Overview

　　Mailchimp is a leading marketing platform for small businesses. We empower millions of customers around the world to build their brands and grow their companies with a suite of marketing automation, multichannel campaign, CRM, and analytics tools.

　　The Onboarding team is focused on engaging and growing our customers throughout their Mailchimp journey. Our team uses a consultative approach to guide customers through their customer lifecycle, surfacing ideas, innovations, integrations, and capabilities in support of our customers' business goals. We share a commitment to delivering the best possible experiences to drive adoption, growth, and customer advocacy. We connect with key influencers and power users to evaluate the strength of our business relationship, dig for pain points, gather and document product feedback, act as a product advocate, and relay important communications directly to our customers. We collaborate internally with Customer Success, Product, Marketing, Sales and Research to provide a connected experience for our customers.

　　As an Onboarding Specialist, you will be the first point of contact for new Mailchimp customers. You will manage a portfolio of projects with a diverse set of customers, establishing healthy behaviors to drive long-term customer success and demonstrating the value of Mailchimp's all in one marketing platform. The ideal candidate has experience in either Marketing/Channel Marketing, project management, and a strong ability to create relationships and influence decision makers, with an outstanding aptitude for applying technology to achieve results. This is an opportunity to join a fast-growing company with a diverse and collaborative work environment.

　　What you'll bring

　　Knowledge/interest in marketing and/or advertising campaigns and strategy (ideally digital or display advertising)Experience in a customer or client facing role (i.e. customer support, sales representative, etc.)Understanding of MarTech (experience using MarTech platforms is ideal)Exceptional interpersonal skills; you have the unique ability to talk technical details and business strategy in the same conversationPatience and enthusiasm for explaining complex concepts to a diverse audienceEntrepreneurial mindset - you thrive balancing independence and accountabilityAbility to listen hard and change fast to meet changing business objectives and requirements

　　Bonus points for:

　　Experience working with self-service SaaS solutionsExperience working in a team-oriented, collaborative environmentBeing multilingual in one or more major European languagesUnderstanding of Mailchimp and its featuresKnowledge of market and competitive landscapeKnowledge of CRM and Customer Success platforms

　　How you will lead

　　Monitor onboarding health across new customers to ensure we are fast-tracking value and setting customers up for long term success.Define business objectives with customers and identify a plan for their successPartner with other Mailchimp teams to provide a 1:many onboarding experienceAdapt processes to provide a scaled onboarding experience and meet customer needsContribute to a positive team environment of collaboration, customer empathy, equality, and inclusion.Become a Mailchimp domain expert.Identify opportunities to recommend necessary services and service partners to help meet new customer onboarding and implementation milestonesWork closely with customers and their tech teams to fully integrate Mailchimp into their marketing tech stackTrack and reach key implementation milestonesIdentify, capture and escalate implementation risks that could lead to churn or a failed implementationConnect customers with Customer Education resources and provide progressive guidance throughout the Onboarding process