MaxSold Looking for Customer Success Onboarding Specialist at Remote Full Time

MaxSold, the leading estate sales marketplace, empowers buyers and sellers to extend the life of things for new generations to love.❤️ With presence in Canada and the US, MaxSold serviced 1,157 communities and 116,630 clients in 2020. By 2031, MaxSold aspires to be the global market leader for downsizing, estate sales and clearing excess items. MaxSold is known for its dedication to its core values: Commitment to Customers, Accountability for Results, and Resourcefulness in Achieving our Mission.

Who we are looking for:
As a Customer Success Onboarding Specialist, you will be driving adoption of the MaxSold auction process for our professional partners through our education program. You will design and maintain content to onboard, engage and retain our new and existing customers that’s delivered in a programmatic fashion via in-person and on-demand channels.

The first experience our professional partners have with MaxSold sets the tone for the relationship. If the experience is confusing, overwhelming, or otherwise puts up barriers to achieving success from their perspective we are in trouble. Whether the Time to First Value is too long, the experience is painful, or expectations are simply mismanaged, those “seeds of churn” can be traced back to onboarding.

The goal is to move first-time sellers beyond their first sale and increase adoption. This is a client-facing and reporting position that is critical to the customer experience and drives our personalized approach to client support.

Note: This position is a remote (work from home) position and therefore you must meet the minimum IT requirements of High speed internet, minimum speed of 10-15Mbps download and 4-6Mbps upload. If you are unable to meet these requirements, unfortunately, you will not be considered for this role.

Key Responsibilities:
Assist in creating content for our learning management system (LMS) for all sellers and professional partners and maintaining the system to keep it up to date

Assist in creating and maintaining walk-through guides on MaxSold platform as needed

Reach out to the clients who are stuck or showing low completion rates in the LMS

Contribute to our onboarding strategy to improve the client experience

Provide one-to-one training as and when required based on clients’ needs

Work with the customer success managers to ensure the onboarding process is successfully completed (during the first three months or the first three sales whichever is the shortest).

Understand how to best leverage the MaxSold process and tools to provide the best advice

Ensure newly onboarded clients have the current and latest MaxSold education tools

Responsible for data quality in CRM – ensuring the Onboarding hand-off is clean and documenting their pain points with the customer success managers.

Troubleshoot technical queries to identify the type of query raised and provide first time resolution to basic questions and training needs.

Skills and Experience:
At least 1 year of customer education and onboarding experience

At least 2-3 years in customer service and/or technical support experience

Excellent English communication skills including both written and verbal

The ideal candidate will have some soft sales skills, including the ability to handle objections and make recommendations based on client needs

Must have excellent listening skills and be able to communicate with clients and users of varying technical ability

The ability to work in a fast-paced environment

Able to adapt to change

Can take responsibility of own product knowledge

Experience with industry-standard software tools such as CRM and LMS

MaxSold is committed to a diverse and inclusive workplace. MaxSold is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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