Job description
 
                         G'day!
We are 🚀, a global tech-enabled services company headquartered in Palo Alto, California.
Our purpose is to be the single most reliable partner in the acceleration of your growth.
At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer.
Twenty years on and counting, we’ve got your back. 
Why is ServiceRocket the place for you 🧡
- A 20+ year tech services expert of many solutions and partnerships with industry giants.
- Our diverse world of Rocketeers lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor.
- Our culture rocks! You’ll join a fun-loving and inclusive work environment that supports your professional growth and personal well-being. 
- We're recognized for our innovation, impact, and outstanding customer support, even earning the  2024–2025 for Co-Selling Excellence award.
Visit our  to learn more and become a part of our Rocketeer Nation.
We are seeking a highly skilled and motivated individual to join us to execute our customer onboarding initiatives.
This key role focuses on guiding customers and providing a smooth and seamless onboarding process.
The ideal candidate will play a pivotal role in enhancing customer experiences, ensuring timely
provisioning, effective implementation , and maintaining high levels of customer satisfaction during internal transitions from team to team.
What you’ll be doing 💪
Customer Implementation and Onboarding: 
- Partner with Support, Operations, Sales and Customer Success teams to establish and refine operations related to provisioning our customers 
- Guide customers through the initial customer journey points and deliver customer centric solutions to improve overall customer experience 
- Iterate and improve on strategies and automations that streamline current workflows and tooling 
- Contribute to team knowledgebase when finding solutions to common situations 
- Carry out day-to-day strategies for new customer onboarding, targeting rapid execution with minimal friction 
- Ensure smooth transitions between Sales, Implementation, Support and CS Teams and foundational success for ongoing customer relationships 
- Provide personalized customer implementation with efficient, automated workflows
- Exercise clear communication and collaboration strategies to ensure smooth customer transitions and scalability
Customer Experience and Relationship Management: 
- Build and maintain strong relationships with customers throughout their onboarding and migration journey before transitioning to Customer Success Management
- Champion a customer-first approach that balances personalized support with scalable processes.
Success Metrics: 
- Maintain target metrics related to provisioning, new customer onboarding efficiency, customer satisfaction, revenue impact, process optimization, scalability, team performance, and strategic alignment. 
What you’ll bring to the table 🧑💻 
- Experience working with external customers; Internal sales, support and success teams 
- Strong cross functional collaboration and customer relationship management 
- Familiar with SaaS platforms and cloud-based technologies
- Excellent problem-solving, and communication skills
- Desire to learn about cutting edge technologies
- Ability to communicate in mandarin is a must to effectively engage with Mandarin speaking stakeholders
Your expertise 🌟
- You are a natural leader
- You are excited to work in a start-up environment; you get in the weeds as part of the team
- You are smart, innovative, and fun.
You bring a sense of humour and humility to work every day
- You maintain a customer-centric mindset
- You love finding solutions to challenging problems
- You are not afraid of conflict and difficult conversations and value transparent communication
 
                    
                    Required Skill Profession
 
                     
                    
                    Computer Occupations