Hi! We’re Craftybase, a growing B2B SaaS startup in the manufacturing and inventory management space. We help small DTC makers keep track of their materials, products, and orders so they can grow their businesses profitably.

We’re a small, early-stage company. In early 2021, we were accepted into the TinySeed accelerator program & raised seed funding.

We are profitable and growing, and it's an exciting time to join our team. We've put a lot of attention and hard work into our product, and we think we've built the absolute best inventory system for small makers—our thousands of happy customers agree.

We are seeking a proactive and results-driven Implementation Specialist to join our team.

The Role

As our Implementation Specialist, your primary focus will be driving user activation and enhancing customer engagement through personalized onboarding experiences and other customer success initiatives. Handling support tickets will be a secondary responsibility, useful for maintaining product knowledge and gathering valuable customer insights.

Your objective will be to ensure our users get the most out of Craftybase, guiding them through a smooth onboarding process, showcasing how to use the product effectively, and helping them unlock their full potential.

This is a full-time remote role.

Why YOU Should Apply

This is a unique opportunity to shape and help build out our implementation team at a pivotal time for the company. We are growing and have exciting plans to accelerate our growth further. We deeply understand that quality onboarding and engagement efforts are key to this success.

Responsibilities and Day-to-Day

As a small company, we sometimes must wear more than one hat. If you’re someone who prefers to stay in your lane and within your comfort zone, this type of role is not one you’re going to enjoy.

This role does not require that you know how to code, and there will be no coding involved. However, it does require that you be technically minded enough to explain more complex software functionality in a compelling and easy-to-understand way to a prospect who does not have as much technical inclination.

Here are some of the key parts of the role:

Customer Onboarding & Activation:

Conduct personalized onboarding calls and demos, helping new users set up Craftybase and quickly realize its value.
Guide trial users through the activation process, addressing any challenges and increasing the likelihood of subscription.
Monitor customer health metrics to track user engagement and ensure successful product adoption, especially for larger makers.
Continuously help improve the onboarding and activation process to deliver a seamless user experience.

Feedback & Product Improvement:

Gather and document customer feedback to share with the product team, helping drive improvements to features and overall user experience.
Participate in feedback sessions with the product team to ensure the customer voice is reflected in product development.
Identify common customer pain points to inform content creation and help develop features that enhance user adoption.

Support & Engagement (Secondary Focus):

Handle support tickets as needed, providing empathetic, personalized responses to maintain product knowledge and gather insights into user challenges.
Use direct interactions with users to stay updated on customer needs, trends, and feedback.
Leverage feedback from support to address user issues during onboarding and improve future processes proactively.

Side Projects

When not directly engaged with customers, we expect you to work on side projects designed to improve the effectiveness and efficiency of our onboarding efforts. These projects all share a common goal: making the other parts of your job easier and allowing you to be even more successful.

For example, based on your skills and interests, you might:

Participate in live webinars, focusing on different user groups such as new trialists, advanced users, and industry-specific segments.
Suggest, create, and maintain educational resources.
Assist in the creation and maintenance of a high-quality video library, focusing on solving real-world customer problems and explaining key features.
Ensure the Knowledge Base is up-to-date and filled with relevant content that empowers users to resolve issues independently.

Requirements

In this role, you will need to take complete ownership of your assigned projects and customers. You will be given all the tools and support to be successful without being told what to do every step of the way. If you find this appealing, then this may be the perfect position for you.

You have experience working within small, fast-paced agile teams.
You demonstrate friendliness and empathy when conversing with customers and other people, and can relate well to a variety of different people.
You have a reliable and fast internet connection.
You will be geographically based in a US timezone and willing to work US hours.

You have:

Experience in customer success, onboarding, or support roles in a SaaS or tech environment.
Excellent communication skills for leading webinars, creating educational materials, and engaging with users.
Strong problem-solving skills and an analytical mindset to gather customer insights and recommend improvements.
Passionate about helping users succeed through personalized experiences with a focus on Craftybase's value.

In addition to this, you are:

Very trustworthy and professional.
Fully conversant with the English language (both written and verbal).
Able to work independently and use both common sense and initiative where required.
Have impeccable time management abilities and are ready to work in a fast-paced start-up environment.
An excellent communicator with customers, the support team, and management.
Comfortable working with remote, distributed, culturally diverse teams.
Results-driven and transparent about your work output.
A quick learner and are comfortable and willing to ask questions when unsure.
Willing to collaborate on new ideas with others and accept critical feedback to make these ideas better.
Enthusiastic, and passionate about our product and the customers that we serve.

Nice-to-haves:

Experience with commerce platforms such as Etsy, Shopify, Woocommerce, and Square (familiarity with products, orders, inventory, etc.).
Experience with inventory and accounting concepts.

Benefits of Joining Our Team

100% fully remote role.
Become a key member of a small team achieving big things.
Long-term contractor role (we’ll treat you like a full-time employee).
Equipment provided.
Generous leave policy: 20 days holiday leave + 10 days personal leave + 10 days of public holidays of your choice.

Like to apply?

Send us a message with your CV and/or LinkedIn profile, along with a quick intro about yourself and why you'd like to work for us. From here, we'll be in touch to chat further if we feel you are a good match for our team.