Implementation Onboarding Specialist, Fellow
More information about location
Productivity software for meetings
Be an early applicant
Productivity software for meetings
21-100 employees
Be an early applicant
More information about location
21-100 employees
Company mission
Fellow's mission is to make meetings delightful.
Role
Who you are
- Are a highly motivated individual who is passionate about delivering exceptional service
- Are technically proficient and a quick learner with program management skills up your sleeve
- Can adapt to different client personalities while establishing trust and a productive working relationship
- A proven track record of successful onboarding of new clients to a software solution is a must
- Previous experience in a tech company that was a fast-paced, changing, dynamic, client-facing work environment. Experience in a SaaS company is a strong asset
- Experience working with a CRM (like Salesforce, Hubspot)
- Experience working with clients at all levels and roles up to CEOs
- Ability to work independently and in a team, in cross-departmental projects, and develop opportunities that further help clients maximize their use of Fellow
- Exceptional written and verbal skills in English
What the job involves
- The Implementation Specialist's main focus is to ensure a successful and smooth transition of clients from the sales process into adoption and creating long-term product champions
- This role will also be responsible for creating product-focused resources and finding new opportunities for customers to extend their use of Fellow within their organization
- Train clients to properly use the platform and ensure they are maximizing the value of the platform through education, best practices, and creative set-up
- Educate users on how existing and new product features work, and how the platform can contribute to their business objectives
- Deliver exceptional service, troubleshoot issues that arise, and ensure every client is satisfied with the handling of questions/issues during their onboarding experience
- Identify education and training gaps through regular and ongoing interaction with potential, new, and existing clients, as well as internal teams
- Manage client onboarding, training, and support tasks for new clients via Zoom, Email, Slack, and project tracking systems
- Create documentation and video tutorials to educate users about features and settings
- Collaborate in cross-functional teams to improve the overall client experience by providing product feedback, recommendations, and escalations to other departments
- Report bugs and feature requests to the engineering team
- Manage onboarding projects and processes, including scheduling and completing tasks on established milestones
Our take
The quality and quantity of meetings has long been a problem in many workplaces, and the shift to remote/hybrid work over recent years has pushed it to boiling point. It’s no surprise then that meeting-optimization software company Fellow has found plenty of success in the space.
Fellow is a comprehensive meeting productivity app that allows users to construct agendas, record notes, assign items and more all through a single platform. The company has enjoyed strong growth since its launch, but faces a host of contenders similarly looking to dominate this burgeoning market.
Whilst Fellow’s offering seems more comprehensive and customizable than competitors like GoogleDocs and Hugo, the comparison becomes tighter against Adam.ai and Docket. That said, the company has attracted big-name clients like Motorola, Shopify, and Uber, which should help it compete as the market evolves.
Steph
Company Specialist at Welcome to the Jungle
Insights
-5% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Oct 2021
$24m
SERIES A
Jun 2019
$6.5m
SEED
Total funding: $37m
Company benefits
- Stock options
- 3 weeks of vacation plus a paid company break at the end of the calendar year, and paid sick leave
- Health and dental coverage (includes prescription drugs and life insurance)
- 12 weeks of paid parental leave at 80% of your salary available to any parent when a child comes into their family
- Ownership, impact, and innovation
- Flex time - we have core office hours Monday to Friday but no one is watching the clock and making sure you are always at your desk
Company HQ
Cummings, Ottawa, ON
Leadership
Aydin Mirzaee
(CEO)Previously co-founded client feedback company Fluidware, which was ultimately acquired by SurveyMonkey. Went on to work as Director of Product Management and then General Manager at SurveyMonkey.
Amin Mirzaee
(CPO)Another co-founder of Fluidware, who went on to work as Senior Director of Engineering at SurveyMonkey when it bought out Fluidware.
A technical co-founder of Fluidware, who when the company was acquired by SurveyMonkey went on to work there as a Senior Engineering Manager.
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