Onboarding Specialist ensuring successful software implementation for new customers at OneQrew. Facilitating trainings and workshops while collaborating with sales and support teams.
About the role
- Coordenador(a) de onboarding liderando a equipe responsável por uma experiência personalizada para novos clientes na Gedanken. Colaborando com diversas áreas para garantir a satisfação do cliente e o sucesso da implementação.
Responsibilities
- Coordinate and develop the team responsible for onboarding new clients;
- Ensure efficient processes with a focus on time-to-activation, customer satisfaction and preparing clients for continued success;
- Monitor KPIs such as onboarding time, CSAT, NPS, adoption rate and early churn;
- Create, review and optimize workflows, playbooks and onboarding materials;
- Collaborate with Sales, Product, Solutions, Implementation and Support to ensure smooth transitions aligned with client expectations;
- Hold alignment meetings with clients and handle conflict resolution when necessary;
- Act as the escalation point for critical situations during onboarding;
- Identify opportunities to improve the process and regularly share client feedback with Product and Operations;
- Conduct training, 1:1s, feedback sessions and performance evaluations for the team.
Requirements
- Previous experience in Customer Success, Implementation or Onboarding;
- Experience in team leadership or coordination;
- Experience with vendor/supplier onboarding and approval processes and/or tools;
- Ability to engage, develop and motivate cross-functional teams;
- Excellent verbal and written communication skills;
- Strong analytical skills to interpret data and make indicator-driven decisions;
- Proactive, organized and process- and results-oriented.
Benefits
- ✨ Cost allowance
- 🎂 Birthday Day Off
- 🌞 Short Friday or Long Friday
- 💰 Profit sharing (PLR) according to current policy
- 🌍 3-Year Passport: a flight to anywhere in the world after 3 years with the company — a reward for those who help build with us long-term.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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