Customer Onboarding Specialist

2 weeks ago

Manila, National Capital Region, Philippines Esevel Pte Ltd Full time
Opportunity in a company with a solid track record of performance

Remote friendly work culture

Rapid career advancement with opportunities to learn

Competitive salary and Performance bonus

Paid time off & Medical insurance

A Customer Onboarding Specialist in the SaaS space who is passionate about working with new customers and leading their end-to-end launch experience with our software. A customer advocate, who owns and leads SaaS implementations. Proactively listens, separating the wants from needs, providing recommendations, configuring the system, and delivering detailed training in accordance with best practices in the company. Owns the customer journey in adopting our software from kick-off through to launch and personally delivers live 1-on-1 online training sessions. Participate in creating effective training programs, and updating training documentation, and materials to educate customers on best practices and enable them to achieve their business goals while utilizing our software.
  • Acts as the subject matter expert throughout the client's onboarding journey, consulting on best practices and how-to questions
  • Gather and translate customer requirements from pre-sales into implementable actions/phases
  • Deliver positive client onboarding experience by creating and ensuring well-executed & accurate solution roll-outs: scope, delivery approach, task ownership, and deliverables
  • Control and communicate the project scope, schedules, and risk among the internal and external stakeholders
  • Ensure smooth & timely onboarding/solution implementation for the key clients, including setting up client accounts, leading kick-off calls, training key users on the platform functions, managing integrations, etc
  • Manage all project deliverables, dates/milestones, issues, and risks to ensure the customer successfully completes their required work activities
  • Maintain an expert-level understanding of our product and service to clearly communicate the value
  • Become a knowledgeable product expert in all aspects of the platform
  • Configure the Esevel account in accordance with all the information gathered
  • Lead regular training and project discussions, review work plans, risks, actions, issues, and decisions that drive projects to completion and minimize "time to value"
  • Lead the training session and onboard customers from kick-off planning to ensure a successful transition to post-go-live Support and Customer Success teams
  • Deliver training sessions: train-the-trainer, and end-user training
  • Deliver the product training program for each assigned customer project online (and onsite when required) ensuring training deliverables are met within allocated timelines
  • Participate in Onboarding team activities focused on enhancing/improving our existing training materials, product documentation, and how-to videos
  • Collect customer feedback and Provide findings to the product team and collaborate closely for better product improvements
  • 2-3+ years experience with implementation and training ideally in B2B software / SaaS
  • Bachelor's degree in technology, engineering, or related fields with experience in software implementation and onboarding
  • Experience with creating training materials and documentation
  • Excellent English verbal and written communication skills – the ability to articulate complex topics, issues, and resolutions both orally and in writing
  • Strong understanding of project management structure
  • Have a strong business acumen, multi-tasking, and analytical skills
  • Excellent presentation skills
  • Experience in tech startups (bonus)

Esevel's end to end IT management platform helps small to medium businesses secure and support their people, devices and applications throughout Asia.

Many companies in Asia hire people outside of their borders, and give them the flexibility to work out of the office, their homes or even co-working spaces, as the situation demands. But this blended and fluid workforce is only possible if you can mitigate the increased security risks and operational demands of supporting a distributed workforce. The truth is most small and medium businesses do not have the tools to stay on top of this trend. And most managed service providers (MSPs) have fallen behind this new world of work. That's why we have made it our mission to make IT easier for you. We thrive on taking care of your team's IT security and day-to-day operational needs. And we do so throughout 8 countries in the Asia-Pacific region. Now you can focus on growing your business and taking it to the next level.
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