Customer Onboarding Specialist
Who We Are
For over 20 years, SPINS has been a leader in recognizing the transformative power of data in retail. We offer our clients cutting-edge tools to attract attention from a fast-growing segment within the Health & Wellness industry, the values-based consumer. Nearly half of shoppers prioritize products that emphasize wellness, social responsibility, and sustainable practices. SPINS retail consumer insights, analytics, and consulting services give our clients a competitive advantage to increase their share of this growing market. Our data is the most comprehensive and accurate in the industry, allowing clients to power AI models and machine learning algorithms that help them better understand and meet their customers' needs. At SPINS, behind all of our impressive data is our real differentiator, our people. We pride ourselves on our collaborative, flexible, and communicative culture that puts people at the center of everything we do.
Customer Onboarding Specialist
Our Customer Support Training & Onboarding team is an important component of our business and represents the ability to assist our clients’ onboarding, training and development needs, and create solutions that enhance and sustain customer capabilities with our platform and services.
A Customer Onboarding Specialist will provide a positive first experience to customers, coordinate interdepartmental communication, and ensure accurate tracking throughout the onboarding process. This position gives the unique opportunity to educate, engage, and empower clients in early interactions with SPINS to help them achieve their strategic goals. This role has a direct impact on the customer’s adoption of SPINS tools and services. This ambitious individual reports directly to the Manager, Customer Onboarding within the Customer Support team.
Job Duties & Responsibilities
- Become an expert in SPINS data, products, and services
- Act as a 'trusted advisor' to your clients; gain a deep understanding of their business, challenges, needs and goals to challenge them to derive maximum value from their investment with SPINS
- Deliver training materials to customers
- Operate as the lead point of contact during onboarding journey for customers (typically first 90 days)
- Lead user training for new accounts and existing customers across multiple platforms
- Maintain high level of customer satisfaction by consistently providing tailored communication in all matters pertinent to the client relationship
- Build and own multiple client relationships during the onboarding journey
- Work effectively across various internal and external teams by demonstrating clear and concise communication skills
- Track the health of clients on an ongoing basis to proactively address their needs
- Identify improvement opportunities in the customer experience to drive an increase in customer value
Requirements:
Education & Experience
- Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive and C-level.
- Prior experience working with syndicated data (preferred SPINS, The Nielsen Co., Circana and/or data in a Consumer-Packaged Goods manufacturing setting).
- Determined to meet deadlines in a fast-paced environment.
- Exceptional written, verbal and presentation abilities, coupled with strategic influencing skills and the ability to drive agreement through intellect, interpersonal and negotiation skills
- Possess moderate MS Office skills (Word, Excel, PowerPoint).
- Proven ability to manage multiple projects at a time while paying strict attention to detail.
The following is strongly preferred:
- Experience in developing and facilitating learning programs in a corporate setting a plus.
- Experience in the natural/specialty industry is a plus.
- Experience working with consumer panel data is a strong plus
Salary Range: $64,000 - $70,000
#LI-AG1 #LI-Hybrid
What SPINS Offers
We have enjoyed tremendous growth over the years and, as a leader in a fast-growing industry, we have no plans to slow down! While all that growth brings excitement, it is also an opportunity for SPINS to show it values the health and wellness of its team members.
- We embrace hybrid work options so that you have the flexibility to create a work/life balance that actually works!
- Each employee is allotted paid time to use to volunteer with an organization of their choice and charitable donations are matched.
- Semi-annual company-wide employee survey that is used to shape company programs, perks, and culture.
The SPINS Way
- Direct – We communicate with clarity, honesty and respect in all situations and embrace opportunities to provide solution-oriented feedback.
- Determined – We are committed to overcoming all obstacles to achieve results. We adapt to change, seek opportunities to learn and rapidly translate that learning into action.
- Passionate – We go above and beyond to help our partners achieve their goals. We challenge assumptions and are comfortable forging new paths.
- Collaborative – We leave our egos at the door, believing that working together we will produce an outcome that’s greater than each individual contribution.
For details about the information SPINS’s collects about our applicants and how we use it, please see the SPINS Privacy Policy here.
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