Customer Onboarding Specialist (Mailchimp)

Job Overview

Mailchimp is a leading marketing platform for small businesses. We empower millions of customers around the world to build their brands and grow their companies with a suite of marketing automation, multichannel campaign, CRM, and analytics tools.

The Onboarding Team within our Sales organization is focused on engaging and growing our customers throughout their Mailchimp journey. Our team uses a consultative approach to guide customers through their customer lifecycle, surfacing ideas, innovations, integrations, and capabilities in support of our customers’ business goals. We share a commitment to delivering the best possible experiences to drive adoption, growth, and customer advocacy. We connect with key influencers and power users to evaluate the strength of our business relationship, dig for pain points, gather and document product feedback, act as a product advocate, and relay important communications directly to our customers. We collaborate internally with Customer Success, Product, Marketing, Sales and Research to provide a connected experience for our customers.

As an Onboarding Specialist, you will be the first point of contact for new Mailchimp customers. You will manage a portfolio of projects with a diverse set of customers, establishing healthy behaviors to drive long-term customer success and demonstrating the value of Mailchimp’s all in one marketing platform. The ideal candidate has experience in either Marketing/Channel Marketing, project management, and a strong ability to create relationships and influence decision makers, with an outstanding aptitude for applying technology to achieve results. This is an opportunity to join a fast-growing company with a diverse and collaborative work environment. This is a hybrid role reporting out of our ATL and NYC offices.

Responsibilities

• Monitor onboarding health across new customers to ensure we are fast-tracking value and setting customers up for long term success.
• Define business objectives with customers and identify a plan for their success
• Partner with other Mailchimp teams to provide a 1:many onboarding experience
• Adapt processes to provide a tailored onboarding experience and meet customer needs
• Contribute to a positive team environment of collaboration, customer empathy, equality, and inclusion.
• Become a Mailchimp domain expert.
• Identify opportunities to recommend necessary services and service partners to help meet new customer onboarding and implementation milestones
• Work closely with customers and their tech teams to fully integrate Mailchimp into their marketing tech stack
• Track and reach key implementation milestones
• Identify, capture and escalate implementation risks that could lead to churn or a failed implementation
• Train customers and provide progressive guidance throughout the implementation and launch process.
• Partner with other customer facing teams to optimize customer hand-offs and improve the customer experience
• Mentor new team members (Onboarding Specialists) as they ramp up and begin to engage with customers
• Proactively surface customer risk, successes and challenges, providing potential solutions or plan for risk mitigation
• Manage, mentor and lead a team of Onboarding Specialists.
• Work cross-functionally with other teams to ensure your team has what they need to engage, retain and grow their customers.
• Provide guidance and management over customer escalation decisions and protocols
• Work hand-in-hand with your team to develop account strategies, growth and/or risk mitigation plans.
• Coach your team through quality evaluations and performance reviews to help them develop skills and grow in their career.
• Proactively look for areas of opportunity to innovate and optimize your team and your team’s programming to drive continuous improvement on performance and the customer experience.
• Work with recruiting and internal teams to recruit, hire, onboard and train new talent.
• Inspire and motivate your team to do their best work in helping customers engage and grow with Mailchimp.
• Analyze customer and team data to make informed decisions on necessary updates to Onboarding activities and overall programming.
• Lead and encourage your team to focus on skills and attributes that lead to long-lasting relationships with their customers.

How you’ll work:

Our Core Leadership Behaviors are the observable and measurable leadership actions and skills that contribute to our effectiveness and success in our roles at Mailchimp. They determine how we do our jobs and how we meet our goals, enabling us to bring out the best in each other and execute on our strategic plans to deliver for our customers.

• Thriving in Complexity: You unravel and make sense of potentially sophisticated, incomplete, and contradictory information to effectively solve problems.
• Nimble Learning: You tackle problems with experimentation, using successes and failures to inform future decisions
• Expecting the Best: You hold yourself and others accountable to meet commitments
• Collaborating Courageously: You build partnerships across the company and work collaboratively with others to meet strategic goals
• Cultivating Candor: You act with integrity and earn the confidence and trust of others through honesty and authenticity
• Inclusive Leadership: You recognize the value diversity brings to our organization and leverages different perspectives to enhance organizational culture and drive performance
• Customer Obsessed: You listen hard to customers, understand their challenges, develop relationships with them, and deliver products that remove their obstacles
• Action Oriented: You initiate new opportunities and face tough challenges with a sense of energy, enthusiasm and service

Qualifications

• 2+ years with marketing and/or advertising campaigns and strategy (ideally digital or display advertising)
• 2+ years experience in a customer or client facing role (i.e. B2B Marketing Sales, Customer Success, Account Management)
• Experience running onboarding and implementation activities to help customers adopt and utilize products or services
• Solid understanding of MarTech (experience using MarTech platforms is ideal)
• Strong track record manage a portfolio of accounts, with an emphasis on driving client adoption
• Exceptional interpersonal skills; you have the unique ability to talk technical details and business strategy in the same conversation
• Patience and enthusiasm for explaining complex concepts to a diverse audience
• Entrepreneurial mindset - you thrive balancing independence and accountability
• Ability to listen hard and change fast to meet changing business objectives and requirements
• You have excellent work ethic, outstanding initiative, and a flexible, proactive approach
• Strong collaboration, teamwork, and relationship building skills across multiple levels and functions within the organization.
• Previous experience in mentoring and coaching of a team as a part of onboarding and other training programs and initiatives.
• Experience in process improvement and project management
• Exceptional verbal and written communication skills, including public speaking ability
• Attention to detail, outstanding work habits, enthusiasm and a consistently positive outlook in your daily work.
• Ability to listen hard and change fast to meet changing business objectives and requirements
• Experience working with self-service SaaS solutions
• Working knowledge of Mailchimp’s features
• Knowledge of market and competitive landscape
• Some travel required (up to 15%)

Bonus points for:

• HTML/CSS experience
• Experience working with self-service SaaS solutions
• Experience working in a team-oriented, collaborative environment
• Being multilingual in one or more major European languages
• Understanding of Mailchimp and its features
• Knowledge of market and competitive landscape
• Knowledge of CRM and Customer Success platforms