Customer Onboarding Executive

6 months ago

Coventry, United Kingdom Imail Comms Ltd. Full time

**JOB DESCRIPTION AND PERSON SPECIFICATION**

**Job Title**:
**Customer Onboarding Executive**

**Reports to Job Title**:
**IT Manager / Director**

**Department**:
**Service Desk**

**Location / Site: Home /Office**

**Coventry - 3 days a week office based**

**Postion Code**:
(HR to Complete)

**Intro**

**The Role**

**In House Training & Progression**

**Key Duties & Responsibilities**:
Imail comms are a fast-growing organisation within the digital comms marketplace. Due to continued growth, an exciting opportunity has arisen within the Service Desk team, responsible for onboarding and supporting all new and existing customers.

The Customer Onboarding Executive’s role will be to liase with clients and assess their needs and requirements. This will then allow them to introduce them to the correct methods/services within Imail. This will involve setting up user accounts and helping customers through the initial testing stages.
- In-depth training around all aspects of Imail products and systems.
- 1-1 mentoring in onboarding Imail clients.
- Document composition training using our Quadient Evolve software.
- Courses and further development opportunities offered to all staff.
- **Customer Onboarding**:
Serve as the primary point of contact for new customers during the onboarding process.

Conduct onboarding sessions and walkthroughs, ensuring customers are proficient in using our products/services.

Customize onboarding plans based on individual customer needs.
- **Document composition**

Be able to create, edit, and format documents.

Import and integrate data from various sources into documents, such as spreadsheets, databases, or CRM systems.

Ensure data accuracy and consistency in documents.

Develop and maintain document templates, including letterheads, headers, footers, and other standardised elements.
- **Product Knowledge**:
Develop a deep understanding of our products/services and their value propositions.

Stay updated on product updates and enhancements to effectively educate customers.
- **Issue Resolution**:
Address and resolve any customer concerns or issues during the onboarding process.

Collaborate with the technical support team when necessary to ensure prompt issue resolution.
- **Documentation and Reporting**:
Maintain accurate records of customer interactions and progress during onboarding.

Provide regular reports to the Customer Onboarding Manager on onboarding progress and customer feedback.

**People Management Responsibilities**:
N/A

**Person Specification**

**Education / Qualification / Certification Requirements**:
Completion of a relevant degree such as Business Management or equivalent experience is useful but not essential

**Experience, Knowledge, and Skills**:
You will ideally have experiance in onbording customers into a workplace. Prior experiance within mail preferable but not essential.

You must be able to demonstrate the competence in each of the following areas:

- Strong understanding of customer onboarding best practices.
- Familiarity with CRM software and customer onboarding tools.
- The ability to quickly learn the Imail products and services.
- A strong user of Microsoft Excel

You must have:

- Previous experience in a fast-paced working environment
- A proactive, enthusiastic, and reliable approach to work
- Excellent attention to detail, and a methodical and well-organised mindset
- The ability to work under pressure
- A strong customer focus
- Excellent interpersonal and communication skills, both written and verbal.
- Strong problem-solving and critical-thinking abilities.
- Ability to work independently and as part of a collaborative team.

**Key Stakeholders (Internal / External)**

**Contact (role)**

**Frequency**

**Purpose**

**IT Manager**

**Daily**

Business reporting

**Health & Safety Responsibilities**:
Ensure that all Health and Safety policies and procedures are complied with within own area of control (as stated in the employee handbook/displayed at the location) in line with Location Site Risk Assessments

**Selection Process**

**Authority**

Authorised by:
Full Name:
Job Title:
Board Member Sign Off:
Date:
**Job Holder Acknowledgement of Receipt**:
I acknowledge receipt of this job description and confirm that I am fully conversant with its contents

Signature:
Full Name:
Date:
Pay: £25,000.00-£35,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- On-site parking
- Work from home

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Coventry, CV3 4LH: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Coventry, CV3 4LH

Reference ID: OnBoard2

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