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Customer Onboarding Specialist

About the Job

3Play Media is hiring a Customer Onboarding Specialist! The Customer Onboarding Specialist will set up customers for immediate success by facilitating the implementation process for new accounts. As a Customer Onboarding Specialist, you will educate new customers, help solve technical problems, and ensure smooth adoption of our products and services. 3Play Media prioritizes delivering an amazing customer experience and this is the first step in the process.

The ideal candidate is high energy, experienced with web-based technologies, passionate about helping customers, and excels communication via phone and email. Successful candidates will have the ability to quickly learn new technologies and communicate those concepts to customers with varying degrees of technical expertise. A collaborative approach is key as this role is expected to contribute ideas and initiate tactical improvements to the overall onboarding process.

Role and Responsibilities

  • Become a 3Play Media product expert
  • Provide detailed account walkthroughs and assist many new customers with implementation
    • Clearly communicate account setup requirements and expectations with customers and key stakeholders
    • Educate customers on 3Play's toolkit, capabilities, and best practices to simplify adoption and align expectations
    • Record customer implementation needs, requests, and questions in Salesforce and communicate to key 3Play stakeholders
  • Ensure customers receive superior service
  • Collaborate with the sales, finance, operations, and engineering teams
  • Leverage feedback for continuous improvement to the onboarding process
  • Develop a deep understanding of customers' business and operational objectives
  • Listen carefully to information provided by customers and ask clarifying questions to ensure proper use of 3Play tools
  • Establish strong relationships with new customer stakeholders and deepen relationships with existing customer stakeholders
  • Position Requirements

  • Bachelor’s degree preferred
  • Experience with web technologies
  • Excellent communication skills
  • Evidence of consistently excelling at what you do
  • Strong problem solving and analytical skills
  • Extreme attention to detail
  • Ability to work independently and manage multiple priorities
  • Must be highly motivated and have a positive attitude

About the Company

3Play Media is a rapidly growing, profitable technology company with a startup culture making a huge impact on the way people consume online media. We provide premium captioning, transcription, audio description, and translation solutions to over 2,500 higher ed, enterprise, media, and government customers. Our goal is to simplify the workflow through flexible APIs, a secure online account system, and integrations with a multitude of players, platforms, and lecture capture systems. We got our start in 2008 out of MIT Sloan and we are based in Boston, MA.

How to Apply

Please complete this application.