Customer Onboarding Associate

The Customer Onboarding Associate will focus on onboarding new Fulfil customers on to our platform. You will work hand in hand with an Onboarding Specialist to craft an exceptional experience for merchants as they bring their entire merchant operations processes onto Fulfil. You will obsess over deadlines and work cross-functionally with multiple internal teams across product, engineering, sales, and account management to ensure timely delivery of each step of the onboarding process. This is a strategic customer success role that requires an air of confidence, and a prescriptive rather than a reactionary approach to ensure ease during this transition leading to a successful Launch and Go-Live.

**What You’ll Do**:

- Work closely with the onboarding team to help new and existing merchants adopt Fulfil
- Drive implementation planning, execution, and optimization support
- Conduct business process mapping and requirements gathering sessions with new and existing customers to determine configuration requirements
- Prepare business requirements and technical scoping documents derived from customer meetings towards a successful launch
- Troubleshoot issues that arise during configuration sessions and dry runs
- Provide on-going post implementation support to optimize user adoption onto Fulfil
- Collaborate cross-functionally to ensure timeliness of each client deliverable
- Project manage across all stakeholders (internally and externally) in order to ensure on-time delivery and exceed merchant expectations
- Collaborate with other service and product areas to create a seamless experience for our merchants as they move from sales to data-migration, to set-up, delivery and go live.
- Wear multiple hats and make the most of the opportunity to work at an amazing, innovative, and rapidly growing company; passionate about doing something incredible

**We’re Looking for Someone With**:

- 2+ years of experience managing multiple competing projects simultaneously from start to finish and have strong prioritization skills
- Previous experience in a customer facing implementation, or project management role at a product company. SaaS experience preferred
- Energy and a wicked work ethic - Customer Success is a 24/7 operation
- A strong attention to detail with proficiency in MS Excel and spreadsheet automation
- Previous experience in one or more of the following: Netsuite, SAP, JDA, MS Dynamics or other ERP/Supply Chain Management software;
- Strong project management and cross-functional collaboration skills, you are a task-management expert
- A proactive mindset capable of creating a long-term vision, with a monthly/weekly plan and shipping velocity in days
- The ability to diagnose and solve complex problems on the fly using critical thinking and persuasion
- The ability to instill a deep sense of confidence in your clients to alleviate any worry they might develop when transitioning from an old, outdated (but familiar) system to a new service
- An interest in e-commerce and the ability to quickly understand the Fulfil product suite
- Superior oral and written communication skills
- Genuine empathy for others and helping customers achieve their goals

**Nice to Haves**:

- Prior experience at a growth stage Internet/Software company
- Accounting degree, CPA designation or equivalent experience
- Knowledge of support methodology and process, and experience using Zendesk
- Experience with e-commerce technologies like Amazon or Shopify Plus
- A sense of adventure and an entrepreneurial spirit
- Coding ability or other technical experience e.g. SQL
- Previous experience with one or more of the following: Netsuite, QuickBooksOnline, Xero, TaxJar, Avalara etc