Client Onboarding & Training Specialist

SoloProtect helps organizations across the US and Canada to protect their greatest assets, their people. Our comprehensive end-to-end safety solution is the only one of its kind in the industry, covering every aspect from device deployment and user training to real-time monitoring and emergency response. SoloProtect is a sister company of Management Controls, Inc. and owned by the Broady family, US investors with a proven track record of developing growth in recurring revenue and technology businesses.

The Client Onboarding & Training Specialist focuses on ensuring a smooth transition for new clients as they come aboard as well as meeting training needs for existing clients. They're responsible for getting clients up to speed, training them in how to use it effectively, and addressing any initial questions or concerns. This role is all about setting the stage for a positive customer experience from day one over the first 45 days.

Duties and Responsibilities

• Develop and implement onboarding strategies, document customer needs, and provide detailed training for effective adoption of the platform.
• Deliver customer training and onboarding to facilitate smooth product adoption and build a strong customer relationship foundation.
• Coordinate with internal teams to develop resources, solutions, and tools to improve customer experience, engagement, and outcomes. 
• Deliver feedback and advocate for solutions, product enhancements, and other actions to meet the needs of customers and ensure satisfaction and retention.
• Develop training schedules and materials to meet education needs across client lifecycle.
• Any other duties or responsibilities as asked to perform by the Director of Customer Success.

Requirements

• 1-2 years of experience in customer relationship management, sales, or related field.
• Understanding of Recurring Monthly Revenue (RMR) sales and demonstrated commercial skills.
• Experience with CRM system for pipeline management; Salesforce preferred. 
• Prior industry experience in security or similar device-enabled SaaS solutions.
• Attention to detail and ability to manage workload between new and existing client needs.
• Continuous improvement mindset and strong customer service skills.
• Ability to travel to client sites; potentially up to 25%