- Junior
- Oficina en Orlando
Description
As a Customer Onboarding Specialist I, your role is ensuring a positive user experience for our customers through the successful onboarding and customer service of new clients. You will guide customers through onboarding once the account has been activated and equipment deployed. You will deliver training to customers on our Stax Pay product and processing solutions, explain the functioning and configuration of their particular account, and set them up for success as a Stax customer. Your role is to be the expert for everything product, account, and service related, and to ensure onboarded accounts begin processing as quickly and easily as possible.
This position provides project coordination with the client, various internal teams, and external providers utilizing various tools to ensure on-time delivery of the customer onboarding experience. This position will also collaborate with the sales division to ensure an effective client onboarding experience.
Key Responsibilities & Objectives
- Manage a pipeline of new accounts that are ready for implementation of Stax services
- Overall responsibility for initiating, planning, monitoring, controlling, and closing an onboarding project
- Scheduling and completing Onboarding calls with merchants/users
- Monitoring and following up with merchants who are not processing or have not completed Onboarding
- Provide information, training, and orientation successfully in 1:1 situations and in group-based situations (e.g. webinars)
- Drive adoption of our software solutions
- Maintain internal and external data requests and ticketing system
- Keep client demographics tracking up to date
- Complete complex tasks related to the initial setup, build, and customer training of products
- Manage projects from initial setup to installation and provide follow up for a period of time post go-live
- Guide members to adhere to best practices in the configuration of their products
- Provide collaborative leadership to the project team and stakeholders
- Communicate any issues or highly requested feature requests to our product team for review
Requirements
- Customer-service oriented
- Very strong verbal and written communication skills
- Demonstrated ability to explain complex concepts and processes to non-technical individuals
- Solution oriented with the ability to think strategically and creatively in decision making
- Able to take direction and feedback well, yet being forward-thinking to challenge the status quo
- Detail oriented, strong analytical, organizational, and problem solving skills required
- Ability to work independently and utilize good judgment and timing in deciding which situations require management involvement
- Must be able to function as part of a team providing a high level of quality service to clients
