Customer Success Onboarding Specialist

Job Description:

About Us

At Merkle we are revolutionizing international trade by providing SMEs with a seamless intuitive platform that simplifies their journey. Our Customer Support team plays a crucial role in this mission ensuring that every user experience is smooth efficient and valuable. To enhance our user experience we are looking for a Customer Success & Onboarding Specialist who will play a critical role in guiding new users proactively supporting their growth and ensuring longterm successall while continuing to assist with customer support when needed.

Your Role

As a Customer Support Specialist you will be the first point of contact for our users assisting them through various channels (email chat phone) and ensuring their inquiries are handled efficiently and professionally. You will also contribute to onboarding efforts by guiding new users and helping them integrate the platform into their daily operations as well as supporting customer success initiatives to maximize user satisfaction and engagement.

Additionally as an expert in customer success and onboarding your mission is to prepare initiatives to ensure that users successfully adopt our platform and achieve their business goals. From onboarding to long term engagement youll work closely with our customers to provide guidance anticipate their needs and help them unlock the full potential of our solution.

Key Responsibilities

Customer Support

Assist users with inquiries related to our platform products and services via chat email and phone

Take ownership of customer issues ensuring they are resolved effectively and keeping users updated throughout the process

Guide new users through onboarding helping them understand the platforms features and best practices

Proactively support customer success initiatives identifying opportunities to help users get the most value from the platform

Ensure a seamless experience by providing clear concise and solutionoriented responses

Collaborate with internal teams (Product Operations Customer Success Knowledge Base) to escalate complex cases and share valuable user insights

Contribute to process improvements helping refine onboarding customer support workflows and best practices

Participate in knowledgesharing initiatives ensuring the team stays up to date on product updates and industry best practices

Onboarding & Activation

Design initiatives to guide new users through the onboarding process ensuring a smooth transition into the platform

Conduct personalized onboarding sessions helping users understand key features relevant to their needs

Develop and improve selfservice onboarding materials such as guides FAQs and video tutorials

Identify users who may need additional support and proactively reach out to ensure they are set up for success

Customer Success & Engagement

Design initiatives to maintain regular touchpoints with users to ensure they continue to get value from the platform

Proactively identify opportunities for users to optimize their use of the platform and address any pain points

Work with the Product team to share feedback and insights helping improve the platform based on user needs

Collaborate with Sales and Customer Support to drive customer retention and satisfaction

DataDriven Approach

Track key engagement and adoption metrics identifying trends and areas for improvement.

Use insights from customer interactions to recommend improvements to the onboarding and customer success processes.

Identify potential churn risks and implement strategies to improve retention.

What Were Looking For

Excellent written and verbal communication skills in English and Spanish

Positive mindset and flexibility to perform different tasks necessary to develop the customer support

Ability to work efficiently across multiple channels (chat email phone) while maintaining a high level of accuracy and professionalism

Empathy and patience with a strong focus on customer satisfaction

Experience in customer onboarding customer success account management or a related role (minimum 5 years)

Strong ability to explain complex concepts simply and tailor communication to different user needs

Excellent relationshipbuilding skills and a customercentric mindset

Ability to analyze data and identify trends to improve the user experience

Proactive approach with a strong sense of ownership and problemsolving

Experience in B2B SaaS or international trade is a plus

A few of the benefits

Whether its the joy of working with people at the top of their game or the Merkle social calendar people love working here and we hope you will too

• Attractive and great compensation package

• Flexible work schedule

• Spanish/English lessons

• Free life and health insurance

• Career development through Dentsu University and LinkedIn Learning

• Day off on your birthday

• Annual wellness days

• Merkle Care Employee Assistance Program

• Merkle Benefits Club

• 2 volunteering days per annum

• Flexible salary remuneration scheme

About dentsu

Taking a peoplecentered approach to business transformation we use insights to connect brand content commerce and experience underpinned by modern creativity. As part of Dentsu Group Inc. we are headquartered in Tokyo Japan and our 65000 employeebase of dedicated professionals work across four regions (Japan Americas EMEA and APAC). Dentsu combines Japanese innovation with a diverse global perspective to drive client growth and to shape society.

Diversity equity and inclusion sits at the heart of our Social Impact strategy our fully integrated sustainability strategy which includes our ambition to build a fair and more equal society where everyone is equipped to thrive.

If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process please discuss this with our recruitment teams.

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