Customer Success Advocate
6 days ago
We are seeking a highly skilled Customer Onboarding Specialist to join our team at Pepperjam. As a key member of our Customer Onboarding Team, you will play a critical role in ensuring our clients receive the best possible customer experience when onboarding to our platform.
Key Responsibilities- Onboarding Meetings
- Conduct onboarding meetings with new clients to introduce them to our onboarding process, provide guidance on how to get started, and answer any questions they may have.
- Onboarding Process Management
- Manage the non-technical aspects of the onboarding process for new clients, from initial contact to successful training and handover.
- Coordinate with multiple teams, such as customer success or technical onboarding, to ensure a smooth onboarding experience.
- Reporting
- Ensure internal reports within Salesforce are updated on a regular cadence and highlight any potential risks.
- Partner Migration
- Assist clients in migrating partners onto our platform from another provider.
- Onboarding Support / Training
- Coordinate and action platform support tasks on behalf of the client prior to launch (e.g., uploading creative assets, configuring commission rules).
- Conduct training sessions on how to use our platform.
- Create documentation for both internal and external use.
- Minimum 2 years of client or customer support experience.
- Project management experience.
- Excellent communication skills with the ability to translate technical information to a non-technical audience.
- Teamwork, strong work ethic, and enthusiasm to learn.
- Strong attention to detail.
- Strong prioritization and organizational skills.
- Strong interpersonal and soft skills.
- Comprehensive computer literacy.
- Problem-solving skills.
- Ability to present and lead meetings confidently.
- Proficient in using Excel/Google Sheets to manipulate data (e.g., formulas).
- Experience in conducting training sessions.
- Experience in digital marketing.
- Experience writing guides and training material.
- Marketing, Advertising, or Business degree.
- 25 days holiday in addition to bank holidays.
- Enhanced Parental Leave: 6 months full pay for birth parent, 4 weeks non-birth parent at full pay after one year employment.
- 5 extra 'Partnerize Parental Days' each year.
- Private Medical Insurance through Bupa.
- Enhanced pension contributions.
- Cycle to Work scheme.
- Eye Care Vouchers.
- Life Assurance.
- Enhanced Wellness Program including access to EAP, Wellness Coaching & Wellness Fridays program.
- Regular company events and activities.
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