Onboarding Specialist

Job Description

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 Customer Success team within our Customer 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 Care, Product, Marketing, Sales and Research to provide a connected experience for our customers.

As a Customer Success 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.

What you'll do here:

• 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 1:1 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.

We'd love to hear from you if you have:

• 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

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

At Mailchimp, we understand that experience comes in many forms. We don’t just accept differences, we celebrate them, support them, and hire peeps from a wide variety of backgrounds because it makes our company stronger. We’re dedicated to adding new perspectives to the team - so if your experience aligns with what we’re looking for (even if you don’t check every single box), please consider applying!

Mailchimp is an all-in-one marketing platform for growing businesses. Mailchimp empowers millions of customers around the world to start and grow their businesses with world-class marketing technology, award-winning customer support, and inspiring content. Millions of businesses and individuals—from community organizations to Fortune 100 companies—trust Mailchimp to help them connect with their audience with the right message, at the right time, in the right place.

Founded in 2001 and based in Atlanta with offices in Brooklyn, Oakland, Vancouver, London, and Santa Monica, Mailchimp has 1,200+ employees. Through Intuit, we offer employees competitive compensation, best in class perks and benefits . We hire collaborative, customer obsessed, problem solvers and give you ample opportunity to grow and succeed. Find Mailchimp on social .

Vaccination Policy: We are requiring that employees who come onsite be vaccinated. Unless prohibited by applicable law, full vaccination against COVID-19 is a requirement for any position at Mailchimp/Intuit that necessitates coming onsite and/or in-person business activity. Qualified applicants who wold like to request an accommodation (exception) on the basis of a qualifying medical condition/disability or sincerely-held religious belief should contact [email protected] .

Mailchimp is an equal opportunity employer, and we value diversity at our company. We don't discriminate on the basis race, color, citizenship status, national origin, ancestry, sex, gender (including gender expression and gender identity), sexual orientation, age, weight, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, genetic information, or any other factor protected by federal, state or local law. Mailchimp also prohibits harassment of applicants and employees based on any of these protected categories, and complies with all applicable state and federal laws respecting consideration of unemployment status in making hiring decisions .

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