Job Description

At Batesville, you will be a part of a dynamic team committed to excellence and innovation. A recognized leader in the death care industry in North America, we are committed to our mission of helping families honor the lives of those they love®. We are currently seeking a Onboarding Specialist to join our team.

Your Role at Batesville:

As a Onboarding Specialist, you will be responsible for ensuring new clients have a smooth and successful experience transitioning to our products or services. This role focuses on guiding customers through the onboarding process, ensuring they understand how to use our solutions effectively and setting the foundation for long-term success.

How You’ll be Rewarded:

• Batesville is a family. You will be part of a family of highly committed associates who are passionate about our company, committed to our customers and excited about our future.
• IMMEDIATE ELIGIBILITY – Comprehensive medical, dental and vision insurance, as well as prescription coverage, short-term disability, Employee Assistance Program (EAP), and more.
• Generous 401K Matching Program
• Paid time off
• Opportunities for development and advancement

What You’ll Do:

• Client Onboarding and Implementation:
  • Guide new clients through the onboarding process, from initial setup to full implementation of our products or services
  • Conduct onboarding sessions via phone, video calls, or in-person meetings to ensure customers are familiar with the platform’s features and functionality
  • Collaborate with internal teams (Sales, Customer Success, Product) to gather the necessary information for a seamless onboarding experience
• Customized Onboarding Plans:
  • Develop tailored onboarding plans based on each customer’s unique needs, goals, and timeline.
  • Ensure clients achieve key milestones during the onboarding process to drive early success and adoption.
  • Provide ongoing support and training during the onboarding period to address questions and challenges
• Training and Support:
  • Deliver product training sessions for end-users, ensuring they understand best practices and can effectively use the platform
  • Create and maintain onboarding resources such as user guides, FAQs, and video tutorials.
  • Serve as the primary point of contact for new clients during the onboarding phase, escalating issues as needed to ensure resolution
• Process Improvement and Feedback:
  • Continuously improve the onboarding process by gathering client feedback and identifying areas for enhancement
  • Collaborate with Product and Customer Success teams to provide feedback on product features, usability, and potential improvements based on customer insights
  • Document onboarding processes and maintain accurate records of client interactions and progress in the CRM system
• Metrics and Reporting:
  • Track and report on key onboarding metrics, such as time-to-value, adoption rates, and customer satisfaction scores
  • Analyze onboarding data to identify trends and recommend strategies for improving customer success and retention
• Other duties as required

What You’ll Bring:

• Bachelor’s degree (B.S./B.A.) or equivalent from a college or university in Business, Communications, Education, or a related field
• Minimum of 2 years related onboarding, customer success, client services, or a related field preferably in SaaS or a technology environment experience and/or training; or equivalent combination of education and experience
• Exceptional communication and interpersonal skills, with the ability to explain complex concepts in a clear and user-friendly manner.
• Strong project management and organizational skills, with the ability to manage multiple clients and priorities simultaneously.
• Proficiency in CRM and onboarding tools (e.g., Salesforce, HubSpot, Gainsight, or similar platforms).
• Experience in SaaS or software implementation preferred.
• Familiarity with learning management systems (LMS) or other training platforms preferred.
• Problem-solving skills with a proactive approach to addressing customer needs preferred.

Physical Requirements:

To perform this job successfully, the physical demands listed are representative of those that must be met by an employee. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands to handle and feel, reach with hands and arms, talk, and hear. The employee may occasionally be required to crouch, or lift items as heavy as 25 lbs. This job may require the employee to see with clarity at both near and far distances.

DISCLAIMER: The above information on this job description has been designed to indicate the general nature and level of work performed by the employee within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of any employee assigned to this job. Nothing in this job description restricts management’s right to assign duties and responsibilities to this job at any time.