Onboarding Associate

About Turvo

Turvo provides the world’s leading collaboration application designed specifically for the supply chain. Turvo connects people and organizations allowing shippers, logistics providers, and carriers to unite their supply chains, deliver outstanding customer experiences, collaborate in real-time, and accelerate growth. The technology unifies all systems, internal and external, providing one end-to-end solution to execute all operations and analytics while eliminating redundant manual tasks and automating business processes. Turvo customers include some of the world’s largest, Fortune 500 logistics service providers, shippers and freight brokers. Turvo is based in the San Francisco Bay Area with offices in Dallas, Texas, and Hyderabad, India. (www.turvo.com)

About the Role

The Customer Onboarding Associate is an energetic customer facing person who will engage, retain and drive our customers’ understanding of existing and new product offerings. This person will work with the broader Customer Success organization, as well as other departments within Turvo to assist in the pre and post-sales lifecycle for Turvo’s portfolio of customers. Throughout this process serving as a trusted advisor for each customer leveraging the Turvo platform. The ideal candidate will be as passionate about our industry and solutions as they are about providing an exceptional experience for every customer. As the voice of the Customer at Turvo, we expect the Onboarding Associate to be active listeners but also strategic thinkers who understand that wearing both the company and the customer hats equates to success for both.

This is a remote position based in the US. The successful candidate will work from home.

Areas of Focus::
• Implementation Support — customer onboarding, post-sales support and training

• Relationship Management — collaborate on the entire customer lifecycle

• Product Enablement — customer evangelist for product enhancements and utilization

Responsibilities::
• Work with our new customers to onboard them onto the Turvo platform.

• Effectively network within accounts from executives down to technical developers in order to achieve successful execution of customer's objectives.

• Interface with internal Turvo teams to complete configuration and validation tasks as well as coordinate transition to production support team.

• Ensure a comprehensive understanding across Turvo of typical business challenges faced by customers and common objectives to appropriately map Turvo’s features and associated business benefits to address their needs.

• Identify risks to the customer achieving their stated business goals and work with internal teams to build a risk mitigation plan.

• Deliver successful customers through the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition.

• Provide support and troubleshooting to aid external customers and Turvo internal customers when issues arise and require resolution or guidance.

• Measure project performance to identify areas for improvement

Qualifications::
• 3-5 years experience and a proven track record of driving training, support and customer success and aligning in complex customer environments

• 2-4 years experience working in logistics and supply chain industry; specifically with a broker is a plus.

• 1-2 years experience working within the project management life-cycle and experience working with cross-functional/diverse teams.

• Bachelor’s degree in business, supply chain management, or project management is preferred

• Ability to understand customer requirements, identify upselling opportunities and cross-sell opportunities to deepen penetration of Turvo solution within customer environment

• Excited about immersing yourself in a customer’s business and connecting the dots between one-off initiatives and a broader strategic vision

• Eager to contribute beyond your role to strategic initiatives to improve the customer experience with Turvo

• Fanatical about customer success and tenacious at driving long-term customer value

• Passionate about technology, a natural, credible evangelist and experienced in translating that passion into business impact for customers

• Previous experience in Business/Tech Consulting a plus

• Familiarity with Salesforce, Jira, Zendesk

• Willingness to travel on-site with customers, as needed

We are an Equal Opportunity Employer and strive to make hiring decisions that reflect our commitment to diversity and inclusion.

Compensation range: $65,000 to $95,000 base salary; plus discretionary bonus.

Candidates based in Dallas or Austin, TX are preferred.