Required Onboarding & Implementation Manager
The Service Delivery Team will work to support our Global Customer Success and Account Management teams. The Customer Success team is responsible for building relationships and helping clients increase their workforce management through consultation, education, and support.
Ideal candidates will have the ability to drive strategy coupled with a willingness to roll up their sleeves and execute the tactics.
You will:
Maintain a high level of product proficiency. Fully understand the features and limitations of our entire suite of products and provide innovative and creative solutions.
Navigate internal resources and get answers to your questions, addressing issues end-to-end in a timely manner
Complete individual client requests independently, using your judgement and problem-solving skills
Work closely with Account Managers and Customer Success Managers to ensure appropriate follow-up of identified customer needs.
Serve as a point of contact between internal and external stakeholders on all inquiries
Support the onboarding of employees with ICP by way of ensuring all required documents are received uploaded and sent to appropriate contact while maintaining excellent levels of GDPR
Support the Account Manager and CSMs with creating cases in SF and managing each case in collaboration with Account Manager/CSM until case is closed
Offer improvement on all ongoing processes
Adhere to all internal SLA's and ensure they are met.
The Service Delivery Team will work to support our Global Customer Success and Account Management teams. The Customer Success team is responsible for building relationships and helping clients increase their workforce management through consultation, education, and support.
Ideal candidates will have the ability to drive strategy coupled with a willingness to roll up their sleeves and execute the tactics.
You will:
Maintain a high level of product proficiency. Fully understand the features and limitations of our entire suite of products and provide innovative and creative solutions.
Navigate internal resources and get answers to your questions, addressing issues end-to-end in a timely manner
Complete individual client requests independently, using your judgement and problem-solving skills
Work closely with Account Managers and Customer Success Managers to ensure appropriate follow-up of identified customer needs.
Serve as a point of contact between internal and external stakeholders on all inquiries
Support the onboarding of employees with ICP by way of ensuring all required documents are received uploaded and sent to appropriate contact while maintaining excellent levels of GDPR
Support the Account Manager and CSMs with creating cases in SF and managing each case in collaboration with Account Manager/CSM until case is closed
Offer improvement on all ongoing processes
Adhere to all internal SLA's and ensure they are met.
Requirements:
3+ years previous experience in customer service or customer success
Exceptional communication and presentation skills
Strong team-working skills, ability to adapt to a fast-paced, international work environment with a passion for making an impact
Customer-First attitude and approach to all your day to day interactions with your customers
Ability to effectively prioritize tasks and manage time, even under high- pressure situations
Fluency & excellent communication skills in English. Additional languages an advantage.
3+ years previous experience in customer service or customer success
Exceptional communication and presentation skills
Strong team-working skills, ability to adapt to a fast-paced, international work environment with a passion for making an impact
Customer-First attitude and approach to all your day to day interactions with your customers
Ability to effectively prioritize tasks and manage time, even under high- pressure situations
Fluency & excellent communication skills in English. Additional languages an advantage.
This position is open to all candidates.
