The Customer Onboarding Specialist is responsible for facilitating the seamless onboarding, training, and technical support for clients to enhance their satisfaction and success with our services.
This position requires close collaboration with clients during the implementation phase, troubleshooting issues, providing technical assistance, and working with the team to identify and resolve challenges, ultimately improving the customer experience.
Key Performance Areas
Design, Onboarding, and Implementation
Support solution design by understanding client needs, analysing data requirements, addressing challenges, applying insights from the travel industry, and presenting ideas within established timelines.
Assist with client onboarding and the implementation of the clients' solutions by joining kick-off meetings, gathering client requirements, understanding necessary changes, and communicating these to the development team on schedule.
Help test solutions before release by identifying issues, monitoring resolution progress, and updating both clients and the team while reporting on progress and resolutions within designated timelines.
Contribute to solution objectives and client usage by creating training materials, drafting implementation notes and presentations, conducting training sessions, and professionally addressing questions and queries as needed.
Maintain effective communication with stakeholders by preparing and delivering regular reports on project status, solution implementation, issue resolution progress, and highlighting key achievements, challenges, and potential risks, ensuring reports are completed and shared on time.
Stakeholder Management
Foster strong client relationships through effective communication with key personnel, understanding their needs, offering input and feedback, receiving contributions, and collaborating as necessary.
Support successful onboarding and implementation by tracking performance against targets, identifying anomalies, and maintaining clear communication throughout the process, implementing corrective actions when needed.
Deepen client relationships by monitoring satisfaction, conducting regular check-ins, tracking usage metrics, identifying opportunities to enhance client satisfaction, and providing creative recommendations while managing expectations effectively.
Collaborate closely with relevant internal teams to ensure the effective and efficient delivery of services, sharing knowledge and insights, attending and contributing to team meetings, and maintaining a cohesive approach to client success.
Technical Support and Troubleshooting
Provide technical support by learning and mastering the companies' solutions, developing expert proficiency in systems, and troubleshooting technical issues and user functionality as necessary.
Conduct system demonstrations by understanding potential client requirements, tailoring demonstrations to highlight relevant solutions, answering questions, and offering potential solutions to meet client needs.
Resolve client issues by understanding the challenges faced, collaborating to identify solutions, encouraging creative thinking beyond standard practices and client mindsets, and tracking issue resolutions within agreed timelines.
Prioritize escalated issues to facilitate timely resolutions, work within escalation procedures, coordinate with internal teams, and keep both internal teams and clients informed of resolution progress as necessary.
Product Feedback and Continuous Improvement
Gather client feedback by summarizing data from support interactions, analysing ticketing system data and client reviews, documenting common issues and successes, and developing feedback processes for each implementation as needed.
Support business growth and solution development by collecting client feedback on functionality and user experience, analysing this feedback, identifying areas for improvement, and sharing insights with the team post-implementation as needed.
Documentation and Knowledge Base Management
Maintain and update the knowledge base by creating support, system, and process-related documentation, revising this documentation based on updates, improvements, and observed gaps, and storing these as required.
Enhance training and implementation notes by developing high-quality, clear, and impactful training materials, revising documentation based on updates, improvements, and client feedback, and managing version control through proper storage of materials as needed.
Software Development
Write clean, efficient, and maintainable code following coding standards and best practices in development.
Data Analysis
Collect, analyse, and interpret data to identify trends, patterns, and insights that inform and drive business decisions.
Requirements
Qualifications and Experience Requirements
Required Qualifications
Matric / Grade 12 or equivalent
Preferred Qualifications
Matriculation in an IT-related subject
Certification or qualification in Tourism
Required Technical or Professional Experience
2 years of experience in a technical support, implementation, or client success role within a software or tech company.
Preferred Technical or Professional Experience
1 year of experience with travel industry systems (admin and / or web)
1 year of experience using video editing tools.
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