Customer Onboarding Specialist

Clean Smarts is software built specifically for commercial cleaning companies. We help janitorial businesses manage the work that happens every day—scheduling cleaners, tracking time, completing checklists, conducting inspections, managing supplies and equipment, and documenting that work was completed.Our customers range from smaller cleaning companies to larger organizations with multiple locations and teams. The people you’ll work with are typically company owners and operations managers, along with administrators, regional managers, and supervisors.We’re growing and looking for a Customer Onboarding Specialist to help new customers get up and running successfully with Clean Smarts.What You'll DoYou'll be the person who helps a new customer go from “We just signed up” to “We know how to use this, and it's working for our business.”You'll work directly with customers to:Teach customers how to use Clean Smarts and help them configure the system for their business.Conduct one-on-one and small-group training with owners, operations managers, administrators, regional managers, and supervisors.Demonstrate both the Clean Smarts web application and mobile app, including how cleaners and supervisors use the app in the field.Help customers set up and use features such as scheduling, time tracking, checklists, inspections, supplies, equipment, and other day-to-day operational tools.Learn how a customer's cleaning operation works and help them determine how to use Clean Smarts effectively.Answer questions and troubleshoot common issues, knowing when something can be resolved yourself and when it needs to be escalated to another team.Follow up with customers throughout onboarding to make sure they understand the system and are actually putting it into use.Keep customer and onboarding information organized in HubSpot.Document processes, questions, and feedback to help us continually improve the onboarding experience.Work with the product and support teams to communicate customer feedback and identify opportunities to make Clean Smarts easier to use.Look for ways to use AI and other tools to make your own work more efficient and help improve our internal processes.Most of your time will be spent talking with customers, demonstrating the software, answering questions, and helping them solve problems. The rest will involve documentation, preparation, and working with the internal team.What We're Looking ForYou don't need to have worked in janitorial software before. We do need someone who can learn software quickly and enjoys helping other people learn it.You'll be a good fit if you:Learn technology quickly. You don't need to be a programmer, but you should be the kind of person who can sit down with unfamiliar software and figure out how it works.Can teach different kinds of people. Some customers are very comfortable with technology; others aren't. You need to be able to explain the same concept in different ways without making someone feel uncomfortable for asking questions.Communicate clearly. You'll spend much of your day talking with customers, demonstrating software, answering questions, and listening carefully to what people are trying to accomplish.Enjoy solving problems. Customers won't always describe a problem in technical terms. You'll need to understand what they're trying to accomplish and help determine the best way to get there.Are organized and follow through. You'll be managing multiple customers at different stages of onboarding and need to keep track of what has been covered, what still needs to be done, and who needs follow-up.Are comfortable presenting. You'll conduct individual training as well as occasional group training for teams of managers and supervisors.Are comfortable with modern software tools. Experience with HubSpot or similar CRM systems is helpful. More importantly, you should be willing to learn new tools and use AI to make your work more effective.Have customer-facing experience. Experience in customer success, implementation, training, account management, software support, or a similar role is a plus.Additional DetailsFull-timeOn-site in Provo, UtahCustomer-facing role with substantial time spent on calls and live trainingExperience with SaaS or other business software is helpful, but not requiredExperience in the commercial cleaning industry is helpful, but not requiredAssociate or bachelor's degree, or equivalent practical experience