In this wide-ranging role, you will be responsible for providing customer onboarding and tailored training. Providing a detailed knowledge of the system, coupled with a comprehensive understanding of customer needs, will ensure a tailored and world-class service.
The ideal candidate will be passionate about showcasing their technical product knowledge in a customer-centric environment.
Main Responsibilities
- Provide first-class customer service tailored to each customer's need.
- Plan, manage, and educate customers as they adopt and implement the product as their new invoice management system.
- Transfer customer learning and development experience into practical and focused product help material.
- Ensure the team is kept aware of the implementation milestones, the project atmosphere, and challenges.
- Consult with customers and design technical bespoke report specifications for the Development team.
- Be a mentor for the Implementation Specialists.
- Maintain full product knowledge of services and features available to customers by independent testing or organising collaborative team testing sessions.
- Perform user acceptance testing on new and enhanced features on both the mobile app and web portal products.
- Work as part of a busy operational team to deliver world-class customer service to all company stakeholders.
- Maintain and produce operational documentation to a high standard
- Responsible for Identifying, generating, and communicating product enhancement ideas to product development.
- Form part of the Service Delivery Senior team.
Essential Requirements
- Minimum of 2 years of Onboarding Project management experience or Application Support.
- Sound technical knowledge including but limited to SFTP, API, data processing.
- Experience in using data mining tools.
- Strong analytical and problem-solving skills.
- Excellent communication and customer skills.
Desirable Requirements
- Experience working within a high-pressured operational environment.
- Proficiency in all Microsoft Office applications and SQL database management systems.
- Experience in providing customer training on-site or online.
- Experience and knowledge of how to link business systems to improve business processes.