Manager overseeing client onboarding processes at Netwealth. Requires expertise in financial services and AML/KYC knowledge in a hybrid role.
About the role
- Customer Onboarding & Account Specialist onboarding and supporting bakeries with DecoPac’s Technology Solutions. Building strong relationships to ensure customer satisfaction and success.
Responsibilities
- Conduct onboard meetings.
- Conduct virtual Software demos, onboarding training sessions, and technology service support.
- Understand and analyze customer requirements and goals in order to effectively tailor services and program solutions that meet their needs and drive sales growth.
- In partnership with the Sales team, Develop and execute customized onboarding plans tailored to each customers specific requirements and objectives.
- Gather feedback from customers regarding their onboarding experience and use insights to enhance the onboarding process for future clients.
- Monitor customer progress and engagement with the software platform, identifying areas for improvement or additional training needs to ensure customer growth.
- Partner with Sr. Manager, the DecoPac Digital team, and the customer to provide support for DecoPac’s customer technology components to achieve customers’ goals.
- Become a subject matter expert on DecoPac technology solutions and implementation steps to support customers as needed in partnership with Sales.
- Partner with Customer Solution Analyst and facilitate a process for managing customer escalations.
- Solve problems with curiosity and creativity; embrace challenges and change.
- Collaborate with internal teams to develop customized solutions that align with customer objectives and deliver exceptional service experiences.
- Provide customers with full cycle program needs and set up including placement and product needs.
Requirements
- 2 years’ experience in training and/or customer support strongly preferred.
- Experience collaborating with customer to support software onboarding/learning a plus.
- Bachelor’s Degree in sales, business, communication, marketing, or software development preferred.
- Strong problem-solving abilities and a customer-centric mindset.
- Goal-driven and able to drive strategy and independently make recommendations for success.
- Ability to learn and retain new information and concepts.
- Project management and strong organizational skills.
- Attention to detail required.
- Strong interpersonal skills with the ability to relate to customers, peers, and management.
- Effective verbal and written communication skills.
- Must be will and able to execute administrative tasks as well as strategic initiatives.
Benefits
- All full time employees working an average of thirty (30) hours or more will be eligible to enroll in a comprehensive benefit package.
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