Position Summary:
As an Onboarding Coordinator, you will oversee all facets of integrating new customers with our client's product offerings. Leveraging your extensive industry and hospitality background, you will ensure our customers experience a seamless transition through the implementation process. Acting as the primary liaison between clients and customers, you will be the pivotal figure ensuring clarity and satisfaction from the close of the initial sale to the successful go-live stage. Collaborating cross-functionally with internal teams and department heads, you will play a crucial role in ensuring our customers' seamless integration into our client's ecosystem. Your mastery of our product and adeptness in guiding customers on its usage will not only guarantee timely go-live dates but also significantly reduce churn rates by ensuring customers are fully equipped to harness the software's capabilities.
Job Details:
- Work from Home
- Monday to Friday | 8 AM/9 AM to 5 PM/6 PM EST
- *Following US Holidays
Responsibilities:
- Serve as the singular point of contact, managing all communications between the client and customers throughout the product onboarding journey, up to the handoff to Account Management post-go-live.
- Strategize, develop, and execute client-specific project plans, meticulously adhering to deadlines.
- Demonstrate exceptional multitasking abilities while efficiently managing a diverse portfolio of merchants with distinct software and hardware requisites.
- Proficiently prioritize customers based on their stage within the onboarding process, aligning with business priorities.
- Cultivate an expert understanding of the client's product suite, providing insightful guidance and entry-level support as required.
- Champion a "Customer First" approach throughout the onboarding process, advocating for customer needs and satisfaction.
- Provide recommendations on configurations and effectively upsell customers on hardware and additional software offerings.
- Foster close collaboration with Sales, Payments, Fulfillment, and Account Management teams to ensure a seamless onboarding experience for customers.
Qualifications:
- Minimum of 2 years of customer service experience, preferably within the hospitality sector.
- Possess at least 1 year of experience in project management or equivalent expertise.
- Demonstrate strong multitasking capabilities and impeccable time management skills.
- Familiarity with HubSpot is advantageous but not mandatory.
- Exhibit a deep commitment to embodying and promoting the company's culture.
- Dedicated to ongoing professional development encompassing soft skills, product knowledge, integrations, and industry insights.