Project Coordinator, Customer Onboarding

October 24

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Sierra Interactive

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Real Estate • SaaS • Marketing

Sierra Interactive is a company that provides comprehensive real estate CRM and digital marketing solutions tailored for real estate teams and enterprises. They offer a suite of tools including IDX websites, marketing automation, and ad management services to help real estate professionals generate more leads, close deals, and streamline their operations. Sierra Interactive is dedicated to enhancing business growth through advanced real estate technology solutions, such as personalized IDX integration, automated messaging sequences, and easy tool integrations. Their offerings cater to small teams, growing teams, and enterprise-level real estate agencies, with a focus on scalability, customization, and improving digital presence and lead conversion rates.

11 - 50 employees

🏠 Real Estate

☁️ SaaS

📋 Description

• Own the onboarding experience for a portfolio of new clients, serving as the single point of accountability from signed agreement through CRM and website launch. • Drive client progress by sending proactive nudges and following up via email, Sero (onboarding project management tool), phone, and Zoom to ensure clients stay on track. • Guide clients through key deliverables like Customer Intake, IDX approvals, EIN submission, and billing setup. • Monitor and manage onboarding tasks using project management tools. Identify risks early, communicate clearly, and escalate delays or blockers when needed. • Reignite stalled clients through persistence, solution-oriented communication, and ownership of the path forward. • Facilitate a smooth website go-live experience. • Act as the trusted advisor and central point of contact throughout the onboarding journey, setting expectations and maintaining transparency. • Anticipate client needs before they arise and communicate proactively to prevent confusion or frustration. • Build confidence and trust with clients through empathy, professionalism, and accountability in every interaction. • Collaborate with cross-functional teams (Education, Support, Operations, etc.) to ensure a unified, frictionless client experience. • Serve as the primary point of contact post-sale through the completion of onboarding and training. • Facilitate adoption by connecting clients with the Customer Education Team or providing self-service training resources. • Identify at-risk clients early and coordinate turnaround strategies with internal teams. • Promote Sierra’s platform features that help clients achieve measurable success. • Own your feedback loop by collecting and sharing client insights to improve onboarding processes and materials. • Collaborate with internal teams to propose and implement process improvements that enhance efficiency and client satisfaction. • Provide first-line support via phone for basic customer education questions during onboarding, including setup and “how-to” guidance on CRM features, IDX, and lead management. • Escalate advanced training needs to the Customer Education Team and technical issues to Support. • Empower clients to become confident in managing their Sierra platform independently.

🎯 Requirements

• Education: High school diploma or GED • Experience: 1- 3+ years working in customer support, product support, or customer success in a SaaS environment • Skills: • - You are thrilled at the opportunity to gain expertise in any platform-related subject and engage with it daily • - You take pride in teaching a topic, explaining a feature, and helping others understand a new concept • - Proven skills in facilitating virtual and live training sessions with a customer-centric approach • - Your writing skills are top-notch. You have an engaging, conversational style and a solid grasp of grammar • - You're organized and able to juggle multiple priorities at one time. You can switch gears quickly and re-adjust your focus as needed. • Subject Matter Knowledge: • - **Prior experience with customer onboarding is a plus ** • - Experience with best practices for lead generation, digital marketing, or contact database management • - Familiarity with content management systems and CRMs is a plus • Interpersonal Abilities: • - You're a hard worker- both independently and in group settings- with a proven track record of getting things done carefully and efficiently. You're patient and pay attention to the details • - Working with people makes you happy. You're a talented communicator and can artfully break down something complex into smaller, consumable concepts. • Additional Requirements: • - A team player who can collaborate effectively with cross-functional teams across the organization • - A commitment to continuous learning and professional development • - Prior experience working remotely or with distributed teams is preferred • - Real Estate experience is a plus.

🏖️ Benefits

• Excellent medical, dental, and vision coverage Full cost covered for employee, and option to add spouse/partner and dependents. • 401k retirement plan (up to 4% matching). • 15 days PTO, 10 paid holidays. • 12 weeks paid parental leave.