Customer Success Specialist - Onboarding

About Hatica

Hatica is a venture-backed fast growing SaaS startup focussed on building an engineering analytics platform to help development teams drive productivity, alignment and well-being. It was founded in 2020 by a strong team from Georgia Tech, IIT, and Uber. We operate as a fully distributed organisation of high performance and inclusive teams.

We are looking for an experienced and customer-focused Customer Success Specialist - Onboarding to join our team. The successful candidate will be responsible for guiding our new customers through the onboarding process, providing them with best-in-class service to ensure their success with our product.

Experience - 2 to 3 years

Work timezone: EST/PST/Any US timezones preferred

Primary responsibilities include:

• Create a personalized onboarding plan for each new customer, tailored to their specific needs
• Help customers set up their accounts and make sure they understand how to use our product
• Identify customer needs and provide solutions to ensure customer satisfaction
• Monitor customer usage and provide feedback and suggestions to ensure customer success
• Provide customer support and troubleshoot any customer issues
• Monitor customer onboarding process and proactively identify opportunities for improvement
• Maintain up-to-date records of customer interactions

The ideal candidate will have:

• Prior experience in an onboarding role and has worked as an engineer or at least worked closely with engineering teams and understands the processes
• Experience as a customer success manager where you’ve maintained excellent engagement and built strong relationship with your clients
• Excellent communication skills, both written and verbal
• Strong problem solving and troubleshooting skills
• Excellent customer service skills
• A positive, can-do attitude
• The ability to work independently with minimal supervision
• The ability to work in a fast-paced environment
• Familiarity with customer relationship management (CRM) software is a plus

Benefits

• Work with the best and brightest on a global cutting-edge SaaS product
• Performance oriented culture built on fairness and inclusivity
• Competitive Compensation
• Flexible work hours
• Fully remote team, work from anywhere
• Monthly work-from-home stipend for your work setup