Customer Onboarding Specialist - Remote

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<strong>WHO WE ARE:<br><br></strong>How will transportation and mobility evolve? What will the vehicle of the future look like – and how will those vehicles be repaired? <strong>How can the</strong><strong> next chapter of your career contribute to solving these transportation challenges and more?<br><br></strong>NexaMotion Group (NMG) is on a mission to simplify complex vehicle repair to keep the world moving .<br><br><strong>We are a leading automotive parts distributor</strong> represented across the U.S., Puerto Rico, and Canada, and through patent-winning software and technology, we are revolutionizing our industry.<br><br>What has remained constant throughout our 50-year history of transformation is our <strong>dedication to our customers, our team members, and to the values</strong> on which NMG was founded: Commitment , Humility , Optimism , Integrity , and Respect .<br><br>A career with NMG offers the <strong>opportunity to make an impact within a rapidly growing organization</strong> – the chance to <strong>learn, lead, collaborate, and connect</strong> with other solutions-oriented, forward-thinking professionals. We invest meaningfully in training and development, empowering you to <strong>build your future alongside ours and shape a career unique to your talents, interest, and purpose.<br><br></strong><strong>THE OPPORTUNITY:<br><br></strong>The Customer Onboarding Specialist is responsible for ensuring a smooth, professional, and results-driven onboarding experience for new customers—primarily transmission and general repair shops—adopting our eCommerce platform. This role goes beyond execution, playing a key part in refining onboarding practices and working closely with cross-functional teams to accelerate time-to-value and increase long-term customer adoption. In addition to onboarding, this position includes sales-focused responsibilities such as identifying new business opportunities, up- and cross-selling relevant solutions, and reactivating dormant accounts to expand customer relationships and revenue growth.<br><br><strong>RESPONSIBILITIES:<br><br></strong><ul><li> Own the onboarding process from initial customer login through to first 10 successful orders, ensuring an efficient and positive experience.</li><li> Cold calling and sales to CRM leads.</li><li> Deliver onboarding through a mix of 1:1 sessions, virtual trainings, and structured walkthroughs tailored to customer needs.</li><li> Serve as the primary onboarding contact for strategic and complex accounts, providing personalized, high-touch service.</li><li> Partner with Sales and Customer Success to identify opportunities for upselling, cross-selling, and re-engaging inactive or low-usage accounts.</li><li> Proactively develop new business relationships with customers entering the onboarding pipeline, aligning their needs with NMG’s full range of solutions.</li><li> Identify trends and process gaps through onboarding metrics such as time-to-first-order, adoption rate, and customer satisfaction; propose and implement improvements.</li><li> Collaborate with Product, Marketing, Sales, and Support to enhance onboarding materials (videos, articles, self-serve tools) and provide feedback on platform usability.</li><li> Mentor and support onboarding team members by sharing best practices and assisting with more complex onboarding scenarios.</li><li> Help develop scalable onboarding resources and processes that improve consistency and reduce manual touchpoints.</li><li> Use tools like HubSpot, Fullstory, Pendo, and CRM systems to manage onboarding workflows, sales activity, and reporting.<br><br></li></ul><strong>KEY QUALIFICATIONS:<br><br></strong><ul><li> 4–6 years of experience in customer onboarding, customer success, account management, or sales in a SaaS or product-driven environment.</li><li> Proven sales acumen, including experience with new business development, upselling, cross-selling, and account reactivation.</li><li>Excellent communication, organizational, and customer service skills.</li><li>Demonstrated success in onboarding execution as well as process improvement.</li><li>Experience working cross-functionally with internal teams to improve the customer journey.</li><li>Familiarity with the automotive aftermarket or parts eCommerce is a strong plus.</li><li>Proficiency with CRM tools (e.g., HubSpot), customer analytics platforms (e.g., Pendo, Fullstory), and productivity tools (e.g., Miro, Microsoft Office).</li><li>Experience with high volume calls and relevant KPIs.<br><br></li></ul><strong>SKILLS & ABILITIES:<br><br></strong><ul><li>Strong sales and relationship management skills, with a focus on driving adoption and revenue growth.</li><li>Ability to manage multiple onboarding projects with a high degree of professionalism and attention to detail.</li><li>Skilled in building relationships and influencing outcomes across customer and internal stakeholders.</li><li>Data-driven approach with a focus on continuous improvement and customer success.</li><li>Comfortable mentoring peers and contributing to team development.<br><br></li></ul><strong>WORK ENVIROMENT</strong>:<br><br>The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.<br><br>This role operates in a professional office environment or approved remote setting and routinely uses standard office equipment such as computers, phones, and video conferencing tools.<br><br><strong>PHYSICAL DEMANDS</strong>:<br><br>The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.<br><br>This position primarily involves sedentary work, requiring prolonged periods of sitting at a desk and working on a computer. The role involves frequent use of hands and fingers for typing, navigating systems, and operating standard office equipment. Clear and effective communication—both verbal and written—is essential, as the position requires regular interaction with team members and customers. While the role is not physically demanding, the employee may occasionally be required to lift or move items up to 15 pounds. Reasonable accommodations may be made to support individuals with disabilities in performing the essential functions of the job.<br><br><strong>TRAVEL REQUIREMENTS:<br><br></strong>May be required if needed for projects.

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