Customer Onboarding Specialist

Customer Onboarding Specialist Job Requisition ID # 24WD80186
Position Overview
As the Customer Onboarding Specialist, this role will provide account onboarding support to Payapps' clients and report directly to the Head of Customer Success. This role is responsible for managing the end-to-end onboarding process for new customers, accelerating the speed of onboarding and maximizing client value.
Responsibilities
Conduct end-to-end system and process training sessions with new clients, that educate and empower new users.
Nurture clients towards a successful onboarding by demonstrating ease of use and value of product.
Collect product feedback from customers and share it with relevant teams, manage the communication of the request through to completion and communicate product changes to the customer.
Manage customer expectations and advocate best practice based on personal/ customer experience with the platform.
Ensure onboarding activities are completed in line with agreed go-live date and work collaboratively with Account Manager(s).
Confidently demonstrate Payapps User Workflow, including project and contract setup, submit/assess and reporting functions.
Communicate Payapps position within the industry and the solution/value it provides.
Complete onboarding review for each account following their first claim period and ensure agreed deliverables are actioned.
Demonstrate innovation and initiative by enhancing current onboarding processes.
Minimum Qualifications
SaaS Sales/Account Management experience.
Strong project and stakeholder management experience.
Demonstrate initiative and problem solving expertise.
Has above average communication skills – as demonstrated by the ability to both write and speak clearly and in a way that is professional but relatable.
Highly organized – has a structured approach to account management.
Has a technical aptitude.
Demonstrates strong commercial acumen – understands business problems and can use this awareness to identify commercial solutions.

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