Customer Onboarding Coordinator

2 weeks ago

Crawley, United Kingdom Akixi Full time

Customer Onboarding Coordinator, Operations Department 

 

Location: Hybrid (once a week in Peterborough or Crawley)

Job Type: Perm & Full tome

Reports to: Operations department

 

 

About Akixi 

Akixi is a fast-growing and profitable privately-owned company based in West Sussex, UK. Our portfolio of cloud-based real-time call and contact analytics software is delivered through our network of IT and telecoms partners around the world and we have over 7,000 active customer sites. 

 

We are proud to have been recognised within the industry, winning the 'Best Analytics Platform' in the UC Awards 2020 and 'Best Call Management Solution' in the Comms National Awards 2020. 

Akixi is part of the Cisco Partner Ecosystem and a member of the Cisco Solution Partner Program. 

 

www.akixi.com  

 

Job Summary 

The Onboarding Coordinator role is a critical internal & customer facing Operational function which ensures that all customer orders and onboardings are coordinated and managed in a timely manner in accordance with defined processes, procedures & internal KPI’s.  

 

 

What Will The Successful Job Holder Be Like? 

Someone who is organised and detailed oriented who can work confidently independently but with strong communication skills and ability to effectively collaborate with internal teams. Someone with strong initiative, analytical, and with a curious nature, who can not only follow defined processes, but who can also problem solve and take proactive steps when issues arise. Someone with a strong work ethic, committed to getting the job done but who always keeps the customer experience at top of mind.  

  

Key Responsibilities 

  • Coordinate with Project Management Team to facilitate the onboarding process for new customers onto our internal systems  
  • Communicate with customers via email & telephone in a professional manner 
  • Process daily customer orders accurately within agreed SLAs 
  • Create new Service Providers in licensing systems, administer licenses, change license levels and manage licence portal user requests   
  • Maintain accurate records of orders, including customer details and product information 
  • Action customer product cancellations 
  • Setting up demo accounts when requested through the customer services portals 
  • Working with Account managers to facilitate all Software Assurance renewals and quotes  
  • Collaborate with support team to ensure any customer specific license requests are actioned 
  • Managing of Novatians process to move an end user from one reseller to another   
  • Collaborate with Finance and Revenue assurance team and other areas of the business, such as Sales, Operations, PMO and Engineering/ Product  

   


 

Qualifications and Experience – Essential 


  • At least 3-5 years experience in a similar environment
  • Data and order processing/Customer onboarding
  • Attention to detail 
  • Cross Departmental Collaboration 
  • Proficient in Microsoft Excel / Word / Outlook 
  • Able to manage multiple systems 
  • Communication / Customer Service 
  • Time management / Prioritisation 
  • Organisational & Reporting skills 

 

Qualifications and Experience – Desirable 

  • Process improvement 
  • Previous experience of working against KPIS/SLAs

 

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