Technical Onboarding Specialist
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Job Location:
Austin, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
10 hours ago
Vacancies:
1 Vacancy
Department:
Job Summary
IMPORTANT: Please be aware scammers may try to impersonate Zello by reaching out regarding job opportunities. We will never ask you for bank account information checks or other sensitive information as part of our hiring process. All correspondence will come from the email domain. If youre unsure please email with questions.
About Zello
Zello is a voice-first communication platform powered by our industry-leading push-to-talk technology to improve collaboration and productivity for desk-less workers. With over 175 million users were the #1 rated push-to-talk app in the world delivering 9 billion (yes with a B) messages a month.
At Zello our company values are at the heart of what we do everyday. Were proud to serve the frontline were privileged to connect people in times of crisis across the globe and were honored to support first responders.
And this is where you come in.
Zello connects the worlds frontline. Our push to talk platform turns smartphones and rugged devices into instant secure communication tools for workers in retail aviation construction logistics manufacturing and other frontline industries. As a Technical Onboarding Specialist you will help new customers launch Zello successfully by translating their goals into clear onboarding plans guiding them through configuration and ensuring they see value quickly. You sit at the intersection of product technology and customer success.
After a successful first year you will
Have led multiple enterprise technical onboarding projects from kickoff through launch with clear plans milestones and successful go lives
Be trusted by Sales Customer Success and customers as the go to person for Zello onboarding and early product adoption
Have created or improved playbooks documentation and checklists that make onboarding more consistent and scalable
Be comfortable running structured onboarding calls and trainings for admins champions and larger customer groups
What you will do
Run discovery with new customers define onboarding plans and manage timelines and expectations
Configure and implement Zello by mapping customer use cases to accounts channels roles devices and technical integrations
Lead customer facing onboarding sessions trainings and check ins to ensure customers understand how to use and manage Zello
Troubleshoot onboarding related issues escalate bugs or edge cases to product and engineering and relay product feedback
Document onboarding steps decisions and outcomes in CRM or project tools and recommend process improvements
Who you are
Have experience onboarding enterprise customers for a B2B SaaS product with moderate or higher product complexity
Bring technical fluency with integrations APIs mobile apps or device based workflows and can explain concepts to non technical stakeholders
Are organized and able to manage multiple onboarding projects at once without dropping details or missing handoffs
Communicate clearly and confidently in writing and on calls and are comfortable leading structured customer conversations
Pay close attention to detail document your work and care deeply about setting customers up for long term success
Willing to travel up to 50% of the time based on customer deployment needs
Bonus
Exposure to customer success metrics such as time to value adoption milestones and churn risk
Experience improving or scaling onboarding processes not just executing them
Industry experience with frontline retail aviation or hard hats customers
This role is not
Deep engineering or coding work beyond what is needed for configuration and troubleshooting
A sales or quota carrying position focused on closing new business
A people management role or a back office role with limited customer interaction
We hire for potential passion for our mission and a knack for solving difficult problems over checking every qualification box. We have competitive pay equity with significant upside and intentionally design our benefits to encourage healthy and well-balanced employees flexible schedules and time off. We even offer a sabbatical after every five years of service so youre able to pursue and enjoy what matters most to you. And of course we wouldnt be a technology company in Austin without a ping-pong table and free snacks in our break room. Join us!
Zello provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.
All Zello personnel are required to comply with defined security privacy and compliance requirements applicable to their role along with requirements that are applicable to all Zello personnel.
Required Experience:
IC
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
Stay connected with your team using Zello - the leading push-to-talk app for frontline communication. Download Zello for work and get PTT walkie-talkie and radio features. Visit us now.
