Onboarding Specialist, Customer Success at Everwise
San Francisco, CA, US
About Everwise. Everwise, a Sequoia-backed SaaS company, has developed a completely new model for talent development. Our mission is to help the world’s professionals reach their full potential by connecting them to the people and resources they need to thrive at each stage of their career

We have traction. Everwise is tackling the $150B career development industry and has more than 250 enterprise customers such as Salesforce, Microsoft, HP, Lyft, Twitter, Oracle, Visa, and Virgin Unite.

We have experience. Our diverse leadership team includes serial entrepreneurs with the experience needed to build lasting companies from the ground up.

ROLE DESCRIPTION

Role Summary

The Onboarding Specialist is responsible for program activation for new and existing Everwise customers. As part of the Customer Success team, this role is charged with driving successful onboarding practices that lead to future revenue streams in the form of expansions and upsells. The ideal candidate will work directly with clients and with cross-functional teams internally to ensure that all clients and their participants receive a rewarding experience on the Everwise platform.

Role and Responsibilities

Onboard new and existing customers in their launch programs
Ensure customers achieve adoption and success targets for their participants
Provide regular progress updates to customers, and escalate at-risk participants
Review c-SAT surveys and NPS data to track progress and health scores.
Collaborate with sales team to pull and analyze participant data for customer reviews
Proactively identify churn risk and collaborate with internal teams to remediate and ensure a successful renewal
Channel customer feedback to the product and delivery teams to drive continuous improvement across all areas of the Everwise learning experiences platform and programs

Required Skills and Experience:

Client-first philosophy & customer service focus
Excellent verbal and written communication skills
Ability to identify and recommend process improvements to management
Demonstrated ability to multi-task and successfully deliver on client projects
Ability to operate effectively to tight deadlines and to prioritize own work.
Strong interpersonal skills, able to quickly build internal and external relationships
Demonstrated problem-solving skills
Ability to identify trends in data and communicate those effectively

COMPENSATION

The Onboarding Specialist role offers a competitive compensation plan. We also offer a full benefits package including medical, dental, vision, 401K match, unlimited vacation (PTO), employee stock option plan, mentorship, and transit benefits.

We look forward to hearing from you!!

Heidi Burns

Community Manager

Heidi joined WIN in February 2016 as Head of Community. Prior to WIN, Heidi founded Project Happy Hearts and has held positions at DocuSign, Eventbrite and H.Bloom. She studied business at Cal Poly San Luis Obispo and has her Masters in Social Entrepreneurship from University of Southern California, Marshall School of Business. As a Southern California native she enjoys spending her spare time at the beach and rooting for the Lakers.

Patrick Blute

Community Manager

Patrick Blute is from Cape Cod, Massachusetts. Before studying Sustainable Development at Columbia University, Patrick was a travel show host touring in over 54 countries. He has worked with companies such as Switch Communications, BackOffice Associates, National Geographic, and as a theatre producer in New York. He is an active alumni of the Coca-Cola Scholars Foundation and passionate about content creation, event management, and public speaking. Patrick is extremely excited to work in the intersection of technology and culture.

Jonathan Pines

Director

jp Before joining WIN, Jonathan co-founded GiftRocket (Y Combinator W11) and was a Software Engineer at Facebook. He is also an active angel investor. Jonathan studied math at Stanford and CS at Harvard. He enjoys thinking about interesting ideas and helping founders make them happen.

Kevin Webb

Director

kw Having grown up and been educated in Silicon Valley, Kevin has had little choice but to become completely dependent on the Internet. He studied Human Biology at Stanford, and has worked at companies such as Dash Navigation (acquired by RIM) and FunnyOrDie, as well as the Santa Clara County Public Health Department and the American Museum of Natural History in New York. Kevin’s background lies primarily in writing, web design, and social marketing, and when he’s not working on WIN, he’s generally spending time with friends or writing field shows for the Stanford Band.

Jeremy Schneider

Director

jJeremy Schneider joined WIN as a Senior Associate in January, 2011. Prior to WIN, Jeremy was a Senior Associate Consultant at Bain & Company in San Francisco, where he focused on technology companies and worked in the Private Equity Group. He graduated Summa Cum Laude, Phi Beta Kappa from Dartmouth College, where he majored in History. He has a Master’s degree in Economic and Social History from The University of Oxford, where he was a Clarendon Scholar. Jeremy grew up in the Bay Area and is thrilled to have the opportunity to work closely with entrepreneurs and to immerse himself in the world of start-ups.

Michael Neril

Co-Founder and Affiliate

Michael has worked with technology startups for 15 years as an advisor, investor, co-founder or operator.   Michael is a co-foundmner of Webb Investment Network (“WIN”), which he launched in 2010. As Managing Director, Michael led all investment activities for the firm, focused largely on enterprise cloud applications, marketplaces, and mobile marketing platforms, investing in over 50 companies across these sectors. Prior to WIN, Michael worked at LiveOps, a cloud-based contact center and labor marketplace, where he ran business development for its next-generation virtual work marketplace.  While there, he also incubated and ran the fastest growing product line within the Company. Michael joined LiveOps after it acquired the second of two technology startups which he co-founded called Ooreka, a virtual work marketplace.  Michael started his career as an investment banker in ING Barings’ Technology Group where he primarily advised venture-backed startups on M&A and corporate finance activities. Michael is also a mentor at several startup accelerators. Michael earned a BA in International Relations from Tufts University.  

Maynard Webb

Founder

mw Maynard Webb is a 30-year veteran of the technology industry. An active leader in the technology and business community, Maynard serves as a board member, investor, philanthropist and mentor to young entrepreneurs. As the founder of the Webb Investment Network (WIN), a seed investment firm dedicated to nurturing entrepreneurs, Maynard brings his experience developing and leading high-growth companies. WIN provides its portfolio companies with mentorship and on-demand access to an affiliate network of over 80 industry experts.

Irene Webb

CFO

“iw” Irene has been involved in the tech world since 1982. After graduating Rutgers with a degree in statistics, and forecasting sales for Breck and Pine Sol products at American Cyanamid, she went on to earn her MBA from East Carolina University. Eager to begin her tech career outside of her home state of New Jersey, she took a programming job (and later finance roles) with IBM in Boca Raton, Florida where she first met Maynard. Irene later worked at Thomas Conrad and then Quantum Corp before taking leave to focus on her family. She came out of retirement in 2010 to manage WIN's finances. When not managing WIN's budget, Irene enjoys traveling and playing golf.

Katie So’Oto

Executive Assistant

“ks” Katie comes to WIN with years of administrative experience from her prior roles at Tellme, (a Microsoft subsidiary), Russell Reynolds Associates and most recently Sofinnova Ventures. She brings a wonderful, positive attitude and service oriented approach to her role. Katie is a bay area native and lives in Redwood City with her husband and four boys.

Dena Porter

Business Operations Manager

WINteamHeadshotsDPDena brings more than a decade of ‘behind-the-scenes’ productivity and organizational knowledge to the fast-flowing stream of information and infrastructure at WIN. She has held positions in Silicon Valley start-ups fusionOne and Baynote and has teamed with Maynard for years at eBay, LiveOps and now WIN. Dena is fascinated by all things technology keeping her in tune with WIN’s existing and prospective portfolio companies.