SUMMARY OF POSITION

This role is responsible for providing an exceptional customer onboarding experience for our new customers including managing their learning journey and onboarding process. You will also help our customers to understand what our business can offer to their business to help drive their success.

JOB RESPONSIBILITIES

·       Facilitate a smooth onboarding experience for customers and ensure they are successfully installed in a timely manner:

·       Schedule customer ‘roll-out’ resources across multiple teams, including 3rd party partners

·       Proactively liaise with clients and manage their expectations

·       liaise with the relevant internal teams (Sales, Field Install, Field Maintenance) to ensure successful onboarding process

·       Assist the customers learning journey including staff, manager, and owner trainings

·       Liaise with the customers to get their “food & drinks” menu tailored to their venue

·       Help customers to understand how the software can drive their business with other features, functionalities, and integrations

·       Assist with updating the company’s ‘learning’ (knowledgebase) site including adding, editing, and updating content

·       Work in conjunction with internal teams to promote the company’s ‘learning’ site

·       Complete all administration and documentation processes in a timely manner including keeping our CRM updated

·       Where required, contribute data for reporting purposes

·       Provide timely customer touch points to generate feedback to improve the software

·       Identify and communicate any potential opportunities to improve our internal onboarding tools that will help maximise an exceptional customer onboarding experience

·       Escalate any customer issues, concerns, or risks to your manager in timely manner

·       Actively contribute to and participate in professional development opportunities afforded by the company

·       Promote the values and behaviours expected of the business at all times

EXPERIENCES AND SKILLS

·       Prior experience in customer service roles required

·       Prior industry experience would be highly desirable

·       Some form of account management experience would be highly desirable

·       Good working knowledge of computers (Mac and PC) as well as MS Office Products required

·       Great communications skills essential (both verbal and written)

·       Highly organised with a proven ability to work within fast-paced environments About You

·       Experience within a customer service role or x industry role

·       Highly organized with a proven ability to work within fast-paced environments

·       Proven ability to navigate within Microsoft office and CRM Suite

·       Great communications skills essential (both verbal and written)

·       Experience dealing with other English speaking customers

·       Ideally formal project management training, certification and a university graduate

·       Happy and extroverted personality and attitude

·       Professional appearance, listening skills and customer empathy.