Onboarding & Support Specialist

Definitive Healthcare is a global healthcare technology company that provides leading intelligence on the healthcare provider market.
We are on an incredibly exciting trajectory and have more than doubled in size in the past 2 years, with over 650 employees. We have been consistently honored by multiple surveys as a Best Place to Work in the Boston area. Our motivated and high-energy workforce is collaborative, kind, and engaged, which has led to exceptional retention rates.
Monocl recently joined the Definitive Healthcare enterprise as well in 2020. It empowers life science professionals with the complete global expert solution designed to drive impactful outreach and strategic engagement
Monocl’s mission is to connect all stakeholders in life sciences and healthcare through software - thereby enabling our customers to target and engage the right opinion leaders, medical experts, and customers anywhere in the world. We are guided by a strong vertical focus on life sciences and healthcare, combined with a relentless drive to address great customer challenges. We truly believe that software eats the world.
Our expansion has created the need for an energetic and motivated Onboarding & Support Specialist to join the Monocl Customer Experience Team.
Monocl, a Definitive Healthcare company, is a rapidly growing SaaS business focused on life sciences and healthcare. In this role, you will have the chance to work closely with our customers and make a difference where it truly matters. Do you have a passion for delivering service at the highest level? Then we would love to get to know you better!
Your Challenge:
As a Onboarding & Support Specialist, you will be the first point of contact for all customer questions and queries. Working closely with Customer Success, Sales, Product, and Engineering, you are responsible for rapidly answering, solving, or routing customer questions and support related requests. In addition to supporting our customers through our various support channels, you will also work as an onboarding specialist, partnering closely and strategically with a diverse customer portfolio which includes many of the top companies in the pharmaceutical and life sciences industries for their initial onboarding to Monocl.
Here are some things you’ll tackle:
Provide the first line of support for incoming customer questions, queries and requests
Rapidly solve or appropriately route incoming messages to the responsible teams, and track & monitor the progress of resolving them
Provide the first line of support for incoming questions from Monocl’s Customer Success & Sales team
Work in cutting-edge customer success platforms and apply best practice methodologies to educate and provide strategic advice to our users and business accounts.
Execute remote onboarding sessions, perform training, and provide deep insights in how to best utilize the Monocl platform to empower our customers and help them achieve their challenging business objectives.
Support our Customer Success team with customer related data analysis as well as provide assistance on various ongoing projects

What you’ll need:
You need to have a genuine passion for delivering world class service and you thrive working independently and with colleagues in smaller teams where you will be accountable for your own performance whilst always assuring the team is succeeding as well. You have a proven background of delivering phenomenal customer service in a previous role and you are willing to walk the extra mile in ensuring our customers get the best service possible.
BA or BS degree
1 - 2 years’ experience in a client facing role
Superior communication skills (written and verbal) with an ability to distill complex concepts for different audiences with varying levels of technical expertise
Ability to learn new concepts quickly
Strong attention to detail
Strong organizational skills and ability to follow-up on and track multiple issues/projects
Service-minded, patient and supportive personality
Sophisticated general computer skills
Additional language skills are preferred.

Why we love Monocl, and why you will too!
Industry leading products
Work hard, and have fun doing it
Incredibly fast growth means limitless opportunity
Flexible and dynamic culture
Work alongside some of the most talented and dedicated teammates
Definitive Cares, our community service group, gives all of us a chance to give back
Competitive benefits package including 4000 SEK/year personal wellness grant, private health insurance etc.

What our Employees are saying about us on Glassdoor:
“Great Work atmosphere, great work life balance, excellent company to work for, amazing top notch product, incredible customer service, lots of tools to help you succeed.”
-Business Development Manager
“Great team. Amazing growth. Employees are treated very well.”
-Research Analyst
“I have waited 36 years to work at a dream job for a dream company and I am so happy to have finally got there.”
-Profile Analyst
If you don’t fit all of these qualifications, but believe you’re still a great fit, feel free to apply and tell us why in your cover letter.
How do I apply?
This position will remain open as long as this ad remains on our website. When submitting your application, make sure to highlight and demonstrate past relevant achievements that you are proud of and make sure to include relevant references. We continuously look through applications. The applicants that best match our requirements will be contacted for a phone interview before a follow-up interview.


Definitive Hiring Philosophy
Definitive Healthcare is an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and teammates. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, religion, age, gender, gender identity, sexual orientation or any other status. If you’re interested in working in a fast growing, exciting working environment – we encourage you to apply!