Onboarding Implementation Specialist
The ShipMonk Onboarding Team serves as the face of the ShipMonk brand during implementations as clients transition their fulfillment to ShipMonk. They have the opportunity to make a meaningful difference in the lives of our merchants. Our unparalleled servicing philosophy puts your passion for serving at the center of every client interaction, creating an opportunity to deliver value to our customers while deepening relationships with our company. Our goal is to be the indispensable fulfillment partner of our merchant customers by delivering premium value that exceeds merchant needs. The Onboarding Implementation Specialist role is integral to ShipMonk, setting the foundation of success for clients and ensuring a seamless experience once going live and fulfilling orders.
The Onboarding Implementation Specialist of Client Onboarding will be responsible for the overall onboarding journey overseeing the end-to-end implementation of large-scale projects and high-touch accounts. This includes working collaboratively with subject matter experts and domain owners from Product, Development, Launch Operations, and other internal teams.
What you’ll do:
- Lead the implementation process for enterprise customers with varying levels of complexity, ensuring that the client launch is completed on time and meets the expectations of the client and ShipMonk
- Conduct 1:1 onboarding training sessions with client teams ensuring that all users are proficient in using the ShipMonk app and familiar with our warehouse operations
- Demonstrate ShipMonk’s software and system features and troubleshooting in video meetings to ensure comprehension
- Oversee integrations for common e-commerce market places (Shopify, WooCommerce, etc) and complex EDI integrations for B2B partners (NetSuite, SPS, etc)
- Collaborate with clients to gather requirements for custom development and/or complex operational requirements
- Act as the project management office to coordinate internal workstreams by facilitating internal sync meetings to track progress
- Manage Action Tracker document for both internal and client action items to ensure all tasks are completed in a timely manner
- Create and maintain documentation for the client’s onboarding journey
- Partner closely with Sales to oversee a seamless transition into the post-sale merchant journey
- Build relationships and effectively communicate and partner with other ShipMonk departments (Sales, Developers, Operations, etc) to resolve onboarding challenges
- Recommend improvements to the Sales, Client Support, and Operations processes to enhance the overall customer onboarding experience continuously. Advocate for clients by capturing and sharing feedback.
- Partner in the development of training and reference material to educate merchants about ShipMonk processes and tools so they are well-prepared to go live
- Manage and lead internal department projects and identify opportunities to improve the Onboarding process
- Assist the Onboarding Director and Manager with recruiting, training, mentoring, and scaling the team
- Assist with developing and maintaining standardized playbooks to onboard new team members
- Define, measure, and improve key performance metrics on the effectiveness of Onboarding
- Achieve post-go-live service level targets for the overall experience
- Collaborate with all Onboarding Associates to assist in resolving complex business requirements and unique development requests
Skills
- Project Management: organized and capable of multi-tasking, and conducting proactive follow-ups.
- Training: a knack for methodical education of clients to ensure adoption and success.
- Problem-solving and Critical Thinking: use logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
- Communication: at ease speaking to large groups and preparing written communications to others to convey information effectively; outgoing and energetic personality. Adjust and adapt communication style or method to align with each client's way of receiving information.
- Attention to Detail: thorough, organized, active, and productive; able to manage multiple projects concurrently
- Time Management: ensuring open projects and tasks stay on track with their estimated completion timelines, and the ability to juggle multiple priorities
- Collaborative: comfortable with innovative thinking, and sharing ideas with other team members.
- Active Listening: give full attention to what other people are saying, take time to understand the points being made, respect ideas, respond appropriately, and ask questions.
- Resilient: never give up and keep iterating until a problem is solved.
- People skills: ability to work well with others, navigate escalations, and challenging interactions with clients
- Be a team player who believes that their team's success is their success and they share responsibility when their team experiences difficulties along the way.
Qualifications
- 3+ years of experience in third-party logistics
- Strong technical background in software integration with the ability to quickly learn new product features and explain to others
- Hands-on experience selling, demonstrating, implementing, or supporting software
- Experience collaborating cross-departmentally to deliver comprehensive solutions
- Proficient with Google Suite Apps; Sheets, Docs, Slides, Calendar, and Meet
- Comfortable with public speaking, talking to clients on the phone and video calls
- Preferred bilingual English/Spanish, able to speak and write English and Spanish fluently
- Tech-savvy Analytical and creative in finding solutions for customers
