Location: Remote - Australia
This role is responsible for the successful onboarding of new customers globally, as allocated. This position will require you to work directly with the clients to assist with data conversion and implementation, provide guidance on best practices, and coordinate with NewBook trainers to ensure pre and post-live support is provided.
Key Responsibilities
Onboarding and Service:
- Manage the overall setup program for clients, including timelines, milestones, and deliverables.
- Serve as the primary point of contact for clients during the implementation process to gather and transition their data onto the company's platform or system.
- Address client inquiries, concerns, and requests promptly and professionally.
- Maintain a high level of customer satisfaction throughout the setup and implementation phases.
- Ensure data integrity and accuracy during the transition process.
- Data entry of complex client data.
- Collaborate with technical teams to resolve data-related issues.
- Offer expertise in interpreting and analyzing custom and complex data sets to provide insights and guidance to clients.
- Assist clients in leveraging the product to derive actionable insights from their data.
- Identify potential risks and challenges during the setup and implementation process.
- Develop mitigation strategies and contingency plans to address and minimize risks.
- Regularly assess and report on the status of identified risks.
- Coordinate cross-functional teams to ensure all aspects of the implementation are on track.
Live Day Preparation:
- Work closely with training team to assist them for their "live day," which will involve the launch of their database, ensure importing and setup requirements are met.
- Provide guidance and support to trainers and clients during the transition to live operations, addressing any questions or concerns they may have.
Client Support:
- Troubleshoot technical problems customers encounter, guiding them through step-by-step solutions and employ active listening to fully understand customers' needs and provide accurate solutions.
- Offer ongoing support to training department for clients after the live day.
- Collaborate to escalate and resolve complex technical issues efficiently and notify/escalate client concerns to senior management / customer success.
- Achieve customer satisfaction metrics and contribute to improving customer experience.
Self-Leadership:
- Continuously update your knowledge and skills related to the company's offerings and industry trends.
- Stay informed about changes and updates to the company's products or services.
- Take the initiative to identify areas for improvement in the client training process and suggest enhancements.
Documentation and System Management:
- Maintain and log detailed records of onboarding clients requirements, progress, and feedback in Confluence and related programs.
- Maintain Knowledge Base and Confluence.
Key skills and experience
- Strong problem-solving skills and the ability to assess and mitigate risks.
- A customer-focused work ethic with demonstrated experience in customer service.
- Ability to build strong relationships with clients and peers.
- Strong technical acumen.
- In-depth knowledge of the company's product or service, including its technical aspects.
- Excellent verbal and written communication skills.
- Empathy and patience in handling customer inquiries and challenges.
- Proficient in conducting engaging and informative training sessions.
Additional Information
- Flexible working hours may be required to accommodate clients in different time zones.
- Training and ongoing professional development will be provided to enhance your product knowledge and training skills.
- Opportunities for career advancement within Newbook may be available based on performance and company needs.
Measures of Success
- Client SLA targets met.
- Contributes to improving processes.
- CSAT.
- Can proactively address and deescalate clients to reduce risk of churn.
- Accuracy and quality of work is maintained at a high quality.
- Agreed KPI’s are consistently met.
This role is critical in ensuring a seamless and successful transition for clients from the setup phase to full implementation. By offering exceptional customer service, expertise in the product, and effective program management, the Setup and Implementation Specialist plays a vital role in enhancing client satisfaction and achieving successful implementations.
About Us:
At Storable, we’re redefining property management for specialty real estate. Tailored for the RV & camping industry, we provide the industry’s leading all-in-one technology platform, Newbook. Our solutions integrate management software, reservation tools, websites, online bookings, payments, and more to simplify operations, delight guests, and drive revenue growth. Explore our platform solutions at www.newbook.cloud.
Storable is the AI-powered end-to-end platform for specialty real estate. Our connected platform seamlessly integrates management software, marketplace listings, websites, CRM, insurance, payments and more. Built for self-storage, marine, and RV & camping operators, Storable helps you win more every day.
Benefits and Perks:
- Competitive salary + Super
- 4 weeks of leave, accrued throughout the year
- Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! Storriors have been able to enroll in SCUBA certification classes, travel overseas, and redo their back patio, among many other things.
- 8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events.
- 8 hours of Rest, Relax, Recharge time to care for your mental health.
- Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops
- Fully-paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively.
- ’Paw’ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment.
- Caregiver Leave: four weeks of fully paid time away from work to care of aging dependents or family members, if needed.
- Fertility care support options to help in your journey towards parenthood.
- Access to financial experts to help you make informed decisions and achieve your financial goals.
