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Customer Onboarding Specialist - EMEA
Respond.io
Contract type
Ongoing
Work mode
Remote
Experience
Mid-level · 2+ years
Job description
Customer Success role at Respond.io focused on onboarding customers, helping them set up channels, AI Agents and automations, and ensuring they see value and results from the platform.
At a glance
- Work mode
- Remote
- Languages
- Italian, Spanish, English
What you'll do
- Collaborate closely with customers to understand their goals, use cases and needs, and help them maximize the value of the Respond.io platform
- Translate customers' problems and pain points into clear, result-driven goals, and help them see the value they get from the platform
- Guide customers through onboarding after they sign up, ensuring a positive and smooth experience
- Help customers set up their channels, AI Agents and automations so they are live and handling leads
- Act as a point of contact for customer issues and ensure timely resolution
- Develop and maintain strong relationships with both internal and external stakeholders
- Monitor and report on customer satisfaction and platform usage, with a focus on high satisfaction and retention rates
- Acquire in-depth knowledge of the Respond.io platform and identify opportunities for customer growth, collaborating with the Sales and Customer Success teams
What we're looking for
- 2+ years of B2B SaaS experience in customer onboarding, implementation or Customer Success
- Experienced in working with international customers and handling global accounts
- Attentive listener with an ability to address customer concerns effectively
- Strong communication skills in Italian, Spanish and English to convey complex ideas clearly
- Able to dig deeper than the customer's request to uncover their true objectives, translate their problems and pain points into result-driven goals, and make customers see the value of the platform
- Proficient in optimizing complex business processes
- Familiarity with business messaging platforms, CRM systems, and Customer Success tools
- Curious about AI and keen to set up and test AI Agents for customers
- Passionate about digital transformation and understanding diverse businesses
- Ability to provide customer feedback and insights to various departments for product improvement
- Confident in technical conversations: APIs, webhooks and integrations don't intimidate you, you quickly grasp technical concepts, and you are keen to become an expert in our software
- Empathetic, organized and self-driven: you manage multiple customers in parallel and follow up without being chased
- Able to work hours that overlap with your customers' timezone
- An agile team player who is excited by the fast-paced start-up environment and is eager to make a difference
Benefits
You will become part of an amazing culture with smart, collaborative teammates who actually care about each other's growth and success.
Virtual events like talent shows, Among Us nights, and online game sessions to keep the fun going, no matter where you are!
- You will grow more here than you would anywhere else, that is a promise.
- We offer a highly competitive