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Voir plusDernière mise à jour : il y a plus de 30 jours
Voir plusDernière mise à jour : il y a plus de 30 jours
Senior Onboarding Specialist (Internal Posting)
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WellnessLivingThornhill, CanadaIl y a 2 jours
Type de contrat
- Temps plein
- Télétravail
Description de poste2-3 years of hands-on experience supporting enterprise-based customer implementation and / or onboarding projects, preferably for a SaaS enterprise solution Adept at building relationships and collaborating effectively with all levels of the organization You’re a creative problem solver and multi-tasker who enjoys working in a dynamic, and fast-paced environment with a technical curiosity You can build rapport and collaborate with coworkers and clients You’re adaptable, quick-thinking, resourceful, with strong time management and organizational skills and obsessive about improving processes Highly proactive, resourceful, and accountable person who takes pride in ownership, responsibility, pride in driving and delivering a quality customer-centric approach and exemplary onboarding experiences. An active, empathetic listener, with excellent written and verbal communication skills. Thoughtful, curious, and ambitious with a tendency to ask “why” questions; the drive to apply a broad understanding of your work towards defining better solutions to achieve improvement measures and departmental goals / objectives. Detail-oriented, a multitasker, capable of prioritizing and managing time efficiently and effectively; handle / manage multiple priorities simultaneously under, time-sensitive situations, a team / individual results-oriented environment. Working knowledge of Microsoft Office 365 Intermediate Excel skills Experience using CRM Platforms (Zoho) Experience using ticketing systems (Jira)
Responsibilities
- Onboarding Management : Oversee the end-to-end onboarding process for Mid-Market and Enterprise customers, ensuring timely and successful project completion.
- Customer Transition Support : Coordinate customer transitions from previous systems to ensure smooth and effective implementations.
- Product Training : Deliver tailored online training to empower customers in utilizing WellnessLiving’s platform to meet their business goals.
- Customer Communication : Maintain proactive communication with customers, providing updates and addressing concerns throughout the onboarding process.
- Advocacy : Represent customer needs internally, ensuring feedback is communicated to relevant teams for continuous improvement.
- Cross-functional Collaboration : Work with internal teams to resolve onboarding challenges and enhance the customer experience.
- Coaching and Mentorship : Guide junior Onboarding Specialists, providing support and sharing best practices for complex onboarding scenarios.
- Internal Knowledge Sharing : Lead training sessions and contribute to the development of internal knowledge resources for the Onboarding team.
- Strategic Planning : Participate in planning sessions for high-value accounts, offering insights aligned with customer success and company goals.
- Process Improvement : Identify and implement strategies to enhance onboarding efficiency, customer engagement, and long-term success.
- Resource Creation : Contribute to developing training materials, guides, and playbooks to support the team and improve onboarding.
- Performance Analytics : Use data analytics to monitor onboarding performance and recommend process improvements.
- Metrics Review : Collaborate with leadership to review key metrics, identify trends, and continuously improve onboarding performance.
- Escalation Management : Take ownership of escalated incidents, ensuring timely resolution and exceptional customer service.
- Core Values : Uphold WellnessLiving’s core values and professionalism in all customer interactions.
Skills & Qualifications :