Customer Onboarding Specialist (Project Manager)

Job description

The Customer Onboarding Specialist will focus on on-boarding new Fulfil customers to the platform. You are responsible not only for crafting an exceptional experience for merchants as they bring their entire merchant operations processes onto Fulfil, but to get them established with our platform and ecosystem in a way that optimizes for long-term success of their business. You will obsess over deadlines and work cross-functionally with multiple internal teams across product, engineering, sales, and account management to ensure timely delivery of each step of the on-boarding process. This is a strategic customer success role that requires an air of confidence, and a prescriptive rather than a reactionary approach to ensure ease during this transition leading to a successful Launch and Go-Live.

What You’ll Do:

  • Work closely with the onboarding team to facilitate and the lead entire onboarding process for new merchants

  • Define best practices and streamline our onboarding process by designing and creating enablement curricula such as playbooks, presentations, videos, and other interactive course material  

  • Collaborate cross-functionally to ensure timeliness of each client deliverable

  • Project manage across all stakeholders (internally and externally) and remove all barriers in order to exceed merchant expectations.

  • Collaborate with other service and product areas to create a seamless experience for our merchants as they move from sales to data-migration, to set-up, delivery and go live.

  • Wear multiple hats and make the most of the opportunity to work at an amazing, innovative, and rapidly growing company; passionate about doing something incredible!

  • Work with the management team in making every potential Fulfil customer happy with every interaction

Requirements

We’re Looking for Someone With:

  • 0-2 years of experience managing multiple competing projects simultaneously from start to finish and have strong prioritization skills

  • An interest in e-commerce and the ability to quickly understand the Fulfil product suite

  • Energy and a wicked work ethic - Customer Success is a 24/7 operation

  • Self-discipline, focus amongst the chaos, and the ability to dig into the details in order to get the job done

  • Strong project management and cross-functional collaboration skills, you are a task-management expert!

  • A proactive mindset capable of creating a long-term vision, with a monthly/weekly plan and shipping velocity in days

  • The ability to diagnose and solve complex problems on the fly using critical thinking and persuasion

  • The ability to instill a deep sense of confidence in your clients to alleviate any worry they might develop when transitioning from an old, outdated (but familiar) system to a new service

  • A sense of adventure and an entrepreneurial spirit

  • Superior oral and written communication skills

  • Genuine empathy for others and helping customers achieve their goals

Nice to Haves:


  • Prior experience at a growth stage Internet/Software company

  • Prior project management, customer success, or professional services experience

  • Experience with e-commerce technologies like Shopify or Shopify Plus

  • Coding ability or other technical experience


About Us:

Fulfil.io helps high growth, high volume merchants simplify operations and scale for growth. With the rise in omni-channel commerce, Fulfil was founded with the simple idea that merchant operations need to be simplified in order to deliver amazing retail experiences. Fulfil enables businesses to turn their back office operations into an accelerator for growth by integrating order management, inventory management, warehouse management, vendor/supplier management, wholesale, manufacturing, financials and customer service, into one seamless solution. We believe merchants should love their operations platform, and we work hard to make that happen every single day. Fulfil.io is a trusted solution for brands like EndySleep, Mejuri, Lie-Nielson Toolworks, and many more.  

Fulfil.io is a venture backed technology company with offices in San Francisco, Toronto, and Bangalore. The team is made up of people who want to feel challenged at work, be the best at their craft and learn from one another. We come from different backgrounds and experiences, all passionate about the work we do, the team we do it with, and the customers we do it for. Join us in our journey to simplify operations and empower merchants around the world!