Job Overview:

As a Customer Success Specialist. In this role, you will be responsible for guiding customers through our onboarding process, ensuring all necessary documents are provided, and maintaining regular communication to track progress. The ideal candidate will possess excellent communication skills, a keen eye for detail, and the ability to proactively identify and address potential obstacles in the onboarding process.

Key Responsibilities:

Customer Engagement:

• Act as the primary point of contact for customers during the onboarding process.
• Ensure timely and accurate collection of all required documents from customers.

Process Management:

• Follow and execute the established onboarding process meticulously.
• Identify bottlenecks or obstacles that may hinder the smooth progression of the onboarding process.
• Collaborate with internal teams to address and resolve any issues that arise.

Communication:

• Maintain regular communication with customers to provide updates on the onboarding progress.
• Address any concerns or queries raised by customers promptly and professionally.
• Collaborate with internal teams to relay important customer feedback and insights.

Timeline Management:

• Work closely with customers to agree on a realistic and achievable go-live date.
• Monitor and manage the onboarding timeline, ensuring all milestones are met in a timely manner.

Cross-Functional Collaboration:

• Serve as a bridge between internal teams and the customer, facilitating smooth communication and collaboration.
• Coordinate with various departments to address customer-specific needs and requirements.

Quality Assurance:

• Conduct regular reviews to ensure the onboarding process is being followed accurately.
• Proactively identify areas for improvement and suggest enhancements to streamline the onboarding experience.

Requirements:

• Bachelor ‘s degree in marketing, business administration or equivalent advanced degree.
• Prince 2, PMP is a plus.
• Minimum experience of 1 year in a similar role.
• Proven experience in customer onboarding or a similar customer-facing role.
• Exceptional organizational skills and attention to detail.
• Strong written and verbal communication skills.
• Ability to work independently and collaboratively in a team-oriented environment.
• Familiarity with CRM systems and onboarding tools is a plus.
• Problem-solving mindset and ability to adapt to changing situations.