Job PurposeThe customer onboarding specialist is the first interaction between customers and the client after an employer has chosen to adopt the benefit for their employees. Their core role is to educate new customers (member employees) about the product and services, and ensure effective product adoption. Their focus will be on reducing customer effort, ensuring a smooth experience and delivering fantastic customer support.The ideal candidate is high energy, passionate about helping customers, fluent in English and either isiZulu/Sesotho/Setswana, and excels in written and spoken communication. Successful candidates must have the ability to quickly learn new technologies and communicate those concepts to customers with varying degrees of technical expertise.The onboarding specialist will educate customers (member employees) on how to use and get value from the product. An effective and efficient onboarding experience will set the tone for the ongoing relationship with our member employees. The onboarding specialist will remain the key contact for the client for the duration of their contract and will be available to help direct and resolve any queries.Key ResponsibilitiesManage the customer from the point of sale to product adoptionOwn and create plans for product implementationEducate new customers about product best practicesDeliver company presentations and demos on site at the Wellness activation daysHelp solve technical problemsHandle customer queries related to the productCollect customer feedback and act on itSupport customers through emails, phone calls, chats, social media, video calls, etc.Monitor product utilizationRelationship ManagementEstablish strong, long term relationships with new customer stakeholdersDevelop a deep understanding of customers' business and operational objectivesRecord customer implementation needs, requests, and questions and communicate to key stakeholdersWork with sales, product, and support teams to ensure that customer expectations are met.Customer OnboardingFacilitate the full in-person or virtual onboarding process for all clients including pre-activation communication to client, activation days, and first 3 months of client engagement. Daily / weekly planning to ensure that all resources required to successfully onboard clients are in place and tracking to deadlines leading up to activation.Provide input to content and resources for customer educationSupport education of customers on product toolkit, capabilities, and best practices to simplify adoption and align expectationsClearly communicate account setup requirements and expectations with customers and key stakeholdersDeliver activation and/or training days for customersCreate repeatable processes, resources, and frameworks to use when onboarding customers.Product KnowledgeBecome a product expert, with a sound grasp of product qualities and capabilitiesDiscuss or educate on any nuance of the product internally and externallyDemonstrate experience with web-based technologiesQuickly learn new technologies and communicate those concepts to customers with varying degrees of technical expertiseAccount ManagementUnderstand customer needs and align the product implementation accordinglyHandle customer queriesGuide, support, and assist customers in their product adoption and utilizationSupport customers through emails, phone calls, chats, video calls, or in personMonitor and encourage utilizationLeverage feedback for continuous improvement to the productCustomer SupportBe passionate about helping customersBe attentive to details for customer successBe persistent in solving customer problemsEfficient and helpful across sales and customer successEnsure customers receive superior servicePackage & RemunerationR 15000 - R 17000 - Monthly
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