Customer Onboarding Specialist

About SoftCo:

SoftCo is a fast growing global Procure-to-Pay and Compliance technology company and we are looking for effective, proactive, and fun people to be part of our exciting journey.  Our Smart Automation technology is transforming how companies manage their Procure-to-Pay processes, improving efficiency, staff morale and fighting fraud.

With 33 years’ experience, SoftCo ranks highest in independent customer satisfaction surveys. We are proud that all our projects are successful, and that our market-leading technology delivers our customers unrivalled levels of automation with the greatest savings. We operate from offices in the US, Finland, UK and Ireland.  We have over a million users worldwide including PwC, Volkswagen, Patagonia, Primark, Logitech and nearly 80 departments of the Finnish Government. We are certified with ISO27001, Microsoft Gold Partner, all types of SOC, and we are an AWS Advanced Technology Partner.

Customer Onboarding Specialist – Your role:

We are growing our team and are seeking a motivated, proactive, Customer Onboarding Specialist to join our Global Customer Services Group. Based in North America, you will provide early interaction with our US & Canadian clients, understanding their needs by working closely with internal teams and managing the onboarding project from a client perspective.  Becoming a trusted partner to our customers by being responsive and helpful, will help deliver a positive onboarding experience to lead them through their customer lifecycle with peers in Customer Success and Customer Support.

You will:

• Manage interactions with customers based across US & Canada, providing a quality experience by executing high quality onboarding, including requirements analysis, configuration and business process understanding, training and UAT.
• Provide strong and constant communication to customers and internal stakeholders on status of projects, raising potential blockers proactively to assure adherence to deadlines.
• Work closely with Customer Onboarding & Optimisation teams to deliver consistent project management practices and reporting.
• Be the customer advocate through cross-functional collaboration and staying up to date with new product functionality to ensure customer impact is highlighted.
• Work with internal teams to define, design and approve customer configuration and set expectations for effort and delivery estimates.
• Work closely with Customer Success to manage customer expectations and satisfaction pre and post go-live, and consider recommendations from them from customer feedback.
• Influence internal teams to provide required dependencies and aligning to delivery dates, where critical to any go-live. This is especially important with our Product Group, so strong relationship building is key.
• Be a point of escalation for any blockers or issues encountered during Onboarding, that could threaten the delivery of the project.
• Be a collaborative team member, working with a global team across time zones.
• Communicate clearly and often with management and peers on the status of projects.
• Undertake other duties as may be required by the company from time to time.
• Adhere to company policies and compliance standards.

Your profile:

• Bachelor’s degree in a relevant field (e.g., Business, Finance, Computer Science) or equivalent experience.
• Minimum of 2 years relevant experience in a customer facing role with strong project management skills, preferably in Fintech.
• ERP experience and knowledge of business processes in accounts payable.
• Self-starter with strong commercial awareness and understanding of the role Onboarding plays in the Sales cycle and customer experience.
• Understanding of SaaS commercial models and ERPs desirable.
• Adaptable and quick to learn new information.
• Strong interpersonal communication and presentation skills with the ability to communicate and present technical information in non-technical terms using the customers language.
• Proactive approach and commercial focus.
• Customer focused, structured and highly organised.
• Strong listening skills and ability to understand others’ viewpoints.
• Ability to work independently and as part of a team.

What we can offer you:

This is an opportunity to expand your knowledge, develop your career and work with state-of-the-art technology in a rapidly growing sector.  We encourage our team to be ambitious and in SoftCo there is a culture of progression. We support your development by investing in training and partnering with leading learning platforms and providers. Uniquely, our structure means you work directly with the most senior leaders in the business, who see your potential.

A competitive remuneration package is on offer and our benefits package includes medical cover, 401 (K) plan, life insurance and AD&D, paid time off, long service incentive awards and a staff referral scheme.  There will be the opportunity to travel in this role. If working for one of the most innovative technology companies is your thing, then look no further.

Applications:

Please send your CV to careers@softco.com.

SoftCo is an equal opportunities employer. Learn more about us at softco.com/about-us.