Customer Onboarding Coordinator

5 months ago

Bath, United Kingdom Zahara Systems Ltd Full time

This is a full-time role, well suited to someone who has an interest in software and technology. We are looking for an enthusiastic, bright, confident people-person to be an integral part of our incredible team.Full training will be provided.

**Position Overview**

We are excited to be recruiting for our Customer Success Team to assist with onboarding and training new customers, as well as ongoing account management, upselling and additional consultancy for existing customers. We have a diverse customer base across multiple different industries and the key to success is understanding their requirements.

You will be working with a variety of organisations of different sizes and liaising with individuals at all levels. You will be an important part of our customer success team and will often be the first point of contact for a new customer. Having a passion for software and confidence to guide and advise customers through the onboarding journey and beyond is a must in this role.

You will take ownership of your own customers, ensuring the onboarding and training completes on time while building a rapport, instilling confidence, and ensuring they get the very best training possible. You will also assist with account management of new and existing customers, making regular contact to ensure customers are successfully using the software, addressing any concerns and driving retention throughout the customer life cycle.

**What we do**

Our software is designed and developed in Bath but used by finance teams all over the world. Now is an incredibly exciting time to join as we are a growing business and have recently launched an office in Australia, and we won’t stop there

As a company we are constantly innovating, improving, and seeking out the next idea. We aim to be the very best in our field, working closely with our growing global customer base to exceed their expectations.

As a team we are dedicated, hardworking, enthusiastic and supportive. We empower each other, encourage ideas and get the best out of every staff member.

**Workplace & hours**

This position is based in the Bath office and reports to the Customer Success Manager whilst working closely with other team members and staff from other teams in the business.

We operate a hybrid working model, although initially you will be required to work in the office during the 3-month probation period. Once this has been successfully completed, you will have the option to work from home 2 days a week.

The hours are Monday - Friday 9:00am to 5:30pm.

**Responsibilities**
- Working closely with customers to understand their needs and meet deadlines
- Effectively and efficiently complete customer set ups
- Deliver clear and cohesive training
- Be able to work within agreed timescales
- Respond to customer queries throughout the onboarding process
- Build strong relationships with new and existing customers
- Understand their experience of the software to assist in delivering value and reducing churn
- Encourage customers to utilise new features
- Represent the company's values and promote the benefits delivered by Zahara
- Summarise lessons learned during the lifetime of the onboarding process
- Assist with other projects in the business as required

**Skills and Abilities**
- Knowledge and desired experience
- Experience in customer service
- Excellent interpersonal and communication skills
- Self-motivation and a ‘can do’ attitude
- Strong organisation skills
- Empathy with the needs of the customer
- Ability to see tasks through to completion
- Ability to work on multiple projects at once
- Confidence to deliver training
- Account management / training experience (desirable but not essential)
- Knowledge of financial software (desirable but not essential)

**Team Zahara Perks**

Working in the beautiful city of Bath, we are a fast-paced and rapidly expanding SaaS company. Our small but growing team is full of talented and motivated individuals who enjoy coming into work. But these perks help just a little too:

- 23 days holiday (excluding bank holidays)
- Extra day off for your birthday
- Summer BBQ
- Christmas party including the annual Zahara awards
- Monthly bonus/commission

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

**Salary**: £24,000.00-£27,000.00 per year

**Benefits**:

- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Commission pay

Ability to commute/relocate:

- Bath, BA1 2JQ: reliably commute or plan to relocate before starting work (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

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