Implementing Excellence in Customer Onboarding

3 days ago

Pasig, National Capital Region, Philippines beBeeImplementation Full time $60,000 - $90,000
Customer Implementation Specialist Job Description

As a Customer Implementation Specialist, you will play a crucial role in ensuring the successful onboarding of new clients for our software solutions. Your primary responsibility will be to lead the implementation process end-to-end for assigned accounts, which includes defining and maintaining the implementation program, setting accurate expectations with clients and internal stakeholders, and actively communicating with Account Executives and Customer Success Managers regarding client progress.

Key Responsibilities:

  • Define and maintain the implementation program for our small to medium clients, including timeline, stakeholders, and key deliverables (including on the part of the customers), and technical requirements.
  • Own the implementation process end-to-end for assigned accounts which include: successful implementation and training of the software to drive adoption by new clients.
  • Setting accurate expectations with clients and internal stakeholders.
  • Actively communicating with Account Executives and Customer Success Managers regarding client progress.
  • Assisting with high-severity requests or issue escalations as needed.
  • Participating in cross-functional groups to establish enhancements to communications, tools, and products.
  • Lead kickoff calls daily with new customers.
  • Oversee complex process design and setup.
  • Be an expert in Workstream, so you can guide new users and answer their questions.
  • Keep track of client activity, notes, and next steps clearly in our success software.
  • Deliver user training and develop supporting manuals and processes to ensure users understand core concepts and can independently adopt key software features.
  • Incorporate internal and external feedback to drive continuous improvements in the onboarding process.
  • Learn from your assigned clients to build and maintain templates.
  • Designing programs, both high and low touch, that are meaningful to our customers and help them realize value from their relationship with us.

Requirements:

  • You love working with customers and thrive in delighting customers.
  • A project manager: there are many moving pieces and multiple stakeholders to manage within the customer and our team to help a customer go live successfully.
  • Detail oriented.
  • With good analytical skills.
  • A good communicator, both verbal and written. Able to explain complex concepts clearly and concisely.
  • Entrepreneurial, hungry, passionate, and tech-savvy.
  • Someone with a long-term vision of working and growing with our technology startup and stay with the team for at least 2 to 4 years.
  • Empathetic to customer needs.
  • Can adapt and remain flexible with ever-changing processes.
  • Able to attend occasional in-person meetings in Metro Manila.
  • Has a high-speed and stable primary and backup internet connection (at least 20 Mbps).

Benefits:

  • Permanently remote work arrangement.
  • Pay wired directly to your bank account.
  • $50 monthly stipend.
  • Annual bonus.
  • Performance-based bonuses.
  • Flexible PTO.
  • Enjoy company time off during some of the major US and PH holidays.
  • Company-issued device.
  • Career fast track for performers and internal mobility.
  • Learn from a team of experienced professionals.

What We Offer:

We are committed to providing a supportive and inclusive work environment that fosters growth and development. If you are a motivated and detail-oriented individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.

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