Onboarding Specialist

Energy at Work; Johannesburg; On-site; ZAR 167,000 - 190,000; Full time

Job summary

Energy at Work in Johannesburg is seeking a Customer Onboarding Specialist to educate new customers on the product, drive adoption, and deliver outstanding support.

You will manage onboarding from pre-activation through to activation, create implementation plans, deliver presentations and training, handle queries across email, calls and chats, and gather feedback to improve the product experience for member employees.

Qualifications

• Excellent communication skills, both written and spoken.
• Fluent English with ability to communicate across multiple channels.
• Multilingual in isiZulu / Sesotho / Setswana is a plus.

Responsibilities

• Manage the customer from sale to product adoption.
• Own and create plans for product implementation.
• Educate new customers about product best practices.
• Deliver presentations and demos on site and virtually.
• Help solve technical problems and answer queries.
• Collect customer feedback and act on it.
• Support customers through emails, calls, chats, social channels, and video calls.
• Monitor product utilisation and drive adoption.

Skills

Excellent communication

Fluent English

Multilingual support

Customer service mindset

Organisational skills

Tools

CRM software

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 fantastic customer support.

The ideal candidate is high energy, passionate about helping customers, fluent in English and either isiZulu/Sesotho/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 get 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 direct and resolve any queries.

Key Responsibilities

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

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 to client, activation days, and first 3 months of client engagement. Daily/weekly planning to ensure that all resources required to successfully onboard clients are in place and tracking 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 key stakeholders
• Deliver activation and/or training days for customers
• Create repeatable processes, resources, and frameworks to use when onboarding customers

Product Knowledge

• Become a product expert, with a sound grasp of product 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 those concepts to customers with varying degrees of technical expertise

Account Management

• Understand customer needs and align the product implementation accordingly
• Handle customer queries
• Guide, support, and assist customers in their product adoption and utilisation
• Support customers through emails, phone calls, chats, video calls, or in person
• Monitor and encourage utilisation
• Leverage feedback for continuous improvement to the product

Customer Support

• Be passionate about helping customers
• Be attentive to details for customer success
• Be persistent in solving customer problems
• Efficient and helpful across sales and customer success
• Ensure customers receive superior service

Package & Remuneration

R 15000 - R 17000 - Monthly