Minimum 4 years of experience providing end-user support for an Enterprise platform and/or SaaS product in a client-facing role with demonstrated dedication to clients and problem solving; 2 years of experience in customer success and customer onboarding in a SaaS Company; Bachelor’s degree in business or related technology area; Experience in building and implementing new processes in an unstructured environment; Experience building and running product demos/overviews and webinars (training); Experience working in a collaborative team environment; Experience using ticketing systems like Zendesk and collaboration platforms like Google Workspace, Microsoft 365, Slack, and Zoom are a plus; Exceptional organizational and project management skills, with the ability to set goals and prioritize many initiatives and opportunities with minimal guidance; Self-awareness, strong judgment, clarity, attention to detail, organization, ability to handle ambiguity, and goal-orientation; Excellent English written and verbal communication skills with a professional phone or video conferencing presence with ability to communicate through all channels; chat, phone, email, and video conference. Partner with Product Marketing to deliver easily digestible client-facing training and webinars; Monitor, improve, and report on overall Marketplace adoption and engagement of new and existing customers through Onboarding NPS, CES, and CSAT ratings; Collaborate with multiple departments to create an exceptional customer experience through targeted content delivery; Collaborate with Product and Sales teams to address customer requirements and drive adoption; Contribute to additional onboarding and customer-focused initiatives as required; Interact directly with new customers and advisors of AppDirect to ensure a successful first impression.