Job Description
Onboarding Specialist - RemoteUnited States (Remote)Steer offers a suite of software tools for today's automotive repair shop.We combine a mix of software tools that a repair shop needs to run a highly profitable shop, in one user-friendly, cost-effective platform.Through the Steer suite, we allow the shop owner to get back to focusing on what matters, and to stop worrying about marketing and customer retention.Steer began as an online directory for drivers to find a local mechanic.Fast forward to today, Steer has launched a complete Customer Relationship Management (CRM) marketing suite, complete with text messaging, email automation, direct mail integration, reputation management, appointment reminders, declined/recommended services, and many other features.We are always innovating and we are proud to be a leader in the automotive repair industry.In August 2024 Steer acquired AutoOps - the leader in modern, intelligent, and fully integrated scheduling software for auto repair shops.AutoOps allows customers to smoothly schedule through a shop's website and Google Business Profile.About The RoleAs an Onboarding Success Specialist, you'll be part of a growing team responsible for launching and supporting a digital experience offering for our customers.This role bridges customer success, onboarding, and basic technical implementation - ensuring every client's experience is aligned with their business needs and delivers value from day one.You'll be one of the members of the onboarding team, helping define the playbook and set the tone for how we bring this new solution to life for our customers.Your work will directly impact customer satisfaction, retention, and time-to-value.You Will:Manage the end-to-end onboarding of customers using for multiple products including initial outreach, requirements gathering, and setup coordinationTailor and configure customer-facing templates based on client inputs and business goals no custom development required, but small updates and adjustments will be commonImplement scheduling tools and CRM.This includes integration, configuration, training and enablement.Serve as the primary point of contact for customers throughout their onboarding journey, delivering a high-touch experience and responsive supportTroubleshoot technical issues and coordinate timely updates to live configurations as neededCollaborate closely with teammates focused on integrations, scheduling, and CRM setup to create a seamless onboarding experienceOwn the free trial to paid conversion process to ensure customer adoptionSeeks out new knowledge and approaches problems with a mindset of exploration in regards to AutoOps and Steer ProductsYou HaveMust-Have:2years of experience in customer onboarding, customer success, or implementation support - ideally in a SaaS or digital tools environmentExperience managing a client-facing product or tool on behalf of customers (e.g., configuring, launching, or supporting a templated platform, dashboard, or embedded experience)Strong communication skillsCustomer-first mindsetAbility to manage multiple onboarding projects at once, with strong organization and follow-throughProactive, resourceful, and ownership-driven - you anticipate needs and take initiativeExperience with KPIs, including Time to Live and Time to Onboarding CompleteExperience with a CRM such as Hubspot, Salesforce, etcExperience onboarding and training on multiple products or modulesNice-to-Have:Experience with templated content platforms, CMS tools, or WYSIWYG editingExposure to scheduling or CRM toolsComfort with technical troubleshooting or support escalation workflowsExperience with a high-volume environment and short onboarding cycles.Experience onboarding low-tech customersInterview ProcessInitial Screen - 20minWonderlic Assessment - 35minHiring Manager Interview - 30minCross Functional Interview - 45min Career Journey Interview - 60minReference ChecksWe Offer100% remote work environmentMedical, Dental and Vision insurance within 30 days100% employer-paid medical insuranceEquity packageFlexible PTO with 15 days minimumGenerous Parental LeaveFSA and HSA options401(k)Growth & Wellness StipendWFH EquipmentChance to work with the latest technologyA collaborative, high ownership cultureOpportunities for development and career growthWhy Join Steer?At Steer, we align our mission of transforming the auto repair experience for shop owners and their customers with your passion for growth, innovation, and excellence.Here, you'll find opportunities to expand your skills, take on career-shaping challenges, and contribute to the future of the auto repair industry, all while enjoying comprehensive benefits and flexible work arrangements to support your well-being.Join Steer to be part of a forward-thinking, flexible, and collaborative culture where you are empowered to do meaningful and impactful work.We value diversity and believe that forming teams in which everyone can be their authentic self is key to o