Location: SoHo, NYC (Hybrid in-office/remote schedule)
About the Role:
As the Onboarding Specialist at Hatch, you will own the critical first stage of the customer journey, guiding our customers through kickoff, setup, and go-live. Your role is to provide clear expectations and a prescriptive plan for success right from the start.
Duties and Responsibilities:
- Own the first stage of the Hatch customer journey, guiding customers from kickoff to go-live.
- Become a product expert to help customers create the most effective programs.
- Collaborate with Product, Support, and our Integration team to ensure a frictionless onboarding experience.
- Understand our integrations and guide customers on how to use them effectively for success.
- Serve as the primary point of contact during the setup and go-live process, typically lasting 2-3 weeks.
- Deliver customer training and educate on Hatch best practices to ensure a successful launch.
How You Will Be Measured:
- Time to value: Less than 30 days.
- Total launch success: Greater than 95%.
- NPS and Customer Survey Score: 8+%.
- Churn before launch: Less than 2%.
Job Requirements:
- 1+ years of experience in Customer Success, Technical Customer Success, or technical onboarding in the small business space. Don’t have the experience but believe you’re the right fit? Convince us!
Why Join Us?
- Hybrid work schedule with our office located in SoHo, NYC.
- Competitive salary range of $80K – $95K.
- Unlimited PTO.
- Fantastic company culture!
- We want you to build and grow with us!
