Customer Setup Specialist
6 days ago
Work Schedule: 1:00 PM-10:00 PM (NZ) | 8:00 AM-5:00 PM (PH Time)
Employment Type: Full-time
Ready to do work that actually excites you?
The Fergus Customer Setup Specialist role is responsible for getting customers to a place where they are ready for training and the software is set up for them to use. This involves account setting configuration, including integrations and price books, phone & email communication with Fergus customers to ensure that this is complete and guide customers through the parts that they will need to do or assist with, and then booking those customers in to the free training session that happens after setup is complete.
What You'll Do
You'll be the kind of person who:
- Update the settings for all new customers, in line with existing known best practices.
- Working with customers and the broader Customer Experience team, continue to develop the understanding of best practices for account setup.
- Liaise with customers to get the information required to complete the setup process.
- Aid the customers in completing the parts of account setup that they need to do themselves.
- Work to drive the acceleration of customer setup, to aid in the broader CX team's push to decrease the time to value for customers.
- Once setup is complete, or earlier if requested, and in alignment with the Partner Success Manager, coordinate with the customer to book them in for a power hour training session with a Training Partner.
- Develop expertise in customer account setup and the nuances therein.
- Assist the Partner & Customer Enablement team to develop resources to simplify the setup process and help the customer self serve.
- Undertake additional admin duties as and when required (within reason).
We're looking for someone with:
- An ability to develop excellent customer relationships.
- Ability to work independently, manage deliverables and accurately estimate project lead times.
- Strong communication skills and ability to drive customer behavior
- Capable of taking initiative in driving time to setup completion via process improvement plans and efficient reporting and flow of information.
- Demonstrable success and hands-on experience in a customer relationship role in the software industry and a thorough understanding of the market place.
- Ability to write and edit documentation, both internal and external, pertaining to the product use by customers.
- Educated to degree level or equivalent preferable.
- Knowledge of Workflow systems, SAAS, Cloud based software and their precepts.
- Commitment to providing excellent customer service.
- Accuracy and grammar are essentials for credible written representation. You must perform these duties to a high-degree. Being fast, but accurate, ensures operational credibility.
- Demonstrable ability to balance a large number of competing commercial, creative and technical priorities and to assign resources effectively for success.
- A good, general, understanding and knowledge of relevant product technology including traditional workflow web and mobile technical standards, and the product development lifecycle.
- Strong self-starter with high standards and excellent attention to detail.
- Creative and innovative in developing solutions to business and technical issues.
- Ability to talk across disciplines and ensure understanding by all parties.
- Problem Solving - Uses Rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers
- Decision Quality - Makes good decisions (without considering how much time it takes) based upon a
- mixture of analysis, wisdom, experience and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.
- Functional/Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
- Interpersonal Savvy - Relates well to all kinds of people, up, down and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
- Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
- Patience - Is tolerant with people and processes; listens and checks before acting; tries to understand the people and the data before making judgments and acting; waits for others to catch up before acting; sensitive to due process and proper pacing; follows established process.
- Written Communications - Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.
- HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents).
- Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary).
- Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more.
If you're thinking "this sounds like me"—it probably is. Click apply. We can't wait to meet you.
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