialist will set up customers for immediate success by facilitating the implementation process for new accounts. As a Customer Onboarding Specialist, you will educate new customers, help solve technical problems, and ensure smooth adoption of our products and services. 3Play Media prioritizes delivering an amazing customer experience and this is the first step in the process.

The ideal candidate is high energy, experienced with web-based technologies, passionate about helping customers, and excels communication via phone and email. Successful candidates will have the ability to quickly learn new technologies and communicate those concepts to customers with varying degrees of technical expertise. A collaborative approach is key as this role is expected to contribute ideas and initiate tactical improvements to the overall onboarding process.

Role and Responsibilities

  • Become a 3Play Media product expert
  • Provide detailed account walkthroughs and assist many new customers with implementation
    • Clearly communicate account setup requirements and expectations with customers and key stakeholders
    • Educate customers on 3Play's toolkit, capabilities, and best practices to simplify adoption and align expectations
    • Record customer implementation needs, requests, and questions in Salesforce and communicate to key 3Play stakeholders
  • Ensure customers receive superior service
  • Collaborate with the sales, finance, operations, and engineering teams
  • Leverage feedback for continuous improvement to the onboarding process
  • Develop a deep understanding of customers' business and operational objectives
  • Listen carefully to information provided by customers and ask clarifying questions to ensure proper use of 3Play tools
  • Establish strong relationships with new customer stakeholders and deepen relationships with existing customer stakeholders

Position Requirements

  • Bachelor’s degree preferred
  • Experience with web technologies
  • Excellent communication skills
  • Evidence of consistently excelling at what you do
  • Strong problem solving and analytical skills
  • Extreme attention to detail
  • Ability to work independently and manage multiple priorities
  • Must be highly motivated and have a positive attitude

About the Company

3Play Media is a rapidly growing, profitable technology company with a startup culture making a huge impact on the way people consume online media. We provide premium captioning, transcription, audio description, and translation solutions to over 2,500 higher ed, enterprise, media, and government customers. Our goal is to simplify the workflow through flexible APIs, a secure online account system, and integrations with a multitude of players, platforms, and lecture capture systems. We got our start in 2008 out of MIT Sloan and we are based in Boston, MA.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • RubyLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • PhotoshopDesign
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoCRM
    • MarketoLead Gen

Location

We're right in the middle of the Seaport, in easy walking distance to South Station and to dozens of lunch spots, bars, and restaurants.

An Insider's view of 3Play Media

What’s the vibe like in the office?

I love that I am constantly learning and being challenged. I love how my ideas are valued and heard. At 3Play you really feel like you are part of the company and you can directly see how your efforts are leading to the company's success.

Sofia

Marketing Programs Manager

What's the biggest problem your team is solving?

What my team is trying to solve isn't necessarily a problem, it's that the company is growing and we are trying to keep up!

Amanda

Office Manager

How has your career grown since starting at the company?

My experience at 3Play has been a whirlwind! I was hired to produce content in 2014; now, I'm the Director of Marketing and manage our marketing team, strategy, and operations. My experience is a testament to how the company feels about promoting internally. I was given the chance to prove I could make an impact, and I am very grateful for that.

Lily

Director of Marketing

What is your vision for the company?

We are at the forefront of making video the ultimate tool for learning, communication, and entertainment. One day, nearly every video will be accessible. This presents exciting and daunting operational challenges; challenges that we are taking on with full steam to be the unequivocal leader in the space.

Josh

Co-Founder, Chief Revenue Officer

How do you collaborate with other teams in the company?

The culture is quite open and people are quite friendly. They are just a ping away, and always ready to help!

We also have a recurring event, called 3Play Palooza, which encourages people to collaborate with people from other teams to tackle and understand challenges we face.

Neel

Senior Software Engineer

What are 3Play Media Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Intracompany committees
We have lots of mini committees like Social Committee, Accessibility Committee, 3Play Palooza Committee - each of which organizes events at 3Play focused on innovation, accessibility, & fun!
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 8 weeks of parental leave for the primary caretaker. Acme Co. also provides 8 weeks of leave for the secondary caretaker.
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Professional Development Benefits
Job Training & Conferences
Promote from within
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