Customer Onboarding Analyst

The Opportunity

Step into a pivotal role as a Customer Onboarding Analyst, where you'll directly enable the scalability of our Onboarding Managers by completing configuration tasks, building out salesforce reports and dashboards for customers, and building customer slide decks. You'll ensure the accuracy of behind-the-scenes data and proactively monitor platform adoption trends,, identifying and addressing at risk customers early to guarantee license adoption. This is a chance to gain complete visibility into global Customer Onboarding operations, blending back-end data mastery with client interaction.

What You'll Do

As a Customer Onboarding Analyst, you'll orchestrate a critical blend of deep operational execution and focused client engagement. You'll delve into system setups, sanitizing data and documenting processes to ensure seamless backend operations. Beyond this structural support, which includes Salesforce and Sitetracker setup configuration, you'll also nurture relationships with our lower-complexity, smaller-tier client portfolios, guiding them through their onboarding journey. Your role is inherently analytical, driving impact by building adoption dashboards, auditing user license utilization, and running data diagnostics across client accounts to proactively identify opportunities and challenges.

The Skills You'll Have

Core Onboarding Analyst skills:

• Employ sound evaluation, judgment, and interpretation to select the best course of action for complex scenarios.
• Execute tasks independently, ensuring high-quality work that requires review only at critical junctures.
• Build and maintain standard Salesforce Reports and dashboards to track key metrics.
• Develop predictive templates that proactively flag at-risk accounts based on license utilization.
• Craft executive-ready slide decks that directly link Sitetracker usage metrics to tangible customer business ROI.

Behind-the-Scenes Configuration & Administrative Support:

• Handle routine platform configuration and data imports.
• Efficiently resolve simple user permission and layout visibility issues within the platform.
• Execute user and permission set provisioning in both Sandbox and Production environments.
• Leverage your knowledge of Salesforce/Sitetracker Object Models and data mapping logic to help customers build reports and dashboards.

Velocity Account Management (Small Portfolio):

• Effectively lead small groups of end users through low touch customer engagements.
• Confidently manage a portfolio of multiple low-touch accounts, ensuring consistent progress.
• Translate basic technical product workflows into clear, actionable steps for diverse end users.
• Transform customer feedback into valuable internal knowledge-base articles or self-service video walkthroughs.
• Identify and capitalize on opportunities for expansion within small accounts based on their high adoption metrics.

Within 90 Days, You'll

• Support Onboarding Managers with essential administrative tasks, ensuring project readiness for enterprise launches.
• Take ownership of a portfolio of small, low-touch accounts, successfully guiding them to adoption milestone completion and high customer satisfaction.

Within 180 Days, You'll

• Develop and implement initial reusable adoption plans and internal configuration playbooks, improving elements of the onboarding lifecycle.
• Proactively monitor platform adoption trends across your assigned accounts, identifying and acting on anomalies to sustain high engagement.

Within 365 Days, You'll

• Significantly contribute to the overall reduction of Time-to-Value across the board by supporting with complex setups and optimizing customer readiness for all enterprise launches.
• Lead the creation and refinement of comprehensive internal configuration playbooks and standardized client-facing assets.
• Demonstrate mastery in maintaining 100% customer satisfaction and rapid milestone completion across your expanded small account portfolio.