Onboarding Coordinator

As an Onboarding Coordinator, you will handle all aspects of getting a new customer live with the client’s product offering. You will use industry and hospitality experience to delight the customers as you guide them through the implementation process and be their single source of truth during the onboarding ramp period. You will work cross-functionally with internal partners and department heads to ensure the customers' successful integration into the client's family. You will become an expert at using the product and at showing the customers how to use it, making sure customers are live at their requested date and reducing churn by ensuring they are fully prepared to use the software.

Job Responsibilities

• Single point of contact responsible for all communication between the client and the customer during the product onboarding process, from the close of the initial sale to go-live and handoff to Account Management
• Develop, execute, and lead a project plan specific to the customer, ensuring deadlines are met
• Multi-task and manage a large portfolio of diverse merchants with different software and hardware requirements
• Understand business priorities and how to prioritize customers based on their stage in the process
• Develop an expert knowledge of the client’s product offering and be able to offer insight and entry level support as needed
• Advocate on behalf of the customer, bringing a “Customer First” approach to the Onboarding Process
• Advise on configurations and upsell customers on hardware and additional software
• Work closely with our Sales, Payments, Fulfillment and Account Management teams to help facilitate a seamless onboarding experience.

Requirements

• At least 2 years of customer service experience, with hospitality experience preferred
• At least 1 year of experience in the project management space, or equivalent experience
• Restaurant POS experience is a plus, but not required
• Experience with HubSpot preferred but not required
• Embraces and is an ambassador of the client's culture
• Committed to professional development including soft skills, product knowledge, integrations and industry knowledge

System Requirements

• At least 15mbps for the main internet and at least 10mbps for backup
• A desktop or laptop that has an i5 processor with at least 8 GB RAM and an i3 processor for backup
• Note: Back-ups should still be able to function when there is a power interruption
• A webcam
• Noise-canceling USB Headset
• Quiet, Dedicated Home Office
• Smartphone

Benefits

• Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.

• Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.
• Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.
• Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.
• Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.
• Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.