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Onboarding Specialist

2 weeks ago

Newcastle upon Tyne, United Kingdom Eque2 Full time

**Position Summary**:
We are seeking a highly motivated, highly organised and customer-centric individual to join our team in Newcastle as an Onboarding Specialist in the construction software industry. As an Onboarding Specialist, you will play a crucial role in ensuring a seamless and positive experience for our new customers as they begin their journey with our software products. You will be responsible for guiding customers through the initial stages of the onboarding journey, providing training and support, establishing strong relationships to drive customer success and retention.

**Project coordination**: Your primary tasks will include performing essential admin tasks in support of the customer. Managing mailboxes, coordinating with internal and external teams to deliver the initial stages of our implementation journeys.

**Technical Support**: Provide technical assistance to customers during the onboarding phase, troubleshoot issues, and collaborate with the technical team to resolve any technical challenges promptly.

**Collaboration**: Collaborate closely with sales, customer success, and product teams to ensure alignment and a seamless transition from onboarding to ongoing customer support and success.

**Customer Experience**:You will set the standard for the customers positive experience with Eque2, being one of the first people they interact with towards the beginning of their journey. This will be measured in customer CSAT.

This is a varied, fast paced and challenging role in our Newburn (Newcastle) site. Office based with Hybrid working available after successful initial probationary period. To be successful in this role, you should have a clear communication style, persuasive attitude, excellent customer relationship skills, and a passion for customer experience. Ultimately, a top-class engagement specialist is able to improve experience by creating lasting bonds with customers.

**Key Accountabilities**:

- Be a trusted advisor to our customers - develop and growth a healthy customer relationship
- Drive adoption of Eque2 product and solutions: Leveraging your involvement from implementation Go Live and beyond you will be expected to support customers to embrace their solution and drive adoption, utilisation and value.
- Renew and retain: As the CSM you will work in partnership with our customers to evaluate and analyse their business’s current and future needs, helping them get increased value from their Eque2 products and solutions throughout through the lifecycle of their contract. Ensuring that the customer has been reviewed annually and is in line with the commercial performance expectations of Eque2 Ltd.
- Build trust and transparency with clients promoting customer loyalty and advocacy
- Work closely with Account Management to arrange high level demonstrations and organize customer site visits to support the expansion of customers usage of the products and Eque2 offerings, again bringing increased value to the customer.
- Stay up to date on new features and enhancements rolled out to the solutions, along with the value proposition and proactively share this with your customers.
- Support the creation of the Supplier and Reseller Partner Ecosystem within Eque2, and act as a key stakeholder in these relationships.

**Knowledge, Skills & Experience**:

- Experience of a customer-facing role, preferably in IT, customer success, or technical support within the software industry.
- Strong stakeholder management - allowing you to engage with various personas and adjusting the communication style/approach to achieve your objective(s)
- Ability to manage own time/diary, and able to prioritize according to our business and the customers’ needs.
- A solid level of experience with the MS Office Suite (Word, Excel, PowerPoint) and MS Teams.
- Disciplined adoption and maintenance of core systems relating to the role.
- A strong customer centric approach understanding of customer needs.
- Ability to manage and prioritise personal workload and demonstrate a proactive approach.
- Strong analytical skills with the ability to troubleshoot effectively.
- An understanding of accounting fundamentals and principles an advantage or previous experience in a Technical Support role, supporting Accounting or Cloud software.
- A proven team player who builds strong relationships with team-mates and rapport with aligned teams.
- Passionate about providing a best-in-class customer experience
- A proactive approach, working with internal and external stakeholders
- Ability to understand the root problem behind a specific requirement and the ability to articulate where our product assist with solving said problems

**Industry experience**:

- Minimum of 2 years’ experience working within a Software organisation, ideally within the B2B space
- Experience of Construction Industry an advantage.
- Experience in a SaaS environment is a desirable for this role

**What we offer**:

- Additional leave
- 25 days hol