Onboarding Specialist

About the role

What Makes Us Stand Out: Granum is the leading software company devoted to serving landscapers and arborists across North America, providing intuitive, industry-specific solutions designed to help them improve and grow their businesses while impressing their customers. Granum brings together three of the most trusted software names in the industry - LMN, SingleOps, and Greenius - into one powerful software ecosystem. More than just a software company, Granum works alongside its clients to implement systems for estimating, scheduling, crew training, invoicing, and payments, blending technology with hands-on onboarding and human support. The company's mission is to help industry professionals unlock their potential and achieve their most important goals, all united by the belief that its clients' success is not just a milestone, but a shared mission. As a team, we're on a mission to reshape an age-old industry, and we're looking for people who thrive on challenging and meaningful work. Our environment is highly collaborative, innovative, and supportive, with a shared commitment to having fun while making an impact. We live by our core values: We Before Me, Bias to Act, The Extra 1%, Accountable to Outcomes, Unconditional Transparency, and Forgiveness . If this resonates with you, we'd love to meet you and explore how you can help us build the future of the green industry! Our culture and growth has been recognized with multiple awards, it's a great time to join! Comparably 2024 #23/100 Best (small/ medium sized companies) Leadership Teams Comparably 2024 #63/75 (small/ medium sized companies) Happiest Employees #9 Atlanta Business Chronicle's 2024 Best Places to Work (Our second year in a row!) #6 of Built In's 2024 Best Places to Work: Top 50 start-ups in Atlanta (Our second year in a row!) Inc Magazine's 2023 Best Places to Work Inc. 5000: #131 of 2024 Southeast Regional America's Fastest Growing Companies . (Our third year in a row!) Inc 5000 America's fastest-growing private companies (Our third year in a row!) Certified Great Place to Work Canada 2024 The reason behind the role As our LMN Onboarding Specialist, you are the first impression. You're the trusted guide who transforms new clients into confident, empowered users. From day one, you play a pivotal role in shaping the client experience-ensuring their first 30 to 90 days are seamless and set a strong foundation for long-term success. This is more than a support role-it's a high-impact opportunity to build relationships, drive meaningful value, and directly influence client satisfaction and retention. Through personalized onboarding, clear communication, and attention to detail, you help our customers unlock the full potential of our platform. As an Onboarding Specialist, you will: Serve as the primary point of contact for new clients throughout their first 30-90 days of onboarding: Build strong initial relationships that set the tone for long-term client success and satisfaction. You'll guide new customers through the onboarding process, creating a positive and confident start to their journey with our platform. Conduct virtual one-on-one training sessions to educate and empower clients on using our platform and services effectively: Deliver personalized, hands-on training that helps clients understand not just how to use the platform, but how to apply it to their specific business needs. These sessions build confidence, drive early product adoption, and lay the foundation for long-term success by showing clients how to achieve real value from day one. Identify client needs, track progress, and proactively address potential roadblocks to ensure long-term success: Take a consultative approach to problem-solving by anticipating challenges and offering solutions before they become issues. Your proactive support helps reduce churn and boosts customer satisfaction and loyalty. Maintain accurate client records and documentation across platforms: Ensure all client interactions and milestones are properly documented for cross-functional visibility. Accurate records support a consistent experience across teams and help drive data-informed decisions. Does this sound like you? If you have the following experience, then this is a great role for you: 3+ Years in a SaaS Environment: Demonstrated experience working within a Software-as-a-Service (SaaS) company, ideally in a customer-facing role. You understand the recurring revenue model, product lifecycle, and the importance of customer retention and satisfaction in a subscription-based business. Exceptional Communication and Interpersonal Skills, with a Client-First Mindset: You're a natural communicator, comfortable leading conversations with new clients and aligning internal teams. You can simplify complex ideas, actively listen, and build trust quickly with diverse customer personas. Strong Organizational and Time Management Skills: You excel at managing multiple onboarding projects

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