Senior Client Onboarding Partner

Client Success and Language & Culture · Kelowna, British Columbia
Department Client Success and Language & Culture
Employment Type Full Time - 40 hours/week

We need your help in making the internet (and world) a safer, more inclusive, more welcoming place. We are looking for an exceptional onboarding partner for our strategic clients. If you are fanatical about client experience with a passion for helping drive important outcomes - Two Hat would love to have you on our team.


Who We Are

Two Hat is an industry leading community technology and content moderation company. Our mission is to help social networks build safe, healthy, and welcoming online communities by removing negative and amplifying positive interactions to empower better human connections. We believe that communities thrive when everyone is free to share online without fear of harassment or abuse. With a global, multi-lingual, multi-cultural mandate, our team works every day to bring joyful interaction to life across dozens of market leading communities - while simultaneously providing insight into the activities and risks within those experiences. Growing healthy, thriving, highly retaining audiences with, and for, our partners drives us every day.


Using a combination of human ingenuity and AI driven tools, we monitor more than 100 billion social interactions a month. Two Hat enables clients across a variety of social networks and gaming companies to build positive user experiences across text, images, and video by detecting and filtering harmful content in real time, before it reaches the community. More than just a filter, Two Hat gives organizations the insights and tools necessary to build and maintain their communities across multiple languages and cultures. Clients benefit from our scalable, autonomous, and transparent solution, as well as our team of industry experts who consult on best practices and industry standards. As a leading provider of content moderation best practices, we believe we can restore the original purpose of the internet - to empower positive human connection and facilitate healthy social online interactions. 


We are leaders in our industry - obsessed with protecting children and the vulnerable. We partner with law enforcement, work with government agencies like the World Economic forum, and have been founding members of industry groups like the Fair Play Alliance. We take this work incredibly seriously and personally.


What We Are Looking For

Senior Client Onboarding Partners are responsible for ensuring that our strategic clients have an exceptional onboarding experience. They are the onboarding subject matter experts and ensure that the onboarding experience for all clients is aligned to Two Hat and industry best practice. 


Through the establishment of credibility with clients to become a trusted advisor, Senior Client Onboarding Partners drive product adoption through the integration process by anticipating the client's future need which allows for recommendations that showcase the full value of our product to a client. Additionally, the Senior Client Onboarding Partner works in collaboration with other teams to report on integration performance metrics which allow for continuous improvement recommendations as well as supporting the Sales and Marketing team with pre-sale consultations and Proof of Concepts (POC). They ensure a industry leading client experience and foster a client base of fanatical fans.


Our Senior Client Onboarding Partners are relationship focused, have a clear and concise written and verbal communication style, are fanatical about client satisfaction, and have an ability to direct individual accomplishments towards organizational objectives.  


Successful candidates will be responsible for:

  • Leading Enterprise Clients through our best in class onboarding and integration experience aligning with our Community Sift best practices
  • Partnering cross functionally with the Client Engagement team on re-integrations for existing customers
  • Providing subject matter expertise to our Sales/Marketing Department as required through the sales cycle
  • Partnering with the Product and Development team as required to make recommendations for tools and product enhancements to improve the onboarding experience for customer


Who You Are

You believe in our mission and want to make the internet a place for positive human connection.


You are a self starter, highly capable of taking initiative and proposing solutions when faced with challenges. You are a team player who believes in collaboration to achieve bold goals. 

 

You have a completed post secondary education in information technology, computer science, or a related field.


You have 5+ years of successful experience in a technical integration role. That experience includes:

  • 2+ years experience in customer success, online community management, product management or project management in a B2B environment working with enterprise customers.
  • 2+  years experience managing and analyzing large data sets
  • Working with Strategic and Enterprise clients
  • Experience using JIRA, Zendesk, Hubspot, and Tableau would be considered an asset.


The Details

  • Permanent position, 40 hours/week.
  • Remote applicants are welcome.
  • Available to work flexible hours/shifts, possibly including some weekends.

 

Two Hat welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.

 

Join Us

We believe in an internet that is safe for everyone - it is a vision that this team stands behind and strives to create every day.


We believe that we are what we do. We are a growing startup with an evolving culture. Our teams are ambitious, focused on quality, innovative, and deeply conscientious people. Being part of this team means that you get to wake up everyday knowing that you are part of making the world a better, safer place for our children, families, and friends!


As an organization we are focused on delivering a beautiful, quality product to our customers; companies that trust us to keep their communities connected and safe.


Are you optimistic, focused, collaborative, ambitious, and service driven but worried you don't have it all? At Two Hat we know that not everyone gains experience following a traditional path. If you share our values and drive for growth, want to make a difference in the world, and meet most of the qualifications, we encourage you to apply.


Express your interest here and then follow us on Facebook, Twitter, and LinkedIn to learn more about how passionate we are about making the internet a better place.

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  • Location
    Kelowna, British Columbia
  • Department
    Client Success and Language & Culture
  • Employment Type
    Full Time - 40 hours/week