Service Onboarding

2 months ago

Blackburn, United Kingdom Maintel Full time

At Maintel we’re focused on delivering outcomes - not technology. We partner with some of the world’s leading technology companies and wrap around the skills and services from our professional and managed services teams, to help our customers achieve their goals.

We are a fun, dynamic company with a team of over 500 people who are passionate about what we do - providing cloud communications and managed services solutions. We are looking for like-minded people who share our enthusiasm and want to be part of an innovative, fast-paced environment.

**JOB SUMMARY**

As a Service Onboarding & Renewal Specialist you will be responsible for the delivery of our customer onboarding journey. You will lead the process, build excellent relationships with our customers, and provide a visible presence to your internal counterparts throughout the business. You will take ownership and responsibility in the engagement of the the relevant teams internally and at the appropriate times, facilitating and providing clear structure to meetings to reach conclusion quickly and succinctly. Your aim is to obtain and ensure the clear understanding of the support service wrap, ensuring an accurate and precise collation and update of the services/support related information into Maintels operating systems throughout the lifespan of the project. in addition ensuring a robust handover to the Operational teams who deliver the ongoing support to our customers. As part of the onboarding cycle you will lead relevant and appropriate communications, providing clear agenda and context aswell as collating actions/owners and agreed next steps. Own through from beginning to end the service onboarding factoring customer contractual obligations, billing requirements, aligning cost and 3rd party support requirements whilst keeping at the forefront the customer journey and experience for both your internal and external customers. Aswell as welcoming new support services for existing and new customers it is key to manage the customers support changes throughout the life of the contract and this role will be key in the management of any in life changes along with any ceases in service or support. As part of any migrations and/or cease activity you will proactively review the customer exit information and discuss these requests with relevant internal stakeholders aswell as with the customer where appropraiate. In addition to assist in Maintel's growth to proactively identify retention & winback opportunities. To highlight and engage with customers where appropriate to ascertain where Maintel can offer possible benefit in products and service and provide this feedback into the Sales Account Management team to further validate and investigate.

**KEY RESPONSIBILITIES**
- Articulate the requirements needed from the customer for successful onboarding - Work alongside team members to ensure clean, accurate and timely data is available for contract creation and system updates to be made -Attempt to identify reason for exit and over-turn decision by improving customer experience, highlighting alternative solutions and providing introduction to Sales teams with warm leads for commercial review - Provide CX during exit process and ensure seamless process is concluded - Oversee customers that are migrating their products internally with Maintel to ensure smooth switch on/off of solutions with cost efficiency - Successfully build relationships across Sales, Sales Support, Legal, Projects, Finance and Operational teams.

**Personal Skills**

Can stand out from a crowd and lead dynamic environments - Has the ability to manage stakeholders and influence people - Excellent facilitation skills - Has the ability to pro-actively problem solve - Exceptional communication skills - Keen eye for detail and accurately input/transfer data - Adaptable to change and a positive influence in evolving environments - Motivated, flexible and committed to successful service delivery - Excellent Customer focus and experience background

**Experience/Qualifications**

Previous experience in telecoms industry (an advantage but not essential) - Customer experience - Service delivery, negotiation skills & influencing people (essential) - Excellent communication skills (essential) - IT Skills - Fully computer literate with good use of excel and various office software (essential) - Confidence in dealing with challenging situations

**EQUAL OPPORTUNITIES**

Within Maintel we're proud of the talent and diversity within our teams and committed to creating equality of opportunity for all employees and applicants alike. We are all unique in ways you can and cannot see, and we aim to attract, develop and nurture talent to continue to make Maintel a great place to work.

We have fully embraced hybrid working and this has been implemented across all of our office locations. Our offices are fully accessible, and we also offer agile working opportunities in many of our roles.

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