Customer Onboarding Specialist

Position Overview

We are seeking a highly motivated and detail-oriented individual to join our technology business as a Customer Onboarding Specialist. You will play a crucial role in supporting our team in New Zealand by being the face of our company for our US-based customers. This is a multi-faceted role to support our small (but growing!) US customer base.

This position requires excellent communication skills, a customer-centric mindset, and the ability to manage multiple projects.

Responsibilities

Customer Onboarding

- Guide new customers through the onboarding process and ensure a smooth transition to our platform.

- Identify and create information relevant to their business including copywriting, SEO optimisation, graphics/design.

- Assisting the customer with setting up 3rd party integrations and payment gateways for ecommerce

- Follow up with customers who are not supplying content required for site build

- Relaying customer feature requests identified during the build process to the product team

- Educating customers on website best practices.

- Coordinating a variety of projects to ensure they are delivered on time and to budget

- Assisting with other customer onboarding tasks as assigned from time to time.

- Facilitating a smooth transition from onboarding to customer success and support.

- Other tasks and responsibilities as may be assigned from time to time

Customer Support

- Provide timely and professional assistance to customers both via our US-based reseller and directly, through various channels (email, chat, phone).

- Collaborate with the New Zealand team to ensure a seamless customer support experience and maintain a high level of customer satisfaction.

- Document customer interactions, inquiries, and resolutions accurately in the CRM system.

- Identify patterns in customer inquiries and collaborate with the team to develop resources (knowledge base, FAQs) to enhance self-service support options.

Customer Success

- Proactively engage with customers to understand their goals, challenges, and feedback, and provide solutions to optimize their experience and drive customer success.

- Collaborate with the New Zealand team to develop and deliver customer success programs, including training materials, webinars, and best practice guides.

- Monitor customer usage patterns and identify upsell or cross-sell opportunities to the sales team.

Qualifications and Skills

- 2+ years of experience in customer onboarding, customer success or another customer-facing role.

- Strong interpersonal and communication skills.

- Excellent organizational and multitasking abilities, with a keen eye for detail.

- Tech-savvy with a solid understanding of technology products and services.

- Proficiency in using CRM systems and other customer support tools (some experience of Microsoft Dynamics preferred).

- Self-motivated and able to work independently, while also being a team player.

- Ability to adapt quickly to changing priorities and handle a high volume of customer inquiries.

- Prior experience in a technology business or SaaS environment is preferred.

- Knowledge of or experience in the US pharmacy industry is a plus.

- Fluency in English is required, and knowledge of additional languages is a bonus.

Location

This is a remote position supporting our US-based customers and reporting to our New Zealand-based COO. There is an expectation you will collaborate with the New Zealand team during mutual working hours. Some flexibility in working hours may be required to accommodate customer needs.

Join our dynamic team and be part of a fast-growing technology business that values innovation, customer success, and teamwork. Apply today to contribute to our mission of providing exceptional customer onboarding and support in the technology sector.