Filter by category

Filter by type

Customer Onboarding Specialist
at Scurri

go back to Customer Support Jobs
  • Wexford
  • fulltime

Description

Scurri has the Vision of Connecting Commerce by optimising the ordering, shipping and delivery process for customers.

Our culture and values are what set us apart! At Scurri, we live by our values: We love Our Customers, Family, Fun, Innovation, Lean and Success. We provide an open and positive work environment while ensuring our employees have the work/life balance they need. Work is not only challenging, but interesting and rewarding as well. We encourage employees to grow and develop throughout their career. Additionally, we definitely like to have fun as well. We organise events such as picnics, cinema and bowling nights, and more while providing opportunities to volunteer for charities. Our employees voted us a Great Place to Work in 2019. If you want to be part of something great, come join our team!

Scurri is seeking a highly motivated individual who is capable of handling a high level of complexity in a client facing environment.

The role is based in Wexford with the requirement for occasional travel, primarily across Ireland and UK, however may require Worldwide travel.

The Customer Onboarding Specialist will set up new customers for immediate success by facilitating the implementation process and help facilitate the introduction of new functionalities for existing customers. As a Customer Onboarding Specialist, you will educate new customers, help determine the best approach to integrate with Scurri’s product and API, define processes, help solve technical problems, and ensure smooth adoption of our products and services.

He/she acts as a primary contact throughout the onboarding/implementation process, and interfaces with customers, carriers, partners, 3rd party IT consultants, and internal resources. This key resource will be responsible for driving project start-up, account configuration, customer training, testing, and go-live. As required, the Onboarding Specialist also serves to ensure that the project phases and milestones are being properly executed and tracked, and that responsibilities/expectations and project status updates are provided to the customer and available internally. This position is responsible for delivering on-time onboarding projects. Occasional travel is required. The position is ideal for individuals who are organised, enthusiastic, and passionate about delivering an excellent customer experience.

 

RESPONSIBILITIES:

  • Facilitate the onboarding process for Scurri customers
    • Client facing, single point of contact responsible for the end to end client experience and satisfaction during the onboarding process
    • Collaborate with the client to develop and execute an implementation plan, establish clear expectations and provide transparency of timelines using project management principles and practices
    • Assist the customer determine the best approach to integrate with Scurri’s product and API, define and document the integration process
    • Complete onboarding tasks, including the creation and configuration of accounts and users, the configuration of carriers and supporting the implementation of API integrations
    • Configure Scurri in order to meet customer business requirements
    • Assist the customer with training and usage of the Scurri solution
    • Assist the customer with the integration testing process
    • Verify that solution functionality is accurate and complete
    • Identify and communicate implementation issues and escalate to appropriate parties
    • Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps
    • Manage onboarding activities via phone, teleconference, email and in person
  • Cultivate strong relationships with clients, carriers and external partners to deliver quality service
  • Manage multiple onboarding projects to ensure client satisfaction
    • Coordinate activities across multiple projects and with multiple clients, carriers and where required our internal development team, 3rd Party IT teams and partners
    • Responsible for working with internal and external resources to drive the successful completion of a project
    • Prioritise tasks to meet customer expectations
    • Own and drive identification, transparency, escalation, and resolution of risks and issues to closure
    • Manage and coordinate client and internal partner communication and status updates
  • Develop specialised expertise on all products, services, and internal tools/systems
  • Identify and implement opportunities for process improvements
  • Assist with documentation by creating and keeping both internal and online customer facing onboarding documentation up to date and valid
  • Business Support
    • Support Sales Managers and the sales process with identifying solutions, client presentations and in person client visits
    • Collaborate on strategic business initiatives as a Subject Matter Expert or Project Manager
  • Occasional travel, primarily across Ireland and UK, however may require Worldwide travel

Requirements

  • Strong interpersonal skills and experience showing ability to establish strong working relationships with clients and colleagues
  • 2-3 years experience in a customer facing role
  • Technically minded and skilled at explaining complex scenarios
  • General understanding of B2B, e-commerce, electronic data flow
  • Experience with Google Suite and Internet applications
  • Proven analytical, problem solving and troubleshooting skills
  • Experience working with targets and deadlines both as a team member and individually
  • Experience in working with high volume customers with proven ability to keep organised and multi-task
  • Proven continuous improvement mindset
  • Proven team player
  • Proven ability to meet established timelines both personally and in a team environment to meet deadlines in a fast paced environment

Preferred

  • BS/BEng Degree
  • Proven ability to serve as a primary contact for a new customer implementation that includes all phases of project lifecycle: kickoff, configuration, testing, and go-live
  • Proven capability of applying project management methodology to develop an implementation plan and execute deliverables
  • Experience in testing software, or working with customers on testing processes
  • Experience in configuring software applications, based on customer specifications
  • Experience in training customers on application software including conducting training webinars or one-on-one customer training sessions
  • Experience with creating and updating process flows with tools such as Visio or Lucidcharts
  • Familiarity with JSON & XML
  • 5 years or more relevant business experience, including client facing roles
  • Ability to soundly execute quantitative and qualitative analysis, draw salient conclusions and present information in a concise and effective manner
  • Qualifications and experience in Lean methodology

Skills

  • Strong interactive personal and communication skills and ability to influence others for positive results
  • Patient and courteous
  • Excellent communication skills both written and verbal along with great listening and questioning skills
  • Positive attitude and language
  • Ability to work effectively with demanding customers
  • Very strong attention to detail
  • Strong technical aptitude with logical thinking
  • Creative problem solving and critical thinking, with solid decision making abilities
  • Self-motivated and action-driven with the ability to take initiative, execute and follow-through
  • Well organised with superb time management skills
  • Able to allow for contingencies, prioritise multiple and potentially overlapping customer requirements
  • Personal, adaptable and flexible with the ability to work successfully in a high-energy, fast paced, rapidly changing environment is necessary

Benefits

At Scurri we feel it’s important to hire highly motivated and talented people, make sure they are looked after and to give them the tools and the freedom to get things done. We judge your performance by the impact you have. Our main requirement is that you follow our values and focus on the mission. We are proud to be recognised as a 2019 “Great Place to Work”

  • Competitive commission structure
  • Company pension - Matched 3% employer contribution
  • Company Health Scheme - VHI
  • Snacks - Tea, coffee fruit, ice cream and other surprises to keep you fuelled
  • Discounted Gym Membership
  • Cycle to work scheme
  • Annual company day, regular all-company socials
  • Social Club - Camping, Kayaking, nights out etc
  • Ongoing Training
  • Paid volunteer time
  • Ultra modern offices and facilities

You need to be logged in to apply. Login or create an account.
Is this job ad fake? Report it!   


other jobs at Scurri

fulltime Mid Level Software Engineer (Python) at Scurri in Wexford
04-02-2020
fulltime Sales Solution Engineer/ Evangelist at Scurri in Wexford
04-02-2020