Customer Onboarding Specialist

Job Description

A BIT ABOUT US Lever's vision is connecting human potential to meaningful work. Hiring is the most strategic challenge that every company faces, and Lever is one of the most recognized brands in talent acquisition software. As the innovation leader in our space, we are searching for great people to join us and push further. We are proud of the company we’ve built so far, but we are even more excited for what is yet to come. Our 5000+ customers include global leaders, startups that are disrupting industries, and businesses around the world. Lever has raised $123 million in funding, most recently a $50M Series D in November 2021. With an overall gender ratio of 50:50 women and men, Lever is also fiercely committed to building a team culture that celebrates diversity and inclusion. We have been certified as a “Great Place to Work”, along with “Best Company Outlook 2022,” and “Forbes Best Startup Employers 2022,” and the list keeps growing! Our people are Lever’s biggest competitive advantage. For more information on our team culture, visit https://inside.lever.co/ . THE OPPORTUNITY Join a high-performing, tight-knit team in a fast-growing startup working to make hiring more transparent, collaborative, strategic, and effective. The Customer Success organization at Lever holds deep product and recruiting knowledge and is growing quickly in response to the fast-growing list of Lever customers. As a Customer Onboarding Specialist (or Implementation Associate as we call it internally) , you will be on the front lines with our customers, understanding their recruiting organizations, learning about their goals, pain points, helping them get up and running on Lever, and guiding them along the way so they can achieve the best possible outcome using Lever. Bringing your 2-3 years of relevant software implementation experience to the table, you’ll work alongside our Sales team to ensure a smooth handoff, and take over as the primary point of contact for our customers from initial setup, provisioning, and training through their rollout and adoption of Lever. You’ll train our newest customers in targeted one-on-one sessions help them setup and configure their accounts, prepare and migrate their data, and advise them in the configuration and integration of their job site. We count an implementation as successful when our customer’s account is set up, their team is trained, and they are confident in their use of Lever to meet their recruiting goals. Implementation Associates are product experts, effective communicators, highly motivated, organized, personable and persuasive. THE TEAM Working with our SMB/Corporate Customers, you will be in a high-volume customer-facing role where you will have complete control of your pipeline providing one-on-one trainings to drive adoption and utilization of the Lever platform. If the words hustle, creativity, and persistence are often associated with you, then we want to hear from you. Our perfect coworker is smart, self-directed, persuasive, empathetic, high-energy, well-versed in data migration, and passionate about helping our customers. It's critical that you are product-savvy and can quickly learn how to use new tools (including Lever). We are looking for someone who knows how to manage their time effectively and can easily prioritize the tasks in front of them. If this sounds like you, drop us a line!

WITHIN 1 MONTH, YOU'LL

• Complete Ramp Camp, our onboarding program designed to get you up to speed on our business, vision and team and gain an understanding about how your role fits into Lever's broader organization. You’ll learn about all aspects of the business, kick off your starter project at Lever and present to your team!
• Learn pertinent internal tools (Google Apps, Slack, Intercom, Zoom, Salesforce, Zendesk, Lever).
• Dig into the recruiting world, quickly learning different recruiting team roles, interactions, activities, and metrics and how it all works with Lever.
• Jump into the support queue to answer 80% of basic customer questions quickly and efficiently without additional support.
• Conduct account audits for our customers who are self implementing to make sure they are on track.
• Pick up your first implementation and work, with guidance, to: assess needs, configure their account, train their team, set up their job site and coordinate the import of customer data.

WITHIN 3 MONTHS, YOU'LL

• Consistently and successfully implement accounts in 60 days or less.
• Be fully ramped up, managing up to 35 concurrent implementations and taking 15 customers live with Lever each month.
• Be fully versed in Lever tools keeping essential customer data organized and tracking all your interactions with customers.
• Become a subject matter expert in one aspect of Lever and the related recruiting activities, supporting other Implementation Specialists including building out training materials based on that subject.
• Create urgency, instill confidence, and provide fantastic customer service as you guide recruiting professionals through the initial setup, provisioning and their early adoption stage of Lever at their company.
• Successfully transform and import customer data into Lever.

WITHIN 6 MONTHS, YOU'LL

• Continue to manage a high volume of accounts post-sale, through the implementation process to ensure the successful adoption of Lever.
• Make emails/calls each day to drive urgency, engagement and utilization.
• Develop tactics to increase adoption and utilization for our self implementing customers and within your pipeline.
• Meet and exceed monthly metrics and objectives.
• Drive conversations with recruiting professionals to identify and document real obstacles hindering their adoption of Lever – your insight will help drive changes and new features and improve future success.
• Provide input for overall implementation process improvements.
• Get involved in hiring and growing the team by evaluating/interviewing candidates.
• Help train new Implementation Specialists. Continuously learn and maintain your expert product knowledge as the Lever platform evolves and grows.
• Depending on your interest and performance, work with your manager to start progressing towards your next role: one as a Customer Success Manager, a Senior Implementation Specialist or a member of the management team.

WITHIN 12 MONTHS, YOU'LL

• Mentor new hires and teach best practices to lead the team towards future success.
• Deepen knowledge of tactics to increase adoption and utilization within your accounts and share across the team.
• Identify gaps within our processes, propose solutions and execute to continue raising the bar on the team.

Is this role not an exact fit? Sign up to stay in touch, we'll let you know when we have new positions on the team. The Lever story Lever is a leading Talent Acquisition Suite that makes it easy for talent teams to reach their hiring goals and to connect companies with top talent. Lever is the only platform that provides all talent acquisition leaders with complete ATS and robust CRM capabilities in one product, LeverTRM. The LeverTRM features allow leaders to scale and grow their people pipeline, build authentic and long-lasting relationships, and source the right people to hire. Lever Analytics provides customized reports with data visualization, see offers completed and interview feedback, and more, to inform strategic decisions between hiring managers and executives alike. Our platform also enables companies to hire with inclusivity in mind, helping eliminate any hiring bias. Lever supports the hiring needs of over 5,000 companies around the globe including the teams at Netflix, Spotify, Atlassian, KPMG, and Nielsen. For more information, visit https://www.lever.co . California residents applying for positions at Lever can see our privacy policy here . #LI-AM1 #LI-REMOTE #BI-REMOTE Apply for this job