Onboarding Specialist

6 months ago

Belfast, United Kingdom Lightyear Pty Ltd Full time

**The Organisation**

Lightyear is the fastest growing fintech in Northern Ireland, streamlining accounts payable solutions on its innovative cloud-based product since 2018. Working across all major regions and various industries worldwide, it’s our People who drive our success. Based from both Belfast and Sydney, we are a recognised Best Place to Work employer and are seeking to pursue explosive growth globally.

**Team and Role Description**

The Inside Sales and On-Boarding Team provide account set up and training services to businesses & partners ensuring that our software is successfully embedded within their processes. This will involve scoping and project planning the implementation of our software predominantly focused on mid-sized and large customers.

**Onboarding**
- Ensuring our customers’ accounts are set up and activated correctly to meet their business process needs.
- Preparing and managing the on-boarding for all inbound and sales ready leads.
- Tracking the customers on-boarding journey through the CRM.

**Training**
- You will be delivering/creating in depth product training to ensure our customers become product experts and can move to a self-help SaaS model.
- Daily, Weekly, Monthly check ins with follow up training will need to be delivered depending on the customer.
- Training will be done through multiple channels; video conference, in person and recorded.
- You will be responsible for creating training materials and delivering webinars.
- Creating training modules defined by the customer size which is defined by invoice volume and complexity of the businesses’ requirements. Ensuring every customer completes training feedback forms to ensure you are delivering a 5-star service.
- Delivering internal training to team members on feature releases.

**Support**
- On occasion you will need to lean in with the support to team depending on business needs.
- Maintain our stellar customer service reputation by meeting and exceeding our satisfaction KPIs.
- Escalate product issues and raise enhancement requests to our Product/Technical Team for consideration.
- Review outstanding cases on a regular basis to ensure nothing slips through the cracks.
- Mapping invoices when required to improve the business process flow.
- Ensure all care related activities are recorded accurately and maintained within Zendesk.
- Relaying insights back to the business gathered from interactions with clients.
- Gather feedback on how we can improve the overall customer/product experience.

**General**
- Adhere to all company policies, procedures, processes and working practices, including those on Data Protection, Equal Opportunities and Health and Safety, in every aspect of your work.

**Essential Criteria**:

- 2+ years’ experience in an implementation and training role on software solutions.
- An aptitude for technology and the ability to learn new systems with ease.
- Exceptional verbal and written communication skills.
- Excellent listening skills; understanding and compassionate.
- A natural ability to influence people.
- A creative approach to problem solving.

**Benefits**
- Competitive salary.
- 22 days annual leave plus 10 public holidays increasing to 25 days annual leave with length of service.
- Career Development paths - the means to take your career to the next level with defined job tiers and the support, learning and development to get there including training plans.
- Focus on work-life balance with a flexible approach to working arrangements.
- Family-friendly policies.
- Focus on Health and Wellbeing including access to Mental Health support.
- Corporate Social Responsibility and Company/Team Social events and activities - an opportunity to get involved and give back as well as have fun
- State of the art office environment in Titanic Quarter, close to the city centre, shops and major transport routes.
- Free snacks, drinks & coffee.
- Free Car Parking and easy access to public transport.
- Access to on-site gym and other facilities.

**Additional information**:
Lightyear is an Equal Opportunities employer. Appointments are based on merit.

The Company reserves the right to change your duties from time to time, or to transfer you to suitable alternative work in response to changing business needs.

**Job Types**: Full-time, Permanent

**Salary**: £25,000.00-£30,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Discounted or free food
- Free parking
- Health & wellbeing programme
- On-site gym
- On-site parking
- Paid volunteer time
- Referral programme

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Performance bonus

Application question(s):

- Are you based in Northern Ireland?

**Experience**:

- Implementation and Training on software solutions.: 2 years (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

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