Onboarding Specialist Jobs

At Hive, our Customer Experience goes beyond product knowledge and usability. We pride ourselves in our customer's results and constantly iterate on the most imaginative ways the world's top event brands can leverage our features. We seek a passionate Onboarding Specialist with strong communication skills and hands-on email & SMS marketing experience.
As our first Onboarding Specialist at Hive, you’ll be an in-house onboarding expert who works directly with clients to ensure they see value within their first 30 days of using Hive.
What You’ll Do:

• Help our customers and work with their teams to reach implementation milestones and help them achieve their goal of sending their first SMS or email campaign with Hive.
• Share feedback on implementation risks that can cause churn or lengthen the time to value for a customer in their first 30 days.
• Create and maintain a streamlined transition of accounts from our Sales team to our CX team while maintaining an effortless experience for our customers.
• Monitor our Onboarding Customer Health Score, ensuring we create a quick path to value for our customers and set them up for long-term success.
• Monitor our 1 to many onboarding experiences, provide feedback and make adjustments to continue to drive a personalized onboarding experience.
• Positively contribute to our collaborative and fun work environment.
• Work with customers in their first 30 days of using Hive to understand their goals and motivations and connect them with product features to help them reach them.
• Work closely with our VIP customers and their teams to help embed Hive in their marketing tech stack.

Who you are:

• Experience working with Customer Health is a bonus.
• A confident communicator who engages with customers through multiple channels, including video calls.
• A self-motivated critical thinker who is eager to identify new opportunities to drive impact on our processes and products.
• Excel experience is a plus.
• HTML and CSS experience is a bonus
• You have 2+ years of hands-on experience onboarding customers, preferably in an email marketing or SaaS environment.
• An analytical thinker who can use data and customer feedback to communicate the impact of events in our customer's onboarding journey.
• Comfortable using Salesforce and other Customer Success Management tools.
• A confident and detail-oriented writer who enjoys conveying complex concepts in a simple way.

Bottom line... We're looking for curious, hardworking, down-to-earth people passionate about helping brands build enduring customer relationships. You'll be well taken care of with meaningful equity, salary, and the benefits you need to be happy & healthy.
About Hive.co
Hive is the go-to marketing platform for event marketers. Hive allows you to easily create revenue-generating campaigns built on your ticketing data, helping you make every event a sell-out.
We started our company inside a University of Waterloo computer lab in early 2014, graduated from Y Combinator that summer (S14 batch) and have been growing ever since. Initially based in Kitchener, our small but mighty 30-person team is now 100% remote and located all across Canada! We strive to provide an online work environment that allows team members to have a solid work-life balance while still feeling connected to their team and Hive’s mission.
To learn more about our team, check out our About Us page: https://www.hive.co/company
Compensation Range: CA$50K - CA$60K