Senior Customer Onboarding Specialist

Purpose of the Role

The Customer Onboarding Team’s mission is to ensure all clients receive the best customer experience when onboarding to Partnerize and understand the true value of Partnerize to grow revenue.

As a Customer Onboarding Senior Specialist, you will support our clients during their first months of working with Partnerize through platform training, onboarding their partners, preparing their programme and consulting on best practices.  These customers will be primarily in the hiring region but may also be global. Therefore, customer-focused experience (minimum 2 years) and project management skills will be key to be successful. 

You will help in supporting internal and customer-facing projects to improve the onboarding experience, support existing customers and provide training to new customers and internal teams, while supporting junior members of the team.

Core Responsibilities: 

• Conducting onboarding meetings: 

• Responsible for scheduling and conducting onboarding calls or meetings with new customers. 
• During these sessions, you will introduce the customer to the onboarding process, provide guidance on how to get started, and answer any questions the customer may have.

• Managing the onboarding process: 
• Responsible for managing the non-technical aspects of the onboarding process for new customers, from initial contact to successful training and handover. 
• This will involve coordinating with multiple teams, such as customer success or technical onboarding, to ensure a smooth onboarding experience.

• Reporting: Responsible for ensuring internal reports within Salesforce are updated on a regular cadence and highlighting any potential risks 

• Partner Migration: Assisting clients migrate partners onto Partnerize from another provider

• Onboarding Support / Training: 

• Responsible for coordination and actioning platform support tasks on behalf of the client prior to launch (E.g uploading of creative assets/configuration of commission rules)
• Conducting training sessions on how to use the Partnerize Platform
• Creating documentation for both internal and external use

• Team management:
  • Providing guidance and training to junior members of the team
  • Ensure your team meet the agreed SLAs/KPIs

Required Qualifications & Skills: 

• Client or customer support experience (minimum 2 years)
• Project management experience
• Excellent communication skills with the ability to translate technical information to a non-technical audience
• Teamwork, strong work ethic and enthusiasm to learn
• Strong attention to detail
• Strong prioritisation and organisational skills
• Strong interpersonal and soft skills
• Comprehensive computer literacy
• Problem-solving skills

Desired Skills: 

• Ability to present and lead meetings confidently
• Proficient in using Excel / Google Sheets to manipulate data (E.g formulas)
• Experience in conducting training sessions 
• Experience in digital marketing
• Experience writing guides and training material
• Marketing, Advertising or Business degree
• Team coordination experience

US Benefits & Perks

• Flexible Time Off Policy – Take the time you need
• Enhanced Parental Leave: 16 weeks for birth parent, 8 weeks for non-birth parent at full pay after one year employment
• Robust Company Sponsored Health & Welfare Benefits
• 401k Plan – 4% employee match
• Enhanced Wellness Program including access to EAP, Wellness Coaching & Wellness Programs
• Regular company events and activities