Onboarding Operations, Customer Success, and Project Management Specialist

About Us: Hellometer is a Y Combinator-backed company that leverages cameras and computer vision AI to measure and optimize guest service speed at restaurants. Our mission is to help restaurants deliver exceptional customer experiences and improve operational efficiency through real-time analytics and actionable insights.

Position Overview: We are looking for a versatile and proactive Onboarding Operations, Customer Success, and Project Management Specialist to join our team. In this role, you will be responsible for guiding customers from sign-up through the physical installation of their camera systems and onboarding/training. Additionally, you will handle customer tickets, general account management, and manage projects to ensure timely deliverables to customers.

Key Responsibilities:

• Customer Onboarding:
  • Guide customers through the onboarding process from initial sign-up to the physical installation of their camera systems.
  • Coordinate with internal and vendor teams to ensure timely and accurate installation and setup of equipment.
  • Conduct training sessions to educate customers on using Hellometer’s platform and tools.
• Customer Support:
  • Respond to customer tickets and inquiries promptly, providing effective solutions and troubleshooting assistance.
  • Manage and resolve customer issues, escalating to appropriate teams when necessary.
  • Maintain detailed records of customer interactions and support activities.
• Account Management:
  • Build and maintain strong relationships with customers, understanding their needs and ensuring their satisfaction with our services.
  • Monitor customer accounts to ensure they are receiving the full benefits of Hellometer’s solutions.
  • Proactively identify opportunities for customers to improve their use of our platform and offer recommendations.
• Project Management:
  • Manage projects to ensure timely delivery of features, fixes, and services to customers.
  • Develop and maintain project plans, track progress, and ensure all stakeholders are informed of project status and timelines.
  • Coordinate with internal teams to ensure project milestones are met and deliverables are completed on schedule.
• Collaboration and Communication:
  • Work closely with sales, product, and technical teams to ensure a cohesive and efficient customer experience.
  • Provide feedback to internal teams on customer needs and potential improvements to our products and services.
  • Participate in team meetings and contribute to the continuous improvement of our onboarding, customer success, and project management processes.

Qualifications:

• Bachelor’s degree or equivalent experience.
• Previous experience in customer support, account management, and project management, preferably in a tech or SaaS environment.
• Strong communication skills, both written and verbal.
• Excellent problem-solving abilities and attention to detail.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Technical aptitude and ability to learn new software and tools quickly.
• Customer-focused mindset with a passion for delivering exceptional service.
• Strong organizational skills and experience managing projects with multiple stakeholders.

What We Offer:

• Competitive salary and benefits package.
• Opportunity to work with a dynamic and innovative team at the forefront of technology.
• Professional development and growth opportunities.
• Flexible working environment.

How to Apply: If you are excited about this opportunity and believe you have the skills and experience we are looking for, we would love to hear from you!

Quick phone screen followed by a quick take-home!