Onboarding Specialist

Energy At Work; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading company is seeking a Customer Onboarding Specialist to facilitate the onboarding process for new customers. This role involves educating customers about product usage, managing relationships, and ensuring a smooth experience. The ideal candidate is energetic, fluent in English and a local language, and excels in communication. This position is crucial for establishing long-term customer relationships and enhancing product adoption.

Qualifications

• High energy and passion for helping customers.
• Ability to quickly learn new technologies.
• Excellent written and spoken communication skills.

Responsibilities

• Manage customer onboarding from point of sale to product adoption.
• Educate customers on product best practices.
• Support customers through various communication channels.

Skills

Fluency in English

Fluency in isiZulu

Fluency in Sesotho

Fluency in Setswana

Communication

Problem Solving

Job description

Job Purpose

The customer onboarding specialist is the first interaction between customers and the client after an employer has chosen to adopt the benefit for their employees.

Their core role is to educate new customers (member employees) about the product and services, and ensure effective product adoption.

Their focus will be on reducing customer effort, ensuring a smooth experience, and delivering excellent customer support. The ideal candidate is high energy, passionate about helping customers, fluent in English and either isiZulu, Sesotho, or Setswana, and excels in written and spoken communication.

Successful candidates must have the ability to quickly learn new technologies and communicate those concepts to customers with varying degrees of technical expertise. The onboarding specialist will educate customers (member employees) on how to use and derive value from the product.

An effective and efficient onboarding experience will set the tone for the ongoing relationship with our member employees.

The onboarding specialist will remain the key contact for the client for the duration of their contract and will be available to help address and resolve any queries.

Key Responsibilities

1. Manage the customer from the point of sale to product adoption.
2. Own and create plans for product implementation.
3. Educate new customers about product best practices.
4. Deliver company presentations and demos on-site at the Wellness activation days.
5. Help solve technical problems.
6. Handle customer queries related to the product.
7. Collect customer feedback and act on it.
8. Support customers through emails, phone calls, chats, social media, video calls, etc.
9. Monitor product utilization.

Relationship Management

• Establish strong, long-term relationships with new customer stakeholders.
• Develop a deep understanding of customers' business and operational objectives.
• Record customer implementation needs, requests, and questions and communicate to key stakeholders.
• Work with sales, product, and support teams to ensure that customer expectations are met.

Customer Onboarding

• Facilitate the full in-person or virtual onboarding process for all clients, including pre-activation communication, activation days, and the first 3 months of engagement.
• Plan daily/weekly activities to ensure all resources required for successful onboarding are in place and track to deadlines leading up to activation.
• Provide input to content and resources for customer education.
• Support education of customers on product toolkit, capabilities, and best practices to simplify adoption and align expectations.
• Clearly communicate account setup requirements and expectations with customers and stakeholders.
• Deliver activation and/or training days for customers.
• Create repeatable processes, resources, and frameworks for onboarding customers.

Product Knowledge

• Become a product expert, understanding its qualities and capabilities.
• Discuss or educate on any nuances of the product internally and externally.
• Demonstrate experience with web-based technologies.
• Quickly learn new technologies and communicate these to customers with varying technical expertise.

Account Management

• Understand customer needs and align product implementation accordingly.
• Handle customer queries.
• Guide, support, and assist customers in their product adoption and utilization.
• Support customers through various communication channels.
• Monitor and encourage product utilization.
• Leverage feedback for continuous improvement.

Customer Support

• Be passionate about helping customers.
• Attend to details for customer success.
• Be persistent in solving customer problems.
• Provide efficient and helpful service across sales and customer success teams.

Package & Remuneration: R - R - Monthly