The role you'll play:

Consumer Edge’s Trial Onboarding Specialist is responsible for helping CE’s customers maximize the value of their 90-day trial subscriptions to ensure they convert to highly engaged, annual subscribers. The Trial Onboarding Specialist is part of CE’s Customer Success team and works with Account Executives, Insights, and Technical Support to shepherd trial customers through onboarding, implementation, training, and conversion from trial to full annual subscription. The Onboarding Specialist will serve as the main point of contact for trial customers’ product and data-related questions, collaborate with Account Executives to drive post-trial conversions, and ensure all account information is transferred to Customer Success after the trial period.

About Customer Success at CE:

Customer Success is a fast-growing function at Consumer Edge, with the Director of Customer Success joining in 2021 to build & lead the team. This is an exciting opportunity to be the first Onboarding Specialist hire at a company that prioritizes building differentiated datasets & products that serve customers’ needs.

Every day our team speaks with the best and brightest investors looking to better use data in their decision-making processes. The Customer Success team is at the center of helping customers achieve better outcomes using CE’s data.

The Onboarding Specialist will have a unique entrepreneurial opportunity to work with CS, Sales, Product, and Insights leadership to build and execute on best practices around customer onboarding, training, documentation of best practices and account knowledge.

Your main responsibilities:

  • Onboard and assist in training for trial customers across CE’s financial services products
  • Lead onboarding kickoff calls to gather information from trial customers and document that information for use by internal teams
  • Schedule and attend trainings and working sessions for trial customers to connect with our Insights team
  • Schedule and attend check in calls with Account Executives throughout the 90-day onboarding process
  • Work with Sales, Customer Success Managers, Technical Support, and Product to ensure quick turnaround and provide quality service to CE’s trial customers
  • Quickly and clearly answer customers’ questions throughout the trial process
  • Understand the customers’ needs and set up their CE account to accomplish their goals
  • Monitor engagement and usage across the trial customer base and provide Account Executives with insights on their trial accounts
  • Capture trial customers’ product feedback and provide feedback to our Product team
  • Troubleshoot and ensure resolution of any issues experienced by the customer

You will be successful in this role if you have:

  • A desire to drive business results with a team-first mentality
  • Strong verbal/written communication & presentation skills; extraordinary listening skills
  • Strong problem solving & analytical skills; formulates solutions that deliver real business value
  • Ability to multi-task and prioritize work effectively across projects
  • A drive to exceed goals and a positive, proactive attitude to overcoming challenges
  • An entrepreneurial spirit and an enthusiasm for building new processes

We’re looking for someone with:

  • 2+ years of experience onboarding SaaS customers or serving as a Customer Success Manager, specifically working with data products and/or financial services customers
  • Strong verbal/written communication & presentation skills; extraordinary listening skills
  • Strong problem solving & analytical skills; formulates solutions that deliver real business value
  • Organizational skills and the ability to thrive in a fast-paced environment
  • Expertise with Excel, PowerPoint, and Salesforce
  • Knowledge of how to use data visualization tools such as Looker, Tableau, Google Data Studio, etc.
  • Experience working with cross-functional teams (i.e. Customer Success, Sales, Research, Marketing, Product, etc.)
  • Drive: no obstacle is too difficult to overcome, and no one needs to push you to excel

What you will have at Consumer Edge: 

  • Competitive Salary 
  • 401k match
  • Equity grants
  • Subsidized health, dental, and vision insurance along with unlimited sick-day policy 
  • Great people: surround yourself with a team of people with a shared vision & focus, drive, a passion for CE’s customers, and camaraderie  
  • Work-from-home flexibility. As of Q2 2022, CE is remote-first, with an office in Midtown Manhattan 
  • An incredible product & powerful data that “wows” clients 
  • An opportunity to be a core part of a new function of the business 
  • Career growth opportunities 

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