Client Onboarding Specialist
Description
Position at HotSchedules
HotSchedules Client Onboarding Specialist
Job Overview
New and existing HotSchedules customers rely on the Client Onboarding team to receive access and training on their purchased products, as well as consultancy on best practices based on the cumulative industry experience of the team.
The HotSchedules Client Onboarding Specialist is responsible for managing the deployment of a variety of HotSchedules products for new and existing clients. During this time, the Specialist will gain sufficient insight into a client’s operations and subsequently advise them on how to best utilize the HotSchedules products to drive operational efficiency on behalf of the customer. This position requires an individual to independently manage a customer’s implementation project to completion, while ALWAYS providing superior service and hospitality.
This role is critical to the early engagement, happiness and longevity of our customers and serves as a single point of contact and consultancy as our customers begin their journey with HotSchedules.
Job Responsibilities
Gather requirements from both the sales organization and the customer in order to build an implementation plan that suits the customer’s desired goals and adequately solve the operational challenges which led them to purchase HotSchedules.
Manage the successful configuration and integration of a customer’s software purchases, ensuring that the setup allows the customer to utilize the tools in conjunction with their existing operational infrastructure.
Provide customer-facing training on all purchased products.
Host virtual training sessions and phone calls.
Occasional travel to host onsite training will be required.
Deliver excellent customer service:
Build rapport, listen and make customers feel comfortable at all times
Inspire lasting confidence in both the HotSchedules teams and products
Feel empowered to make the necessary judgement calls you need to make in order to keep customers engaged, happy and able to quickly see a return on their investment
Be conscious of the customer’s time and identify/escalate if you sense that they are frustrated
Keep accurate records to ensure that other departments have the information they need
Independently be able to manage your time and resources
Track and escalate customer issues that come up during deployment
Manage the customer’s transition to Customer Care team or dedicated Customer Success Manager once training is complete
Qualifications:
Proficient in Google Apps (Gmail, Docs, Slides, Sheets, Keep, etc.)
Hospitality mindset
Restaurant or other shift-work experience is preferred
Able to multitask on projects and tasks while working independently and efficiently
Self-motivated, perceptive, and organized
Excellent communication skills
Assist management by identifying opportunities for operational improvement