Onboarding Specialist

Who you are

• Proven experience in a customer-facing role, ideally in support, onboarding, training, or customer success within a SaaS environment
• Strong ability to explain technical concepts in a simple and engaging manner
• Experience creating and delivering training content and materials
• Exceptional organizational skills, with the ability to manage multiple projects and deadlines
• Confidence in facilitating live virtual training sessions
• A proactive mindset with a passion for delivering exceptional customer experiences
• An eagerness to help and educate others, with a friendly and customer focused attitude

What the job involves

• Riverside is growing rapidly, and we’re seeking an Onboarding Specialist to join our Customer Success team
• In this role, you’ll be instrumental in ensuring our customers get the most out of Riverside’s solutions from the start
• You will lead onboarding sessions, train customers on new features, and create impactful resources to support both customers and our internal teams
• Your efforts will directly influence customer satisfaction and retention, making you a key contributor to our success
• Conduct live onboarding and training sessions for new customers to ensure seamless adoption of Riverside’s solutions
• Educate existing customers on new features and updates to maximize their value from our platform
• Create and maintain customer-facing resources, including training decks, guides, and workshops
• Collaborate with the Sales and Customer Success teams to ensure smooth customer handoffs and a cohesive experience
• Support the onboarding and ongoing training of new hires within the Customer Success team, ensuring they are up-to-date with the latest features and best practices
• Proactively identify customer needs and milestones, driving them toward achieving their “first value.”
• Monitor customer health and address potential risks to minimize churn
• Partner with product and marketing teams to ensure resources reflect the latest developments and best practices

Benefits

• Competitive OTE
• Stock options
• Medical, Dental, and Vision benefits
• 401k + matching
• Generous PTO
• Laptop and other equipment
• Monthly office space and home cleaning services stipends