The Onboarding Coordinator is a key member of the Customer Onboarding & Adoption team and has responsibility for assisting and supporting our onboarding team with high-volume, transactional interactions. The coordinator is responsible for ensuring maximum adoption and usage of ZoomInfo and our suite of products at scale. The role requires a strong sense of customer service as the Onboarding Coordinator will speak with our customers as a first point of contact post-sale.

Essential Functions & Responsibilities

1. Connect with ZoomInfo customers via phone and email to ensure a quick time to value post-sale and begin the onboarding process.
2. Demonstrate exceptional customer service by serving as a conduit for customer inquiries and acting as the primary contact through interactions via multiple channels including phone, in-person, email, secure messaging, chat, etc.
3. Follow the established ZoomInfo onboarding process to manage a high-activity pipeline of new & current customer base.
4. Document interactions with customer in Salesforce.com/Gainsight and communicate clearly and effectively with internal stakeholders when needed
5. Actively triage customer reasons for no adoption/low usage and assist the customer/end user with addressing the issues they are experiencing, including, but not limited to: coordinating a training, referring to customer support, or communicating with product and engineering teams about a possible issue.
6. Serve as the voice of the customer by ensuring customer feedback is clearly captured and conveyed internally to enable ongoing improvement of ZoomInfo products and services
7. Work with customers primarily via Email and Chat, as well as over the phone when needed to discuss inquiries in more detail
8. Document best practices and other useful information to better enable our customers through our online support tools
9. Learn third-party products and their integrations to educate and guide customers on usage and product adoption
10. Become a ZoomInfo champion and partner closely with your team and customers to achieve excellence in each phase of onboarding & adoption

Required Education and Experience

1. At least 1 year experience in a SaaS company environment, preferably connecting with prospects/customers through phone/email.
2. Experience with CRM tools with preference given to candidates with Salesforce experience.
3. Preference given to candidates with experience using the ZoomInfo suite of products.
4. Ability to analyze customer concerns and identify education and growth opportunities within an
5. account.
6. Must be a problem solver. Ability to research, analyze and provide a solution to newly identified issues.
7. Team focused with strong collaboration and communication skills.
8. Emphasis on attention to detail and quality.
9. Able to be successful in a fast-paced environment that rewards hard work and self-motivation.
10. Exceptional verbal and written communication skills.