Customer Onboarding Specialist

As a Subscription Onboarding Lead at Loop, you will play a crucial role in ensuring the seamless setup, migration, and go-live process for fast-growing DTC brands on our platform. Your responsibilities will involve project ownership, effective communication, and problem-solving to deliver an exceptional merchant experience. Here's an overview of what the role entails: **Key Responsibilities:** - **Merchant Kickoff & Engagement** - Send kickoff invites promptly post-sales handoff. - Conduct onboarding calls to grasp merchant goals, setup requirements, and timelines. - Maintain regular touchpoints throughout the onboarding process. - **Solutioning & Setup** - Configure subscription setups according to merchant needs. - Collaborate with Implementation Engineering for technical solutions. - Validate and execute subscription data imports in coordination with the Migration team. - **Project & Timeline Management** - Coordinate milestones, timelines, and dependencies for successful merchant go-live. - Monitor onboarding progress using Salesforce, Sheets, and internal dashboards. - Proactively escalate risks to address delays or product gaps affecting the merchant experience. - **Merchant Experience & Retention** - Ensure smooth go-live of subscription widget and migration. - Handle communication with empathy during delays or challenges. - Gather structured feedback to share with Product and Success teams. - **Handover to Success Team** - Provide a comprehensive onboarding document upon handover. - Confirm merchant confidence in using Loop pre-transition. - Minimize churn during onboarding and the initial 30 days post-handover. **Qualifications Required:** - 5+ years of experience in SaaS onboarding, customer success, or implementation roles. - Proficiency in project management and organization. - Familiarity with tools such as Salesforce, Google Sheets, Slack, and Shopify ecosystem apps. - Excellent written and verbal communication skills with a proactive and empathetic approach to customer interactions. - Ability to collaborate effectively across technical and non-technical teams. - Strong calendar management skills. This role at Loop presents an exciting opportunity to be part of a rapidly scaling team focused on delivering exceptional merchant experiences and driving growth. As a Subscription Onboarding Lead at Loop, you will play a crucial role in ensuring the seamless setup, migration, and go-live process for fast-growing DTC brands on our platform. Your responsibilities will involve project ownership, effective communication, and problem-solving to deliver an exceptional merchant experience. Here's an overview of what the role entails: **Key Responsibilities:** - **Merchant Kickoff & Engagement** - Send kickoff invites promptly post-sales handoff. - Conduct onboarding calls to grasp merchant goals, setup requirements, and timelines. - Maintain regular touchpoints throughout the onboarding process. - **Solutioning & Setup** - Configure subscription setups according to merchant needs. - Collaborate with Implementation Engineering for technical solutions. - Validate and execute subscription data imports in coordination with the Migration team. - **Project & Timeline Management** - Coordinate milestones, timelines, and dependencies for successful merchant go-live. - Monitor onboarding progress using Salesforce, Sheets, and internal dashboards. - Proactively escalate risks to address delays or product gaps affecting the merchant experience. - **Merchant Experience & Retention** - Ensure smooth go-live of subscription widget and migration. - Handle communication with empathy during delays or challenges. - Gather structured feedback to share with Product and Success teams. - **Handover to Success Team** - Provide a comprehensive onboarding document upon handover. - Confirm merchant confidence in using Loop pre-transition. - Minimize churn during onboarding and the initial 30 days post-handover. **Qualifications Required:** - 5+ years of experience in SaaS onboarding, customer success, or implementation roles. - Proficiency in project management and organization. - Familiarity with tools such as Salesforce, Google Sheets, Slack, and Shopify ecosystem apps. - Excellent written and verbal communication skills with a proactive and empathetic approach to customer interactions. - Ability to collaborate effectively across technical and non-technical teams. - Strong calendar management skills. This role at Loop presents an exciting opportunity to be part of a rapidly scaling team focused on delivering exceptional merchant experiences and driving growth.