SaaS Customer Onboarding & Adoption Specialist

Hi, we’re Samba Safety and we offer the industry’s most comprehensive driver monitoring software. Our mission is promoting safer communities by reducing risk through data insights. Companies trust Samba Safety to keep their employees safe on the roads, price and reduce risk, help protect their brand, their bottom line, and our global community.

We’ve built an inclusive, supportive, and exceptional culture where every employee is empowered in their role. Don’t take our word for it; we’ve been recognized as a Top Workplace by The Denver Post, Albuquerque Journal, Sacramento Bee, and Built In Colorado. And our employees rate Samba Safety as top-notch, with a rock solid 4.9-star rating on Glassdoor.

What You’ll Do:

At Samba Safety, our Customer Onboarding Team is dedicated to empowering our customers with the skills and confidence they need to effectively use our solutions, ultimately enhancing driver and community safety. In this role, your expertise in new account implementation, training, and project management will be crucial in guiding new customers through the onboarding process. You will oversee the rollout of our products to both new and existing customers, ensuring high adoption rates and achieving the highest levels of customer satisfaction.

Responsibilities:

• Setup & Configuration:
  Help customers set up and configure the product to meet their business needs.
• Effective Usage:
  Guide customers to ensure they understand how to use the product effectively, boosting adoption.
• Integration Support:
  Provide support during the integration phase, addressing technical issues alongside the Solutions Delivery Team.
• Progress Tracking:
  Monitor customer progress and follow up regularly to ensure satisfaction and successful onboarding.
• Feedback Collection:
  Gather customer feedback to improve the onboarding process and product features.
• Team
  
  Collaboration:
  
  Work closely with Sales, Customer Success, and Product teams to ensure a seamless transition for customers.
• Documentation:
  Document customer interactions and experiences to aid in developing customer success strategies.

What you’ll need:

• Experience:
  
  3-5 years of experience in SaaS customer implementation/customer service interface.
• Project Management:
  Basic understanding of project management and time management.
• Skills and
  
  Qualifications:
• Customer-Focused:
  Strong ability to understand and address customer needs.
• Technical Proficiency:
  Solid understanding of CRM tools and software, and the ability to solve technical problems.
• Communication
  
  Skills:
  
  Excellent verbal and written communication skills for effective customer interactions.
• Problem-Solving:
  Strong problem-solving skills to address and resolve customer issues.
• Product Knowledge:
  Extensive knowledge of the product and industry to provide key pointers and contextual help.
• Adaptability:
  Ability to adapt to different customer needs and provide personalized support.
• Team
  
  Collaboration:
  
  Ability to work collaboratively with various teams to ensure customer success.
• Multi-tasking:
  Proven ability to work effectively with multiple competing priorities.
• Teamwork:
  Ability to work as part of a team to meet customer, departmental, and company objectives.
• Performance-Based:
  Comfortable working in a performance-based, structured environment.
• Analytical
  
  Skills:
  
  Excellent analytical and time management skills.
• Issue Recognition:
  Ability to recognize procedural issues as they arise and escalate appropriately.
• Learning & Application:
  Ability to learn and apply complex concepts in new situations.
• Critical Thinking:
  Great critical thinking skills.
• Software Proficiency:
  Proficiency in Microsoft Office
  365, Excel, Word.
• CRM Tools:
  Working knowledge of Salesforce, JIRA, or other customer service ticket software.

Benefits and Perks:

• Unlimited Paid Time Off and Paid Volunteer Days
• 401k Employer Match
• Generous Healthcare Benefits
• Up to 12 weeks paid time off for maternity leave based on tenure
• Wellness &Tuition Reimbursement
• Flexible Work Arrangements
• Lots of Samba Safety swag
• Samba Safety Events

Our team of talented and committed safety professionals is exceptional. At Samba Safety we strive to foster an inclusive culture that supports, encourages and celebrates a wide array of diversity. We are committed to create a space where all employees can show up as their authentic selves every day, and we work to advance employee equality, diversity and inclusion.

Samba Safety provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender identity, and expression or genetics.

Come join us to find out for yourself what all the excitement is about!