Job Summary
The Customer Onboarding Consultant plays a crucial role for the company by working with customers to ensure a positive and successful onboarding experience. both in interacting with the Company and the Company’s products, while simultaneously ensuring feedback from customers is transitioned back into and leveraged throughout our organization to streamline how our solutions are designed, built and deployed.
The Customer Onboarding Consultant is integral to increasing user adoption, and sustaining client retention by ensuring the Company’s software-as-a-service applications are implemented and deployed in a way that maximizes time-to-value for our clients. The consultant engages with the customer at all points through the customer journey, starting from sales, through implementation, to support ensuring a satisfying overall experience.
The Onboarding Consultant will be responsible for providing training and conducting workshops with customers and for demonstrating to product users how their business requirements are met using the Company’s Software solutions.
The Onboarding Consultant not only documents customer feedback and issues, but analyzes their root causes to find opportunities to improve the experience, whether it be product, implementation, documentation, training or process improvements.
Key Responsibilities
- Collaborate with project managers and implementation solution consultants to onboard new customers of 360factors’ software applications and address customer’s business requirements and pain points.
- Organize customer workshops both pre-sales and post-sales to quickly ramp up and deploy customers on Company’s software solutions. Workshops may cover configuration, training, and best practices. Workshop will be conducted both virtually and onsite at customer locations.
- Lead product demonstrations, both pre-sales and post-sales, including configuring demonstration systems, or developing any necessary use case scripts and flows.
- Conducts periodic webinar-based training sessions for customers, marketing, and sales teams.
- Produce video content of products and key features for internal training, external training, or sales demonstration purposes.
- Develop and refine training programs & materials using industry best practices and customer feedback.
- Capture customer feedback and coordinate with product management, product marketing, development, implementation, and support teams to drive product, implementation, documentation, training or process improvements.
- Engineer and refine product configuration worksheets, templates and guides for product implementation using industry best-practices to help customers quickly deploy Company’s products.
- Engage with customers to address concerns as well as provide best practices based on industry recommendations and ensure customers successfully deploy 360factors’s solutions to receive maximum value and benefits.
Experience Requirement
- 2-3 years of relevant experience in training users on software or SaaS solutions in a B2B environment
- 3-5 years of relevant experience in implementing software for customers or in conducting software product demonstration at a SaaS-based company
- Exceptional ability to communicate and foster positive business relationships with end-user business and technical users, as well as executive sponsors
- Technical software skills complemented by the ability to recognize the customer experience and customer satisfaction along with the ability to communicate that information to various technical and non-technical users.
- Deep understanding of customers concerns and interest regarding how customers use software products, and the ability to troubleshoot as needed and to identify the root cause of negative customer experiences and problems.
- Ability to travel (estimated 25% travel)
Desired Skill Set
- Experience in banking and/or financial services industry (ideally in a risk or compliance function)
- Experience in risk management or managing regulatory compliance, either using software (GRC) or with business processes for managing risk and compliance.
- Good communications in business professional environment, both verbal and written
- Outstanding presentation skills and customer presence, both in online/remote and in onsite meetings. Ability to influence customer with precise advice and guidance to reduce customer effort.
- While a technical background is not required, it is considered a plus. But must have experience in working with enterprise software applications in a business environment.
Required Behavioral Traits & Education
- Proven ability to execute on multiple projects at a time, while maintaining sharp attention to detail.
- Excellent listening, negotiation, and presentation abilities.
- Strong verbal and written communication skills.
- Trainer or teacher-like mentality, with a strong desire to help non-technical business users use software technology to improve their performance and conduct their job more effectively.
- Accountability and personal organization are essential, with a take-charge attitude.
- Ability to coordinate across various departments in a matrix organization.
- BA/BS degree in Business Administration, Sales or technically relevant field.
Send us your resume at [email protected] mentioning the position in subject line.