Onboarding Specialist

At Groundbreaker, we’re making real estate investment more transparent, accessible, and efficient across the entire real estate investment industry – one of the oldest, largest, and most inaccessible investment industries. We believe in empowering every real estate investment professional – not just big institutions – to efficiently raise and allocate capital to create an impact in our communities.

We value transparency, attention to detail, and a laser focus on achieving individual and company goals. We hire people who are driven, entrepreneurial, and passionate team players. We are working to grow 10x this year and need you to help us achieve this mission.

About you

We’re looking for a talented Onboarding Specialist looking to join Groundbreaker’s team to ensure customer satisfaction, growth, and retention.  You’ll do this by helping our customers achieve their desired outcomes through adoption and usage of our software. . 

In this role, you will  become an expert in the Groundbreaker software product and services. You will be responsible for managing onboarding, establishing shared responsibilities with customers, and striving to  achieve our success criteria. In addition, you

  • Show strong empathy for customers and a passion for providing exemplary customer experience and building lasting relationships. 
  • Possess exceptional project management skills with great attention to detail and the ability to work on multiple projects at a time
  • Are interested in new technologies
  • Demonstrate diplomacy and grace under pressure

Key Responsibilities

  • Train and educate customers on how to effectively use the Groundbreaker platform
  • Ensure customers are onboarded successfully and are on track to achieve their desired outcome
  • Manage onboarding direction, shared responsibilities with the customer, and success criteria. Proactively identify and manage risk areas
  • Identify opportunities for process improvement and documentation in the onboarding workflow and other internal processes
  • Participate in software testing and bug reporting
  • Produce and deliver web-based support trainings with customers
  • Train and educate customers on how to effectively use the Groundbreaker platform
  • Collaborate with product and engineering on how to improve our product and make it more valuable for our customers
  • Provide chat, email, and video conference support to help customers achieve their desired outcome
  • Test and document bugs and issues in our software following a clear, descriptive, and consistent practice

Your 90-Day Onboarding Plan Preview

Pre-onboarding + days 1-30

Study Groundbreaker Company materials, including our buyer profiles, personas, buyer journey, sales process, discovery questions, positioning statements, objection handling, customer success tech stack, workflows, and real estate industry content. Learn the Groundbreaker Product through recorded demos, mock onboarding presentations, and in-app product tours.

Get experience by shadowing onboardings calls with our onboarding team and tag-teaming onboarding calls—graduate to handling end to end onboarding for a new customer on your own by the end of month one. 

Days 30-60

Learn about our business and product operations through weekly cross-functional team meetings. Begin taking onboarding calls alone. Continue shadowing onboarding calls with our onboarding team and deepen your knowledge of our product, competitors, industry, and ideal customer profile. 

Days 60-90 

Prepare to run onboarding unassisted by the end of the month. You will be spending 70% of your day to day focusing on onboarding, with the remainder focusing on customers, documenting bugs, and collaborating with our customer success team to help drive adoption of the Groundbreaker product. 

Qualifications

  • 1+ years of experience in a client-facing role, such as customer success, hospitality, or technical software support
  • Strong written and verbal communication skills, including the ability to present to senior executives and adapt your communication style to the audience
  • Ability to work remotely

What you’ll get

  • A supportive, collaborative, and creative environment where you can thrive personally and professionally
  • A flexible, family-friendly schedule to help you achieve work/life balance
  • Generous vacation and paid leave policy
  • Competitive Salary
  • Introduction to and education on real estate investment
  • Full-time work-from-home position

Apply by sending your resume and a cover letter about what’s driving your desire to be a Customer Success Manager to [email protected]. Be sure to mention Onboarding Specialist in the subject line.

Groundbreaker is a small team that values diversity. We pride ourselves on our fair (and fun!) interview process — which intentionally tries to remove conscious and unconscious bias from our hiring decisions.

We are committed to providing equal opportunities and will never discriminate on the basis of race, religion, color, ethnic or national origin, gender (biological, perceived, identified or expressed), sexual orientation, age, marital status, veteran status, pregnancy, or disability.

No recruiters, please!