Onboarding Specialist

About SureDone:

SureDone is a leading multi-channel e-commerce software provider that helps businesses simplify and automate their operations. Our platform empowers sellers to efficiently manage listings, inventory, and orders across major marketplaces and channels. We focus on delivering top-tier support and solutions to our clients, with a special emphasis on the automotive and powersports industry.

About the Role:

We’re looking for an Onboarding Specialist to join our team and play a critical role in ensuring new customers are set up for success. In this position, you will oversee the onboarding process for our clients, guiding them through system setup, data imports, and training.

You'll need to be juggling project management, customer calls and training, and technical troubleshooting across a handful of client accounts at any given time. We're looking for candidates with excellent people skills as well, because the goal is to grow the department and ideally you would be promoted to manage it if all goes well.

Key Responsibilities:

• Oversee and manage multiple onboarding projects for high-value clients, ensuring timely and successful implementation.
• Track and communicate project progress with customers and internal teams.
• Train customers on best practices for using SureDone’s platform and tailor training sessions to meet their unique business needs.
• Assist with complex data imports, applying intermediate to advanced Excel skills (e.g., vlookup).
• Gain familiarity with the various e-commerce marketplaces such as Amazon, Walmart, and eBay, eventually understanding the nuances between each marketplace and be able to help sellers list effectively on each one
• Each user, during their onboarding experience, will almost certainly be running into all sorts of issues and hurdles, so you'll be expected to stay on top of troubleshooting, because you'll essentially also be acting in a customer support role for that duration of the process before they're officially passed onboarding (at which point their queries would go to the actual Customer Support department)

Qualifications:

• 3+ years of experience in an onboarding or customer success role within a B2B SaaS company.
• Experience in e-commerce onboarding/support with platforms such as Amazon, eBay, Walmart, etc., is highly preferred.
• Prior experience at e-commerce companies is a huge plus
• Strong project management skills, with the ability to manage multiple client projects simultaneously.
• Solid intermediate Excel skills, with experience managing large data sets.
• Knowledge of JSON, APIs, and handling data formats like XML and CSV is a strong advantage.
• Ability to work independently, with exceptional attention to detail and follow-through.