Onboarding Specialist I

SurveyMonkey is the world’s most popular platform for surveys and forms, built for business—loved by users. We combine powerful capabilities with intuitive design, effectively serving every use case, from customer experience to employee engagement, market research to payment and registration forms. With built-in research expertise and AI-powered technology, it’s like having a team of expert researchers at your fingertips. Trusted by millions—from startups to Fortune 500 companies—SurveyMonkey helps teams gather insights and information that inspire better decisions, create experiences people love, and drive business growth. Discover how at surveymonkey.com . What we’re looking for Our Onboarding team ensures that our customers achieve their desired outcomes and get value from the solution. This is done by ensuring a successful onboarding period, guiding and assisting in the adoption of the platform, and ultimately guiding customers towards getting the most value from using SurveyMonkey. We do this through customer engagements at essential points in the customer journey. As an Onboarding Specialist for SurveyMonkey Enterprise, you will ensure our Enterprise clients are successfully onboarded to our solution. Your skills in communication, critical thinking, problem-solving, and collaborative work make the difference between a satisfied client and one who is shouting from the rooftops. What you’ll be working on Onboard clients to satisfy their processes, rules, and other requirements. Drive accelerated time to value and use of the platform through outreach, monitoring of customer adoption, and feature promotion. Gather client goals with the product and ensure the client is set up to meet those goals beyond the onboarding journey. Work with technical solutions managers regarding our requirements for integrations, single-sign-on, and more. Manage multiple accounts, deadlines, and milestones while ensuring departmental Service level agreements are met. Track and communicate client issues, and troubleshoot and resolve problems. We’d love to hear from people with 2+ years of experience building strong client relationships and effectively managing client expectations. Are comfortable initiating and engaging in conversations with clients over the phone. Possess experience in configuring business logic within a web-based platform. Understand key aspects of the project lifecycle, including defining requirements, reviewing functional specifications, creating and executing test plans, providing user training, and supporting deployment. Ability to communicate in writing and orally in English at the B2+ level SurveyMonkey believes in-person collaboration is valuable for building relationships, fostering community, and enhancing our speed and execution in problem-solving and decision-making. As such, you will be required to work from our Heredia office up to 3 days per week. #LI-Hybrid Why SurveyMonkey? We’re glad you asked At SurveyMonkey, curiosity powers everything we do. We’re a global company where people from all backgrounds can make an impact, build meaningful connections, and grow their careers. Our teams work in a flexible, hybrid environment with thoughtfully designed offices and programs like the CHOICE Fund to help employees thrive in work and life. We’ve been trusted by organizations for over 25 years, and we’re just getting started. Our milestones include celebrating a quarter-century of curiosity with 25 acts of giving , opening new hubs in Costa Rica and India , crossing the threshold of 100 billion questions answered , and earning recognition as one of the Most Inspiring Workplaces across North America and Asia . We live our company values —like championing inclusion and making it happen—by embedding them into how we hire, collaborate, and grow. They help shape everything from our culture to our business decisions. Come join us and see where your curiosity can take you. Our commitment to an inclusive workplace SurveyMonkey is an equal opportunity employer committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities. Your data For more information on how SurveyMonkey (including its subsidiary and affiliated companies) processes your personal data as a job candidate or applicant, please see our Global Applicant and Candidate Data Privacy Notice . Please note that we may use artificial intelligence (AI) tools to support parts of the hiring process, such as sourcing candidates, reviewing applications, analyzing resumes, or summarizing interviews. These tools assist our recruitment team but do not replace human judgment.