Do you need a degree to be an onboarding specialist?
Customer Service
Customer Onboarding Specialist Job Description: Templates and ExamplesSince there are multiple, distinct steps in the customer journey, some companies choose to separate these steps and have them managed by separate roles: Show
If your company is splitting responsibilities in a similar way, this post will teach you how to write a customer onboarding specialist job description that attracts the most qualified candidates and gets them excited to apply. The customer support platform for growing teams12,000+ support teams in 70+ countries use Help Scout to deliver outstanding multi-channel support to their customers. Start in minutes with a free trial. Try for freeSection 1: About the jobAs you introduce the concept of the role, include information about the company itself. Be sure to mention any specific values or traits that differentiate this role from the candidates other potential opportunities. Having a bigger picture of the company will help the person reading your job description better understand what the role might be like in reality, rather than just on paper. Similarly, because customer onboarding is a specific section of the role traditionally associated with customer success management, clarify that this is specifically for the onboarding segment of the customer journey and explain what that segment encompasses. Heres an example: Company ABC is a rapidly growing, profitable technology company that still embodies a small start-up culture. Our mission is to make video easier to share and easier to watch. Our primary customers are higher education, enterprise, and government customers so captioning, transcription, audio description, and translation solutions are our bread and butter. We are hiring a Customer Onboarding Specialist to help set up these high-value customers for immediate success through a clearly defined implementation process. As a Customer Onboarding Specialist, you will educate new customers, help solve technical problems, and ensure the smooth adoption of our products. Throughout our customer lifecycles, we prioritize delivering a fantastic customer experience, and onboarding is the first step of that process. Because this is a new team, you will have a critical hand in shaping its function within Company ABC. We hope you will be invigorated by the idea of stepping into the unknown, wearing many hats, and dealing with some ambiguity in your day to day. In exchange, youll be rewarded with a challenging, fun, and stimulating work environment and excellent customers to work with every day. While the example above doesnt discuss the companys values or specific views, the reader comes away with a sense of the culture. It is a high-performance, potentially high-stress role, but it can be very rewarding. You want your readers to understand what your company is about and be eager to learn more about the role. Section 2: Key responsibilitiesThe key responsibilities section is your opportunity to dive deeper into the role itself. This is where you engage candidates and help them see how they would feel in the role. Be as clear and concise as you can with these responsibilities without leaving out essential details. Keep it easy to read and quickly skimmable. Heres an example of what this might look like in practice:
This list is relatively short and sweet, but it gives an in-depth picture of the positions key responsibilities. Section 3: Skills and qualificationsYou should first list the requirements you consider essential, not to set a low bar, but to ensure you dont exclude great candidates who may not meet all of your nice-to-have items. For example, if you would accept in-role experience as equivalent to a Bachelors degree, you could leave the degree off your list. You can always follow your requirements with a nice-to-have section to help your ideal candidates self-select into the application process. Heres an example:
Nice-to-haves:
Recommended ReadingHow to Hire for Customer Service: A Step-by-Step Guide23 Customer Service Interview Questions (+ Interview Tips)6 great examples of real customer onboarding specialist job descriptionsThough customer onboarding often forms part of a broader customer success role, we have found several examples of stand-alone customer onboarding job descriptions. 1. Customer Onboarding Specialist, CongaView the full job description Conga paints a picture of the companys success and provides useful context on how the role fits into the larger team. 2. Implementation Specialist, InterfolioView the full job description Interfolio writes a clear, concise customer onboarding specialist job description. The 30/60/90-day view of what the applicant can expect in the role is a valuable addition. 3. Customer Onboarding Specialist, GustoView the full job description Gusto makes it incredibly easy for potential applicants to understand the context of the role and the responsibilities of the position. After it covers all the necessary details, the description outlines benefits, values, and other important cultural aspects. 4. Onboarding Specialist, MercuryView the full job description This is a beautifully short and sweet example. One thing that stands out about this description is Mercurys more casual language: Instead of Responsibilities and Skills & Qualifications, Mercury uses Things Youll Do On the Job and You Should. This phrasing sets the tone for a small and scrappy company right from the start. 5. Customer Success Onboarding Specialist, InvocaView the full job description Invocas example spends a lot of time on the companys purpose and goals. The We are here to section lets candidates understand the why of the business, and it will attract people who want to take part in that journey. 6. Customer Champion, Onboarding, ZapierView the full job description Zapier front-loads their job description with multiple links out to external resources. They emphasize a focus on quality of life for their employees, how they handle diversity and inclusion, and the benefits and expectations of those working remotely. Potential applicants have a great view into the company even before they dive into the role itself. Recommended ReadingWhere to Start When Building a Customer Success TeamWhat to Call Your Customer Service and Support TeamsSet up onboarding in a league of its ownThough some companies choose to include onboarding as part of customer success, creating a dedicated role for onboarding can be beneficial for your customers. Excellent job descriptions are essential when it comes to building a strong implementation team, and its important to include information about what differentiates the role from a more traditional customer success role and any information that may excite or invigorate the best candidates. Your onboarding team may be the first representatives from your company that customers come in contact with, so make sure you set up both groups for success by starting with an extraordinary job description. More job description templates and examples:
Mercer SmithMercer is the VP of Customer Success at Venafi, a yoga fanatic, and strives to make the world a little bit happier one customer at a time. You can find her at mercenator.com and on Twitter. |