Hello! I am your getting started specialist.

Imagine signing up for a service (a complicated one, most likely) and getting a phone call or an email that reads something like this:

Hello, thanks for signing up with Company ABC. I’m Bob and I am your Getting Started Specialist. My job is to help you get the most out of your Contract X with Company ABC, so if you have any questions about getting setup or getting started, please don’t hesitate to let me know. Here is my direct line and my email address. Again, thanks for signing up and welcome!

If I were a customer that had just signed up for the said service, I think I would be impressed. And if you think about it, you would know why.

When customers signup for a new product or service, it’s often overwhelming. There is probably a lot to do and to think about and chances are, quite a bit of it will be unclear or complicated. People will inevitably be confused and will likely react in one of two ways (please pardon my blatant  false dichotomy):

  1. By asking someone.
  2. By canceling and moving onto another service.

Ideally, you would like the new customer to choose option 1. And even more ideally, you would like them to have an easy time completing option 1. That is where a Getting Started Specialist comes into play – they make option 1 easy.

If I were to write a job description for a Getting Started Specialist, this is what I would write (feel free to adapt / steal):

Company ABC is seeking an upbeat and talented Getting Started Specialist who can work with new customers to ensure a seamless transition to Service A and be constantly available to answer any questions or address any needs during the transition period. The ideal candidate is experienced with -service type-, has excellent communication and customer service skills, is incredibly organized and efficient, and can work well in a fast-paced environment.

The Getting Started Specialist is the primary point of contact for the customer during the first 60 days of service and is responsible for ensuring that the customers he or she works with have a successful and complete transition to Service A. During the first 60 days, the Getting Started Specialist will work with the customer to design an implementation plan, answer basic to intermediate technical and service questions, and act as a liaison between appropriate people and internal departments as necessary. Expert technical knowledge is not required, but the ability to communicate customer needs to technical employees is essential.

I think the job description provides a fairly  good idea of what a Getting Started Specialist needs to do. Ideally, the Getting Started Specialist would work with the customer almost exclusively during the first 60 days and then introduce the customer to their normal account manager and/or explain how they should go about getting product or service help in the future. 

Does your company have Getting Started Specialists? Does it want to?

2 Responses to “Hello! I am your getting started specialist.”

  1. Julia said:

    Jan 15, 09 at 9:51 am

    Sure we do have such specialists, though they are not people dedicated to this task only. This is just a part of our customer support policy — each newly registered client gets an email message from a dedicated support specialist.

    We have been using this strategy for quite a while, and it works out really good.

  2. Trey said:

    Jan 16, 09 at 12:20 pm

    I love this concept and would like to put it in place at my company. I see this as a way to clearly separate yourself from your competition and really make transitions smoother. Do you have any suggestions on how to get this started?