Onboarding Specialist I

The Onboarding Specialist I at SurveyMonkey ensures Enterprise clients successfully adopt and gain value from the platform. This role involves guiding customers through the onboarding period, promoting platform usage, and ensuring client goals are met. The specialist will manage multiple accounts, troubleshoot issues, and collaborate with technical solutions managers to facilitate integrations and single-sign-on, ultimately driving customer satisfaction and business growth.

Must Have

• Onboard clients to satisfy their processes, rules and other requirements
• Drive accelerated time to value and use of the platform through outreach, monitoring of customer adoption, and feature promotion
• Gather client goals with the product and ensure the client is set up to meet those goals beyond the onboarding journey
• Work with technical solutions managers regarding our requirements for integrations, single-sign-on, and more
• Manage multiple accounts, deadlines, and milestones while ensuring departmental Service level agreements are met
• Track and communicate client issues and troubleshoot and resolve problems
• 2+ years of experience building strong client relationships and effectively managing client expectations
• Comfortable initiating and engaging in conversations with clients over the phone
• Experience in configuring business logic within a web-based platform
• Understand key aspects of the project lifecycle, including defining requirements, reviewing functional specifications, creating and executing test plans, providing user training, and supporting deployment

Perks & Benefits

• Flexible, hybrid environment
• Thoughtfully designed offices
• CHOICE Fund to help employees thrive in work and life
• Global company where people from all backgrounds can make an impact, build meaningful connections, and grow their careers
• Commitment to an inclusive workplace

SurveyMonkey is the world’s most popular platform for surveys and forms, built for business—loved by users. We combine powerful capabilities with intuitive design, effectively serving every use case, from customer experience to employee engagement, market research to payment and registration forms. With built-in research expertise and AI-powered technology, it’s like having a team of expert researchers at your fingertips. Trusted by millions—from startups to Fortune 500 companies—SurveyMonkey helps teams gather insights and information that inspire better decisions, create experiences people love, and drive business growth. Discover how at surveymonkey.com.

What we’re looking for

Our Onboarding team ensures that our customers achieve their desired outcomes and get value from the solution. This is done by ensuring a successful onboarding period, guiding and assisting in the adopting of the platform, and ultimately guiding customers towards getting the most value from using SurveyMonkey. We do this through customer engagements at essential points in the customer journey. As an Onboarding Specialist for SurveyMonkey Enterprise, you will ensure our Enterprise clients are successfully onboarded to our solution. Your skills in communication, critical thinking, problem-solving, and collaborative work make the difference between a satisfied client and one who is shouting from the rooftops.

What you’ll be working on

• Onboard clients to satisfy their processes, rules and other requirements
• Drive accelerated time to value and use of the platform through outreach, monitoring of customer adoption, and feature promotion
• Gather client goals with the product and ensure the client is set up to meet those goals beyond the onboarding journey
• Work with technical solutions managers regarding our requirements for integrations, single-sign-on, and more
• Manage multiple accounts, deadlines, and milestones while ensuring departmental Service level agreements are met
• Track and communicate client issues and troubleshoot and resolve problems

We’d love to hear from people with

• 2+ years of experience building strong client relationships and effectively managing client expectations.
• Are comfortable initiating and engaging in conversations with clients over the phone.
• Possess experience in configuring business logic within a web-based platform.
• Understand key aspects of the project lifecycle, including defining requirements, reviewing functional specifications, creating and executing test plans, providing user training, and supporting deployment.

#LI-remote

Why SurveyMonkey? We’re glad you asked

At SurveyMonkey, curiosity powers everything we do. We’re a global company where people from all backgrounds can make an impact, build meaningful connections, and grow their careers. Our teams work in a flexible, hybrid environment with thoughtfully designed offices and programs like the CHOICE Fund to help employees thrive in work and life.

We’ve been trusted by organizations for over 25 years, and we’re just getting started. Our milestones include celebrating a quarter-century of curiosity with 25 acts of giving, opening new hubs in Costa Rica and India, crossing the threshold of 100 billion questions answered, and earning recognition as one of the Most Inspiring Workplaces across North America and Asia.

We live our company values—like championing inclusion and making it happen—by embedding them into how we hire, collaborate, and grow. They help shape everything from our culture to our business decisions. Come join us and see where your curiosity can take you.

Our commitment to an inclusive workplace

SurveyMonkey is an equal opportunity employer committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.

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