Versature is seeking an entrepreneurial, passionate, detail-oriented and customer-focused individual to help cultivate relationships with new customers while improving overall customer engagement.
As an Onboarding Specialist, you work with new customers to deliver an exceptional first experience, help customers realize the full value of cloud business phone services and ensure that clients reach their business goals.
RESPONSIBILITIES : ENGAGE
Establish a trusted advisor relationship with customers to ensure their overall satisfaction with Versature
Educate customers and give them proactive assistance as they onboard and configure their services
Understand and assess customer business objectives to ensure deployment and adoption activities are aligned to a compelling vision and strategy
Evaluate status of new customer progress and propose solutions to different resources (training, webinars, videos, blog posts, or screen sharing.)
Work directly with Development and Product teams to create a positive experience for large customers with unique or complex needs
Work with Operations, Sales, and Marketing teams to develop onboarding and initial materials to speed adoption and improve experience for customers
Engage with the Sales team throughout the sales cycle to articulate the value of the Onboarding team to potential customers
Maintain product expertise across the Versature product line
Identify common customer challenges and work with the Customer Success team to proactively address them through a variety of mediums and channels.
Onboard new customers through custom setup, training, and coaching
Respond to high-profile, high-impact customer escalations in a fashion that inspires confidence and continued customer loyalty
REQUIRED SKILLS AND EXPERIENCE
Passionate about customer service and how it can transform businesses
Enthusiastic about technology with demonstrated technical aptitude
Proactive and results-oriented, with strong prioritization skills and the ability to multitask and be detail-oriented without getting frazzled
Strong customer focus and passion for helping customers succeed
Customer service experience, particularly in a fast-paced environment
Excellent communication, interpersonal skills, and writing skills
Empathy and an ability to understand customer needs
Organized and able to deal with information coming from multiple sources
A quick learner with an eye for detail
Positive outlook, fun, and flexible
Account management or related experience caring for and advising customers or clients
Familiarity with Salesforce.com
Basic technical knowledge (networking, VoIP)
Fluency in French is a bonus!
Versature is committed to creating an inclusive environment where all employees and clients feel like they belong. We encourage applicants with a wide range of abilities and we provide an accessible candidate experience.
Accommodations are available on request for candidates taking part in all aspects of the selection process.