JOB TITLE: – Select Onboarding Specialist

DEPARTMENT: Sales/Customer Success

Purpose of Role:

The Onboarding Specialist is the principal Support contact for the acquisition sales team and our Select customers within the first three months of their lifecycle.

Equipped with proven sales ability and armed with product knowledge from their previous experiences with FreshBooks, the Customer Success On-boarding specialist possesses an unshakable ability to deliver 4E customer experiences to new high-value clients and to the sales acquisition team. They work to ensure a successful transition for these customers, setting them up for a successful and long-term relationship with FreshBooks.

Armed with the ability to communicate the value of FreshBooks specifically targeted to the needs of the business they’re helping, this individual is dedicated to delivering valuable onboarding experiences to our high-value customers and nurturing them through the first three months of their relationship with FreshBooks.

Reporting Relationship(s):

This role reports into the Manager of Customer Success and has no direct reports.


  • Consistently provides 4E customer onboarding experiences & onboarding sessions to meet the specific needs of potential & new Select customers
  • Partners with the Acquisition Sales team providing knowledge and insights to help convert potential Select customers
  • Partners with internal teams to proactively solve problems for Select customers during the first three months of their lifecycle
  • Collaborate with AE and Billing Specialists to ensure account changes for new Select customers are completed in a timely manner
  • Assists our partner MMC convert with the migration of our Select customers data from their former accounting tools onto FreshBooks
  • Handles frontline inquiries for Select customers within the first three months of their lifecycle with empathy & efficiency
  • Routinely liaises with the Acquisition Sales team to maintain a functional understanding of initiatives around the the program
  • Nurture client retention by proactively engaging with clients to gain insights, educate them about new and improved features, analyze issues, and foster upselling
  • Coordinate and schedule training sessions for potential Select customers
  • Discovers opportunities for account upgrades and add-ons
  • Actively manage customer relationships to increase adoption, ensure retention, and increase satisfaction
  • Coach new customers through their implementation & setup process (including conversion from another service and integrations with other software)
  • Ensures that Select customer has a smooth transition to working with Select Support

Desired Outcomes:

  • Reliably embodies the values of PORCHFEST and departmental Values
  • Customers experience industry-best onboarding, improving the overall lifecycle of our Select customers
  • Sales is able to focus their time on finding and contacting new leads with the help of the onboarding specialist’s knowledge and insights
  • Master of product knowledge with ongoing learning as FreshBooks grows their products

What you’ll need:

  • Passionate about customer service and how it can transform businesses
  • Strong customer advocate and passion for helping them succeed
  • Ability to anticipate and understand varying customer needs
  • Empathy
  • Ownership
  • Address problems head-on
  • Teacher
  • Strong technical aptitude paired with a learning mindset
  • Proven ability to manage a portfolio of accounts
  • Keen prioritization and multitasking ability
  • Exceptional interpersonal skills (ability to talk technical details and maximize the value of our product to the business)
  • Ability to adapt existing processes for specific customer needs
  • Critical thinking and proven ability to solve complex problems
  • Excellent writing skills
  • Organized/attention to detail
  • Customer-first mentality; ability to empathize and build customer relationships
  • Positive, fun and flexible outlook
  • Bonus for proficiency in:
    • Salesforce and TaskRay