Onboarding Executive

7 months ago


Norwich, United Kingdom Pivotal Full time

**About the role**

We are seeking a dynamic, highly organised and driven individual to join our team at Digital Marketing Agency in Norwich. As an Onboarding Executive, you will play an important role in ensuring the successful implementation and adoption of a SaaS (Software as a Service) - based inventory and order management system for clients. Your primary focus will be to guide clients through the onboarding process, providing expert assistance, training, and support to help them seamlessly integrate our solution into their business operations.

**Key Responsibilites**:

- ** Client Onboarding**: Lead end-to-end onboarding processes for new clients, ensuring a smooth transition from initial engagement to system go-live. Collaborate with cross-functional teams to gather client requirements, establish project timelines, and manage expectations.
- ** Needs Assessment**: Conduct thorough needs assessments with clients to understand their unique business requirements, processes, and pain points. Translate these insights into tailored onboarding plans that address specific client needs.
- ** Solution Configuration**: Collaborate with the technical team to configure the SaaS solution according to client specifications. Ensure that the system is set up to align with the client's inventory and order management workflows.
- ** Training and Education**: Develop and deliver comprehensive training sessions to educate clients on the features, functionality, and best practices of our SaaS solution. Provide training both remotely and on-site, depending on client preferences.
- ** Technical Support**: Serve as the primary point of contact for client inquiries and issues during the onboarding phase. Troubleshoot and resolve technical challenges, working closely with the support team to ensure timely and effective solutions.
- ** Data Migration**: Coordinate data migration efforts, assisting clients in transferring their existing inventory and order data into the new system. Validate data accuracy and integrity post-migration.
- ** Customization**: Work with the development team to facilitate necessary customizations or integrations that align with client requirements. Ensure that any custom features are properly integrated and tested.
- ** Progress Tracking**: Maintain accurate records of onboarding progress, documentation, and client interactions in the designated systems. Provide regular updates to clients and internal stakeholders on project status.
- ** Feedback Collection**: Gather feedback from clients regarding the onboarding experience, system usability, and overall satisfaction. Use this feedback to continuously improve the onboarding process and enhance the product.
- Desirable_s:

- Experience in client onboarding, training or teaching, customer success, or a related role, preferably within the SaaS or software industry.
- Understanding of inventory and order management processes.
- Exceptional communication and interpersonal skills, both written and verbal.
- Ability to explain technical concepts to non-technical audiences.
- Detail-oriented with excellent organisational and project management abilities.
- Problem-solving mindset and the ability to thrive in a fast-paced, dynamic environment.
- Proficiency in using project management and communication tools.
- Willingness to travel occasionally for on-site client training and support.
- Ability to work independently and manage multiple priorities
- Good understanding of the eCommerce industry

**Why Pivotal?**

Come join us as a Onboarding Executive in our dog-friendly, vibrant city centre office and receive the following:

- Salary range between £22,000 - £25,000 DOE plus benefits package.
- Once qualified, you will be entitled to the bonus.
- Full training will be provided
- Collaborative and inclusive work environment.
- Continuous learning and growth opportunities.
- Chance to make a significant impact on clients' businesses through effective onboarding.

*Please note: This is a mainly office-based role, and we are looking for applicants local to Norfolk, UK*

**Please attach your CV and any other supporting information if available (Portfolio, covering letter etc).**



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