Onboarding & Customer Success Representative (US timezone)
Do you thrive on empowering customers to succeed and building meaningful relationships across diverse industries?
Does the idea of being a trusted advisor and technical expert? Are you a natural teacher and problem solver who finds joy in guiding customers to master new tools and accomplish their first projects?
If the idea of leading customer onboarding during US hours and championing their ongoing success resonates with you? You might be the Onboarding and Customer Success person we’re looking for to expand our global team!
Who are we?
Pointerpro is an ambitious software company that was included 3 times in the Deloitte Fast 50, an annual selection of the 50 fastest growing Belgian technology companies.
We develop and commercialize a unique tool to create engaging online assessments and personalized reports.
Our goal is to accelerate the digitization of consultancy companies worldwide with these automatic, tailor-made advisory reports.
With customers like AstraZeneca, CapGemini, BNP Paribas, KBC, New York Life, Deloitte, and many more, our customer base is already spread over 56 different countries. But this only means there are 140 countries left worldwide to touch base, and we’re going for it!
What will you do?
We’re seeking a dynamic Onboarding and Customer Success Representative based in the US Eastern Time Zone to join our global team. This role blends onboarding expertise with Customer Success, providing dedicated support to our US customers during their business hours.
Based in US Eastern Time Zone (ET)
Work hours: 9 AM to 5 PM ET
Remote position with global team collaboration:
- Full overlap with US-based Support colleagues
- 2-hour daily overlap with our Belgian team (9-11 AM ET / 3-5 PM CET)
- Primary coverage for US East Coast customers (full business hours)
- Strong coverage for US West Coast customers (morning through early afternoon PT)
The perfect balance of collaborative work with US team members and connection with European headquarters:
Customer Onboarding (50%):
- Lead structured onboarding sessions
- Be the first point of contact for new users navigating the platform
- Conduct engaging training sessions via video calls
- Track customer progress and prioritize timelines
- Identify and communicate potential upsell opportunities
- Ensure smooth handover upon onboarding completion
Customer Success (50%):
- Proactively ensure customer satisfaction by understanding their needs and goals
- Monitor customer health metrics to identify risks and opportunities for engagement
- Build and nurture customer relationships to promote retention and loyalty
- Act as the voice of the customer by gathering feedback and advocating for product improvements
What do you bring to the table?
- Strong customer service experience in any field
- Clear communication skills in English (written and verbal)
- Basic technical knowledge and willingness to learn new software
- A proactive problem-solver with a positive, customer-first mindset and the ability to work independently and as a team player
- Experience in teaching/virtual training or explaining concepts to others
- A friendly person with good organizational skills
- Experience in SaaS or software industry/with assessment or survey tools (bonus)
- Previous remote work experience (bonus)
- You’re a natural teacher with patience, empathy, and enthusiasm for continuous learning
- Based in US Eastern Time Zone and happy to communicate with customers via video connections
What’s in it for you?
- Competitive salary package.
- Flexibility to work from home
- Opportunity to contribute to a growing technology scale-up
- A broad set of responsibilities and the chance to work closely with management and other teams
- Variety in your role, keeping things dynamic and exciting
- Regular, fun team activities, including in-person events during visits to Belgium
- The chance to make a significant impact on the company’s success
- A culture of trust and flexibility, where work-life balance is prioritized
- A warm, welcoming team in an international environment
Interested?
People are the foundation of our success and our biggest asset. Are you the next one joining our amazing team?
Open your e-mail and send your application to Hanne Philips (hanne.philips@pointerpro.com)
