The Customer Success - Onboarding Agent works with a high-performing team of customer-centric professionals, focusing specifically on the initial onboarding, implementation, and foundational training for assigned new customers. They play a critical role in ensuring a smooth and successful start with Qashio, guiding customers through the setup process, providing essential training, and helping them achieve their initial adoption goals. This role requires a proactive approach to anticipate and address common setup challenges, ensuring new users quickly grasp Qashio's core functionalities. They will regularly collaborate and communicate with their internal Customer Success team, as well as peers in Customer Service, Product, and Support, to ensure a seamless transition for customers into their ongoing journey with Qashio. They will get hands-on with the Qashio software to effectively guide customers through their initial setup and use.

Responsibilities

• Leading the onboarding process for new customers, guiding them through initial setup, account configuration, and system integration.
• Delivering comprehensive training sessions to new users, ensuring they understand Qashio's features and best practices for their specific needs.
• Serving as the primary day-to-day contact for new accounts during their onboarding phase, building trust and rapport and addressing immediate questions or challenges.
• Troubleshooting and resolving technical or setup issues during onboarding, escalating complex problems to the relevant internal teams (e.g., Support, Product) when necessary.
• Monitoring customer progress through the onboarding journey, ensuring timely completion of setup milestones and initial feature adoption.
• Collecting and documenting feedback from new customers to identify common pain points and suggest improvements to the onboarding process or product.
• Collaborating closely with the broader Customer Success team to ensure a smooth handover of accounts once onboarding is complete.
• Maintaining clear and concise documentation of customer interactions and onboarding status in CRM or relevant success software.

Qualifications

• 1-2 years of experience in a customer-facing role, ideally within B2B SaaS, customer support, technical support, or a related onboarding function.
• Strong verbal and written communication skills, with an ability to explain technical concepts clearly and patiently.
• A keen interest in FinTech, with a willingness to learn about accounting software and expense management systems.
• Experience using CRM software and comfortable with Microsoft Office and Google Workspace suites.
• A bachelor’s degree in business, IT, or a related field would be a plus.
• A patient, empathetic, and results-oriented approach with a strong can-do attitude when presented with challenges.