Customer Onboarding Specialist

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About the Company

User Testing enables every organization to deliver the best customer experience powered by human insight. With User Testing’s on-demand Human Insight Platform, companies across industries make accurate customer-first decisions at every level, at the speed business demands. With User Testing, product teams, marketers, digital and customer experience executives confidently and quickly create the right experiences for all target audiences, increasing brand loyalty and revenue. User Testing has over 1,200 subscription customers, including 48 of the top 100 brands in the world, and has delivered human insights to over 35,000 companies to-date. Founded in 2007 and backed by Accel and OpenView, User Testing is headquartered in San Francisco with offices in Atlanta and Edinburgh. To learn more, visit www.usertesting.com.

Summary

We are looking for a Customer Onboarding Specialist to join our Customer Education & Onboarding Team to create a lasting first impression on our newest customers. In this role, you’ll drive close relationships with customers at the beginning of their UserTesting engagements to ensure initial platform adoption - and ultimately, renewal.  

You’ll master User Experience/Customer Experience/User Research concepts to position UserTesting as an industry thought leader and educational hub for customers of all levels. As a subject matter expert, you’ll teach customers the ins and outs of the UserTesting platform, UX industry best practices, and set them up for success throughout the remainder of the relationship with the Account Team. 

The Customer Education & Onboarding team is a part of the Customer Success Team. You’ll partner cross-functionally with the entire Customer Success, Product & Engineering, and Marketing Teams to deliver a world-class Onboarding experience with a customer-first approach.

User Testing has a positive, fun, and supportive culture. We look for people who are kind, customer focused, and team players. We celebrate diversity, creativity and above all, collaboration. If this sounds like a good fit for you, we hope you apply. 

What you’ll be doing

  • Train customers in UserTesting use cases and platform features and provide guidance appropriate to their level of research experience and sophistication.
  • Learn the goals and objectives of new customers and translate those needs into a tailored implementation and onboarding process.
  • Apply best-practice User Experience/Customer Experience/User Research and training methodologies.
  • Partner with Product and Marketing teams around roll-out of new UserTesting products and services that require training.
  • Plan and execute a seamless transition between onboarding and upfront road mapping and the ongoing efforts of the Customer Success and Professional Services teams.

What you should have

  • Bachelor’s degree or equivalent work experience.
  • Fluent in German and English and French is nice to have
  • At least 2+ years or relevant experience in a customer-facing role at a SaaS company. Previous project management, training, and/or consulting experience a bonus.
  • Demonstrated mastery of user-centered research methods supported by the UserTesting platform.
  • Demonstrated ability to engage people
  • Solid interpersonal skills and attention to detail.
  • Self-directed with excellent time management skills.
  • Ability to travel up to 40% of the time

User Testing is an Equal Opportunity Employer and participant in the U.S. Federal E-Verify program. Women, minorities, individuals with disabilities and protected veterans are encouraged to apply. We welcome people of different backgrounds, experiences, abilities and perspectives. User Testing will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.

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Location

Our company located in San Francisco's neighborhood SOMA. One block away from the San Francisco Giants stadium and surrounded by bars and restaurants.

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