Job Description

As a Client Support & Onboarding Specialist, you will be the first point of contact for new clients and play a critical role in their journey with our company. Your primary focus will be to provide exceptional support and guidance during the onboarding process, ensuring a smooth and efficient experience for our clients. Additionally, you will handle ongoing support queries to maintain high client satisfaction.
 

Key Responsibilities:
1) Client onboarding via Zoom calls and ongoing assistance during onboarding period

2) Client Support via email, Intercom, and Zoom calls

3) Knowledgebase maintenance

Qualifications

• Minimum 2 years of experience in client support, customer service, or a related role.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Excellent problem-solving skills and attention to detail.
• Knowledge of Excel

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Job Description

• Establish a trusted, strategic advisor relationship with assigned customers and drive continued value, customer satisfaction, encouraging retention and growth

• Be an advocate for client feature requests and work cross-functionally with our Product team to help move projects forward

• Establish and oversee the customer's adoption, training, and development of best practices to continually drive incremental value and return on the customer's investment

• Work closely with the Sales team as they close new business and hand over new customers and trials for onboarding

• Onboard new clients, proactively reach out to existing clients to improve user engagement, conduct quarterly/annual business reviews, and have renewal/termination conversations with clients

• Assist existing clients with their questions and needs and coordinate this process with other involved teams

• Build Knowledge Base to help customers drive value from Infotelligent products

• Track and report on key metrics for Customer Adoption and Success

Qualifications

• Possesses strong communication, interpersonal, and organizational skills

• Is customer-centric and has empathy towards customers and their needs

• Can think creatively and is not afraid to challenge the status quo

• Is independent and has a problem solving plus get-it-done attitude

• Previous experience in customer service positions (2+ years)

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