Onboarding Specialist

Company Overview

Job Overview

Mailchimp is a leading marketing platform for small businesses. We empower millions of customers around the world to build their brands and grow their companies with a suite of marketing automation, multichannel campaign, CRM, and analytics tools.

The Customer Success team within our Customer organization is focused on engaging and growing our customers throughout their Mailchimp journey. Our team uses a consultative approach to guide customers through their customer lifecycle, surfacing ideas, innovations, integrations, and capabilities in support of our customers’ business goals. We share a commitment to delivering the best possible experiences to drive adoption, growth, and customer advocacy. We connect with key influencers and power users to evaluate the strength of our business relationship, dig for pain points, gather and document product feedback, act as a product advocate, and relay important communications directly to our customers. We collaborate internally with Customer Care, Product, Marketing, Sales and Research to provide a connected experience for our customers.

As an Onboarding Specialist, you will be the first point of contact for new Mailchimp customers. You will manage a portfolio of projects with a diverse set of customers, establishing healthy behaviors to drive long-term customer success and demonstrating the value of Mailchimp’s all in one marketing platform. The ideal candidate has experience in either Marketing/Channel Marketing, project management, and a strong ability to create relationships and influence decision makers, with an outstanding aptitude for applying technology to achieve results. This is an opportunity to join a fast-growing company with a diverse and collaborative work environment.

Responsibilities

Responsibilities:

• Monitor onboarding health across new customers to ensure we are fast-tracking value and setting customers up for long term

• Define business objectives with customers and identify a plan for their success

• Partner with other Mailchimp teams to provide a 1:many onboarding experience

• Adapt processes to provide a tailored onboarding experience and meet customer needs

• Contribute to a positive team environment of collaboration, customer empathy, equality, and inclusion.

• Become a Mailchimp domain expert.

• Identify opportunities to recommend necessary services and service partners to help meet new customer onboarding and implementation milestones

• Work closely with customers and their tech teams to fully integrate Mailchimp into their marketing tech stack

• Track and reach key implementation milestones

• Identify, capture and escalate implementation risks that could lead to churn or a failed implementation

• Train customers and provide progressive guidance throughout the implementation and launch process.

• Partner with other customer facing teams to optimize customer hand-offs and improve the customer experience

• Mentor new team members (Onboarding Specialists) as they ramp up and begin to engage with customers

• Proactively surface customer risk, successes and challenges, providing potential solutions or plan for risk mitigation

Qualifications

Qualifications:

• 2+ years with marketing and/or advertising campaigns and strategy (ideally digital or display advertising)

• 2+ years experience in a customer or client facing role (i.e. B2B Marketing Sales, Customer Success, Account Management)

• Experience running onboarding and implementation activities to help customers adopt and utilize products or services

• Solid understanding of MarTech (experience using MarTech platforms is ideal)

• Strong track record manage a portfolio of accounts, with an emphasis on driving client adoption

• Exceptional interpersonal skills; you have the unique ability to talk technical details and business strategy in the same conversation

• Patience and enthusiasm for explaining complex concepts to a diverse audience

• Entrepreneurial mindset - you thrive balancing independence and accountability

• Ability to listen hard and change fast to meet changing business objectives and requirements

Bonus points for:

• HTML/CSS experience

• Experience working with self-service SaaS solutions

• Experience working in a team-oriented, collaborative environment

• Being multilingual in one or more major European languages

• Understanding of Mailchimp and its features

• Knowledge of market and competitive landscape

• Knowledge of CRM and Customer Success platforms

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is: $75,000 - $95,000 USD