Own customer implementation immediately post-sale by connecting integrations, setting up accounts, and working to collect and interpret data
Maintain a project plan for each customer that details the tasks that need to be completed for the timely implementation of their customized account
Communicate with customers and any involved parties, via phone and email, throughout the implementation and onboarding phase of the partnership
Customize the account based on customers’ individual needs and specifications
Collaborate on the integration of outside softwares that are able to hook up to the customer account
Create a custom document for each customer, detailing the data gathered during implementation
Ensure that the customer team is aware of key deliverables and project milestones
Work closely with Customer Success to ensure seamless transition of account post-implementation
The Opportunity
We're looking for an implementation specialist to help us create an amazing onboarding experience once a customer signs the dotted line.
We boast a lower than industry average churn rate, but we are always on the hunt for ways to get that even lower. This role will play a huge part in that by owning and perfecting the 30-day onboarding experience.
Who We Are
Hatch is a Y-Combinator (AirBnB, Zapier, Stripe, DoorDash) alum SaaS start-up that is solving the communication problem that exists between home improvement businesses and homeowners.
We offer competitive compensation and benefits, including paid time off and medical, dental, and vision. In addition, we offer the unique opportunity to fine-tune your startup skillset within a hyper-growth SaaS company.
We are a team of 30+ passionate, driven, customer-obsessed people who strive to provide the best solution for our customers.
We are guided by our 10 Hatchitudes and take pride in providing not only the best product but the best experience for our customers. We thrive in chaos, won't settle for anything less than the best, and enjoy taking a super cheesy team picture every now and then.
What You'll Own In This Role
Expectations
Customers are “live” within 2 weeks, post-sale
Emails and calls are returned in a timely manner; SLA of 2 days
Customer churn is 0% at the end of the customers first 30 days
Net Promoter Score averages 8 or higher for Implementation phase
Emails and calls are returned in a timely manner; SLA of 2 days
Customer churn is 0% at the end of the customers first 30 days
Net Promoter Score averages 8 or higher for Implementation phase