[Remote] Host Success/Onboarding Specialist, AMER - Experiences

Note: The job is a remote job and is open to candidates in USA. Cypress HCM is seeking a Host Success/Onboarding Specialist to drive host satisfaction through acquisition and onboarding funnels. The role involves surfacing technical issues, collaborating with stakeholders, and ensuring smooth onboarding and retention processes for hosts.

Responsibilities
• Become an expert – Familiarize yourself with the acquisition & post-publish funnel steps, challenges and best practices. Understand what good looks like to be able to catch errors proactively and/or know how to “traffic cop” problems as they arise
• Write the playbook - Develop templates & source of truth documents to streamline your work and to ensure that the team has the most up to date “solves” for consistent issues, friction points and hurdles
• Communication & Collaboration – Function as a mediator and as a “solution detective”, sitting between cross-functional leads, technical leads and Acquisition reps to solve any & all host issues. Required ability to communicate complex technical issues to stakeholders who may lack technical knowledge; the idea candidate will “translate” tech speak to easy-to-understand summaries & instructions. Communicate with hosts quickly and with empathy + humanity
• Tracking & Reporting – Ensure 100% accurate data hygiene across all tracking systems and leadership updates. Report out on both positive & negative host needs / trends, with a solution-oriented & growth mindset. Ensure that quarterly objectives and key performance metrics are hit
• Quality Management – Stay up-to-date on best-practices & acquisition team trainings. Ensure that your communications to hosts, to cross-functional team members, your templates & documents are current and accurate
• Optimization & Retention – Help orient hosts through the acquisition & onboarding process, ensuring that they understand key steps, how to circumvent challenges and what the best practices are

Skills
• 2+ years in either content, acquisition, customer support or partnerships operations; working as the go-between across business & tech functions
• Bachelor's degree or equivalent experience in related fields
• Experience navigating a technically complex platform
• Ability to translate tech speak into easy to understand summaries & instructions
• Accountability for results – with a proven ability to deliver against KPIs & business targets
• Demonstrated ability to thrive in ambiguity, pivot quickly, and be motivated by changing circumstances, consistently acting as a self-starter
• Solution-oriented mindset, innovative problem-solving and a proactive approach to addressing challenges

Company Overview
• Cypress HCM is a staffing and recruiting company providing technology and creative recruiting solutions. It was founded in 2005, and is headquartered in Walnut Creek, California, USA, with a workforce of 51-200 employees. Its website is http://cypresshcm.com.

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