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Customer Onboarding Specialist – USA

Impero are currently recruiting for an Customer Onboarding Specialist who will own the critical early phase of the customer lifecycle from pre-sales through to onboarding.

 

Responsibilities:

  • Provide a Single Point of Contact (SPOC) for the customer, acting as their trusted adviser during their initial journey with us
  • Work with our customers to define success criteria and deliver our solutions as efficiently as possible to meet requirements
  • Help customers drive value by addressing stakeholder queries and issues as they arise
  • Drive customer engagement and product adoption from activation through to early training interventions.

 

Duties:

  • Develop a deep understanding of the customer personas, software use cases and pain points
  • Support the sales function with pre-sales demonstrations and presentations
  • Lead customer facing technical installation meetings
  • Gather business and functional requirements
  • Build, own and execute customer success and onboarding plans
  • Manage customer expectations around timelines and deliverables
  • Liaise with internal teams to address potential delivery issues
  • Communicate progress and report issues and changes, escalating where required
  • Monitor customer success criteria for trials, pilots and proof of concepts
  • Train and educate customers on best practice use of the system
  • Spearhead internal cross-functional improvement projects
  • Represent the voice of the customer, and influence the product development roadmap
  • Partner with account management and renewal teams on upsell, cross-sell and expansion opportunities
  • Deliver internal training to sales to ensure the benefits of enhancements and new features are clearly understood
  • Conduct customer health check discussions, using all available data, as provided by Customer Success Analysts
  • Guide and mentor other team members on technical aspects product deployment
  • Document processes and workflows in shareable format for future internal use and adoption
  • Maintain CRM system with updates on service activities
  • Act a Subject Matter Expert for all Impero products
  • Contribute to the design and improvement of processes and materials that enhance efficiency and deliver an exceptional customer experience throughout the customer journey.

 

Required skills/experience/qualifications:

  • Confident presenter and speaker
  • Good communication skills
  • Able to assist in pre-sales engagements to discuss prospect requirements
  • Self-motivated and able to adapt to different situations, handling multiple projects at once
  • Ability to work independently as well as part of a team
  • Must be organised and able to prioritise tasks, as well as work under pressure and to deadlines
  • Good balance of product, technical and customer service skills (Google and Microsoft Operating Systems experience would be a distinct advantage)

 

  • Minimum 2 years of technical support (knowledge in Windows, Chrome, OSX and Mobile operating systems and their various configurations

 

This is a Full Time Permanent role.

 

*** No Agencies ***

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