INNERGY

Onboarding Specialist

• Client Onboarding: Manage the onboarding process for new clients by setting clear expectations, defining milestones, and tracking progress against onboarding goals.
• Education & Enablement: Support client education by integrating learning opportunities into onboarding and collaborating with the Content Creation team to prioritize and request the training resources clients need most.
• Process Monitoring: Use data and progress tracking to monitor client health during onboarding, identifying and addressing potential challenges early.
• Client Motivation: Keep clients engaged and motivated throughout onboarding, encouraging adoption of INNERGY processes and best practices.
• Communication: Maintain clear, consistent communication with clients, providing regular updates and documenting all interactions for cross-team visibility.
• Problem Solving: Identify and address challenges such as limited client engagement or resistance to change. Develop strategies to overcome these obstacles and keep onboarding on track.
• Feedback Loop: Gather client feedback throughout onboarding and share insights to help refine onboarding strategies and influence future training content priorities.

Director

• Lead and develop Onboarding and Professional Services managers, consultants, and implementation specialists.
• Own implementation delivery, utilization, customer satisfaction, and time-to-value.
• Establish scalable methodologies, playbooks, and project governance.
• Put AI and automation to work for customer-focused efforts.
• Manage services revenue, utilization, project profitability, and resource planning.
• Develop KPIs and executive reporting.

Director of Onboarding – Professional Services

Customer Success Manager

• Own the end-to-end Customer Success journey, including onboarding, adoption, value realization, and expansion.
• Design, implement, and continuously refine the Customer Success operating system across all INNERGY products.
• Define and execute a unified CS vision that aligns segmentation, engagement models, playbooks, and customer outcomes.
• Establish clear service tiers, success plans, and ownership models across customer segments and geographies.
• Ensure consistent, repeatable processes that scale globally.
• Own retention, expansion, and customer health outcomes across the portfolio.
• Partner with Sales and Account Management to drive renewals, cross-sell, and upsell strategies.
• Build proactive risk mitigation frameworks to reduce churn and increase lifetime value.
• Establish forecasting discipline and renewal visibility aligned with executive expectations.
• Own Customer Success technology stack outcomes, including health scoring accuracy, automation maturity, digital engagement coverage, and visibility into adoption.
• Drive measurable improvement in health model integrity and proactive outreach effectiveness through platforms such as HubSpot CSP and AI-enabled workflows.
• Partner with RevOps to strengthen reporting, segmentation logic, and executive dashboards.
• Leverage automation and AI to support 1-to-many customer engagement and scalable education.
• Own and operationalize core CS metrics, including retention, net revenue retention, product adoption, customer health, expansion, NPS, and CSAT.
• Expand customer sentiment metrics into actionable insights that drive execution.
• Build dashboards that provide executive-level and PE-level visibility into CS performance.
• Use data to inform capacity planning, prioritization, and segmentation strategy.
• Implement strong performance management practices, including clear goals, accountability, and continuous coaching.
• Design and execute service models that enable growth without proportional headcount increases.
• Champion 1-to-many enablement, including group onboarding sessions, scalable training programs, digital content, and customer education pathways.
• Drive customer maturity from reactive support reliance toward proactive value realization.
• Lead and develop a globally distributed team of approximately 10–15 Customer Success professionals.
• Build a high-performing CS leadership bench capable of supporting growth surges and new product introductions.
• Partner with People & Culture on talent development, succession planning, and performance reviews.
• Utilize EOS for departmental alignment and execution discipline.
• Strengthen alignment with Sales, Product, Engineering, and RevOps to ensure clear handoffs and shared accountability for customer outcomes.
• Coach leaders to elevate ownership, strategic thinking, and measurable impact.

Director of Customer Success

Support Engineer

• Manage and resolve client issues through Intercom and Microsoft Dynamics, ensuring responses meet SLAs and deliver a consistently positive experience.
• Communicate complex technical concepts clearly and empathetically to build client confidence and trust.
• Diagnose and resolve issues related to INNERGY Design, Microvellum Toolbox, and AutoCAD-based integrations.
• Support workflows including CAD integration, library configurations, and manufacturing processes to ensure seamless design-to-production operations.
• Tag and label “How-do-I” tickets to train Intercom AI, improving self-service resolution rates.
• Leverage ticket history and pattern analysis to improve AI accuracy, reduce manual intervention, and scale automation.
• Develop and maintain a knowledge base of reusable responses, how-to articles, and best practices.
• Create detailed, reproducible bug reports from client issues.
• Collaborate with Engineering and Product teams to drive fast, high-quality fixes.
• Accurately tag and categorize tickets for reporting and analytics. Identify trends and partner with peers to refine workflows and elevate the overall support experience.

Technical Support Specialist

Marketing

• Build and lead education initiatives that acquire customers, enhance user adoption, engagement, and proficiency with INNERGY’s solutions.
• Design scalable training programs, coordinate events, and serve as a public ambassador for INNERGY, leading speaking engagements that elevate our brand and customer community.
• Develop and deliver educational content, including webinars, workshops, video tutorials, documentation, and interactive training materials to improve customer onboarding and retention.
• Facilitate live and virtual training sessions tailored to different user roles and experience levels.
• Partner with Customer Success, Sales, and Product teams to identify customer pain points and create targeted education initiatives.
• Perform simple video editing to support training materials and education initiatives.
• Serve as a public facing representative for INNERGY’s education programs, delivering presentations and workshops regionally.
• Plan and execute customer education events, including user conferences, training workshops, and webinars.
• Act as a trusted advisor and thought leader by proactively identifying customer education needs and providing relevant learning solutions.
• Track the impact of education programs on customer satisfaction and retention.

Onboarding Specialist

Director of Onboarding – Professional Services

Director of Customer Success

Technical Support Specialist

Field Marketing – Education Specialist