Technical Onboarding Specialist

HOVER uses patented technology making it possible for anyone with a smartphone camera to create an interactive 3D model, complete with detailed measurements and powerful design features. The data produced is extremely valuable as it generates a single source of truth for the physical world allowing for more veracity throughout the home improvement and insurance processes. We’ve found an incredibly strong product-market fit across exterior home improvement, insurance, and financial services. What's the secret sauce? Cutting edge technology, an exceptional culture, and a commitment to our values (Think. Do. Serve.). 

With our team of investors, including Google Ventures and Menlo Ventures, HOVER is committed to continuing our success and facilitating growth. We believe there is strength in diversity so we hire skilled and passionate people from a wide variety of backgrounds.

Why HOVER wants you:

The Strategic Programs team is responsible for launching new products and initiatives within HOVER, with our current focus being a suite of platform solutions for Home Improvement Contractors.  Today, Contractors go through highly manual efforts to both (A) Estimate the price of a project and give a quote to the Homeowner and (B) Order the materials needed to complete their project from a Materials Distributor.  HOVER has invested heavily in building an entirely new platform that handles all of this for the Contractor, from running the calculations to accurately pricing the project, to creating an engaging proposal for the Homeowner to consider, to gathering an e-signature on a contract and piping the materials order directly to leading distributors.

Our Technical Onboarding Team is currently focused on helping new Contractors onboard to our budding suite of Estimation and Ordering functionality, known as our Transform Membership offering (and related, our Direct Ordering capabilities).  Our Specialists are customer facing, engaging our end users and helping them get setup on our innovative platform, and they also work cross functionally to partner with Product, Engineering, and Design to give feedback and suggestions for product improvements straight from the voice of the customer, as well as with Sales and Marketing to accelerate adoption and interest.

Our Specialists are spread across the company, with some being in San Francisco and Rochester at our in-person offices, but with most being remote and working from home, and our team adheres to a Remote First policy to collaborate effectively regardless of location.

Our Estimation & Ordering platform is our largest R&D investment to date for new solutions being brought to market, and we have been growing teams and efforts on all sides to match this, and we are excited to be growing our Technical Onboarding team to be at the front lines of engaging our customers and championing their adoption within HOVER.

You will contribute by: 

Our Technical Onboarding Specialists are highly collaborative and work very cross functionally, not only engaging our customers directly but also partnering internally with a variety of teams and departments.

Your primary responsibility will be managing the Onboarding and Adoption of new customers who are buying into our evolving Estimation & Ordering platform.  You will be an expert in our product and its capabilities, have empathy for our customers and the challenges they are facing which they hope to solve with our impactful solutions, and be a partner to them as they completely transform their business model to a modern setup using HOVER.

You will roughly split your time in the following ways:

• Working directly with customers to onboard them onto our platform: You will spend ~40% of your time talking directly to customers both 1:1s and group calls, on Zoom and on the Phone.  Your core workflow will be to efficiently onboard customers to our platform in high touch, white glove engagements.  In a typical month you may work with anywhere from 2-10 customers depending on the situation, and you will be the primary driver for their success in getting instrumented correctly and then ultimately adopting our Estimation & Ordering solutions.
• Backend work and prep for customer calls and engagements: Throughout the onboarding process, you will need to work in a variety of tools and systems ranging from Excel to our own internal backend tools in order to onboard customers effectively, and you will spend ~30% of your time working through these steps in preparation for your customer engagements.  For each customer you onboard, you will build out a customized workflow involving in-depth backend work and data entry.

• Collaborating within the Strategic Programs team: Our team is highly collaborative and always working to iterate on our processes and strategies.  Since you are on the front line of our customer engagements and will be our resident expert in the product, its capabilities, and its adoption, your voice will be critical in our internal brainstorming and solutioning, and you will spend ~20% of your time collaborating with your peers to improve our methods and efforts and drive accelerated growth.

• Collaborating with other teams at HOVER: Your insights and recommendations won’t only be valued within our team, but also by other teams across HOVER, and you will spend ~10% of your time collaborating with everyone from Product to Engineering to Sales.

Your background includes:

• 2+ years of experience in Production Management, Project Management, Customer Support, Sales, Onboarding, Implementation, or a related function in the Home Improvement industry.  Candidates with 5+ years of experience can be considered for a Senior Technical Onboarding Specialist role.
• A proven ability to partner and communicate clearly with customers and external partners through complex processes and engagements
• Robust project management experience, including the ability to juggle multiple projects and maintain an 80/20 mindset to stay focused on the most important things
• Strong Excel skills (e.g. comfortable with Pivot Tables and VLOOKUPs)
• Experience working cross functionally to contribute ideas and feedback for improvement to other departments

Benefits

• Compensation - Competitive salary and meaningful equity in a fast-growing company
• Healthcare - Comprehensive medical, dental, and vision coverage for you and dependents
• Paid Time Off - Unlimited and flexible vacation policy 
• Paid Family Leave- We support work/life balance and offer generous paid parental and new child bonding leave 
• Mandatory Self-Care Days - A day set aside each month to allow employees to recharge 
• Remote Wellbeing Resources - We provide recurring fitness classes, meditation/ mindfulness tools, virtual therapy, and family planning assistance 
• Learning - We encourage continued education and will help cover the cost of management training, conferences, workshops, or certifications

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