Link to download our example onboarding specialist compensation plan can be found below.
Welcome to Ascendr, where we believe in empowering businesses with the right tools and strategies. Today, we’re diving into the world of customer onboarding and how to create a compensation plan that motivates your onboarding specialists to deliver an exceptional customer experience.
The Onboarding Specialist: A Key Player in Customer Success
An onboarding specialist is not just a guide for your customers; they are the first impression of your company’s commitment to customer success. They are the personable, accountable, and engaging individuals who understand your customers’ goals and effectively communicate them to the team.
Crafting an Unforgettable Onboarding Experience
An amazing onboarding experience is one that delights the customer, solves their problems, and builds an unforgettable relationship. It’s about setting expectations upfront, communicating regularly, and staying laser-focused on the customer’s needs. The result? Reduced risk of churn, greater chances of upselling, and higher customer lifetime value (LTV).
Recognising Success in Customer Onboarding
How do we measure success in customer onboarding at Ascendr? It’s when our customers are so thrilled with their experience that they can’t help but share it with their network. It’s when they leave us a five-star review, refer us to their peers, and are more than happy to participate in public-facing case studies.
Success is also reflected in our customers’ willingness to renew their subscriptions without any drop in annual recurring revenue (ARR). It’s about keeping our customers informed about progress, dealing with issues promptly and effectively, and ensuring that risks are managed proactively.
Crafting the Perfect Compensation Plan
Creating a compensation plan for your onboarding specialists is a strategic process that should align with your company’s goals. Here’s how you can do it:
- Focus on the Customer Experience: The compensation plan should motivate your onboarding specialists to deliver the best customer experience possible.
- Keep it Simple: A compensation plan with too many variables can be confusing. Keep it straightforward to understand, update, and evaluate.
- Set Performance Levels: Establish levels for expected, great, and exceptional performance. This will help your onboarding specialists understand what is required of them and what they can aspire to.
- Align with Company Goals: If your company’s goal is to focus on high-value accounts, then the compensation plan should incentivise onboarding specialists to prioritise these accounts.
- Set Clear Rules: Define what qualifies and what doesn’t in the compensation plan. It’s essential to set expectations upfront to avoid confusion and disputes later on.
Remember that the compensation plan will drive certain behaviours in the team. Every variation of a compensation plan has pros and cons, so start simple and iterate with time.
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