Fast

Customer Success Onboarding Manager

Fast

Remote job description

Our mission is to make buying online faster, safer and easier for everyone. Fast Login and Fast Checkout enable a one-click sign-in and purchasing experience that makes it easier for people to buy and merchants to sell. The company's products work on any browser, device or platform to deliver a consistent, stress-free purchasing experience. Fast is entirely consumer-focused and invests heavily in its users' privacy and data security. Headquartered in San Francisco but open to a globally remote workforce, we are a founders-led, privately held company funded by Stripe, Index Ventures, Susa Ventures and other world-class investors.

We are committed to diversity and inclusion, and demonstrate our values through equitable pay, fantastic benefits, and access to all reasonable accommodations.

Summary

The Fast Customer Success team is hiring a Customer Success Onboarding Manager to lead and scale onboarding and enablement functions to support Fast's sellers. This role is responsible for delivering industry-defining support for Fast's growing seller and consumer base. This new role is critical in bringing the Fast Customer Success mission to life to its community, with the opportunity of building a diverse, dynamic team in 2021.

  • Partner with the Sales and Partnerships teams in onboarding SME, Growth, or Enterprise clients needing assistance with the Fast onboarding process
  • Provide demos, training, and ad hoc assistance to SME, Growth, or Enterprise clients to ensure their business is set up for success with Fast
  • Work closely with the Technical Customer Success team to ensure a seamless client handoff between onboarding and installation; collaborate with CS Operations & CS Support to align on process improvements when needed
  • Work with the Sales organization (Account Management, Account Executives, etc) with post-onboarding support needs, i.e. product-related questions, troubleshooting steps, training resources, etc
  • Partner with teams within CS to successfully onboard and enable scaled internal or external support teams through training, demos, content creation, etc
  • Handle day-to-day customer interactions across different support channels in region if or when needed
  • Build and maintain strong cross-functional relationships with internal and external stakeholders to manage expectations on performance, business requirements and overall service delivery, holding support teams accountable for overall performance execution
  • Collaborate with cross-functional stakeholders in Sales, Eng, Payment Ops & Risk, etc to get the right answers for Fast's customers
  • Improve and update existing processes or resources (i.e. product info, FAQ pages, training material, etc)
  • Help with training and onboarding new CS team members globally

Requirements

  • 3-5+ years of experience in a customer-facing role, i.e. account manager, sales representative, or customer service role
  • Proficiency in Salesforce and multi-channel support tools, i.e. Zendesk, for voice, chat, email, and social media
  • Keen understanding of Sales lifecycle
  • Ready to roll their sleeves up - no task or issue is too big or small
  • Resourceful, proactive problem solver
  • Demonstrates care and empathy towards customers and team mates
  • Outstanding communication skills - can guide customers across every background through product features, technical troubleshooting, etc over the phone, email, chat, or other channels
  • Flexible to work support different US time zones, if needed

Plus

  • Basic HTML / CSS / JS skills
  • Familiar with Zendesk integration, automations, and reporting
  • Manager or team lead experience

Benefits and Perks- Because People Matter

  • Comprehensive insurance (paid 99% by the company) with no deductible, and 10 dollar copays
  • Globally remote with flexible work schedules to fit your needs
  • Generous paid parental/family leave for all caregivers- up to 12 weeks
  • 401k with match up to 4%
  • Equity grant with possibility of refresher
  • People-focused PTO that you determine- time off is there when you want it, when you need it
  • Frequent inclusive events scheduled to allow everyone to express their voice (or dance skills)
  • Monthly exercise and internet stipends---and snacks


Summary
Company: Fast
Job title: Customer Success Onboarding Manager

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