SUMMARY
In the Mid-Market Onboarding Specialist role, you will be responsible for the onboarding experience for all of our newest customers with over 400 units under management, assisting with account setup, add-on services setup and training, and education on how to use the software to integrate Buildium into their business. You will work cross functionally with Product, Marketing, Sales, Customer Success and Customer Care teams to help create a frictionless process for our customers, so that they can “graduate” from onboarding fully utilizing Buildium’s features and functionality to maximize their business’ growth potential.
PRIMARY RESPONSIBILITIES
- Outreach to all new customers assigned, conducting kickoff calls and orientation to the onboarding program
- Create and execute a customized onboarding plan for customers, inclusive of setting accounting and go-live dates and an agreed upon “graduation” plan
- Set expectations for turnaround times and maintain a project plan for each customer
- Setup and train on add-on services as applicable
- Proactively provide additional trainings with new customers who are struggling or in danger of churning
- Maintain a current, in-depth knowledge of the functions and special features of Buildium and be able to effectively transfer this knowledge to a wide range of users
- Continue to iterate on the program using your personality and voice to create a memorable onboarding experience
REQUIRED KNOWLEDGE/SKILLS/ABILITIES
- High level of energy and enthusiasm, a desire to “wow” the customer and a passion for being part of a hard working team
- Comfortable on the phone with one on one or one to many training sessions
- Experience working well in a team environment
- Strong attention to detail and highly accountable
- Demonstrated empathy with challenges our customers face
- Outstanding communication and interpersonal skills, verbal and written
- Ability to multi-task in a fast paced environment, balancing quality and progress
- Self motivated, works independently, has good judgment and consistent follow-through
- You are a subject matter expert on Buildium and property management accounting
- You have the ability to stay on top of new product releases and position features that will help our mid-market clients be successful.
PREFERRED KNOWLEDGE/SKILLS/ABILITIES
- Experience in the Real Estate or Property Management Industry
- Understanding of how large property management companies are structured and how they run
- Salesforce knowledge
