Travel Consultant in the B2B area at Decolar addressing cancellations, changes, and refund processes. Focused on client support across various channels while ensuring positive experiences.
About the role
- Onboarding Consultant ensuring customer success by providing tailored onboarding strategies. Building relationships with clients to drive product adoption on a digital marketing platform.
Responsibilities
- Own the first 30-60 days of the post-sale journey, ensuring new and recently upgraded customers are set up for success.
- Develop and execute tailored onboarding and implementation plans aligned with each customer’s business goals.
- Identify customer priorities quickly and map them to Semrush product capabilities.
- Drive adoption of key features to expedite value realization and deliver measurable early wins
- Build strong relationships with key stakeholders quickly during onboarding to accelerate trust and time-to-value.
- Act as a trusted advisor during onboarding by providing strategic recommendations and best practices.
- Be customer-obsessed and scrappy, adapting onboarding strategies to meet unique customer needs and timelines.
- Act as the voice of the customer within Semrush, advocating for improvements and enhancements based on customer needs and feedback.
- Stay informed about customer strategic objectives, relevant industry conditions, and competitive intelligence to identify opportunities and risks.
- Spot opportunities for deeper alignment between the customer and Semrush.
- Work closely with Sales and Customer Success Managers to provide a seamless transition from sale to ongoing success.
- Ensure smooth handoff by delivering clear documentation of customer goals, progress, and adoption milestones.
- Monitor onboarding KPIs, usage, and customer feedback.
- Share actionable insights with both customers and internal teams.
- Surface patterns and challenges to continuously improve the onboarding program.
Requirements
- 4–6+ years of experience in Customer Onboarding, Customer Success, Account Management, Solutions Engineering, or a related role.
- Experience with enterprise customers in MarTech or SaaS is strongly preferred
- Proven ability to quickly build trust and credibility with stakeholders at all levels, from hands-on practitioners to senior executives
- Skilled at uncovering customer needs and designing tailored onboarding strategies that drive early adoption and measurable business value
- Strong verbal and written communication skills, with the ability to translate complex product capabilities into clear, actionable outcomes for both technical and non-technical audiences
- Adept at using customer data and insights to guide decisions, measure success, and identify opportunities for growth
- Demonstrated ability to manage multiple onboarding projects simultaneously, ensuring timely delivery and consistent customer outcomes
- Comfortable navigating ambiguity, working in a fast-paced global environment, and thriving through change
- You share our values: Trust (we speak up and bring our authentic selves), Sense of Ownership (we commit to work we believe in), and Constant Change (we continuously seek ways to make things better)
Benefits
- Unlimited PTO
- Low cost medical, dental, and vision plans
- Life insurance
- Accidental death and dismemberment (AD&D) insurance
- Dependent Care Savings Accounts and Flexible Spending Accounts
- Health Saving Account
- Short-term and long-term Disability
- Employee Assistance Program
- Employee Resource Groups
- 401(k) plan
- Paid parental leave
- Relief Fund
- Travel coverage
- Corporate events
- Teambuilding
- Snacks, drinks at the office
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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