As an essential member of the onboarding & Customer Success team, you will be pivotal in creating a positive experience for our new customers during the critical post-sales period. Working closely with the Onboarding/Customer Success Team, you will foster a team culture that supports new customers throughout the entire onboarding journey. From card activation to their first transaction, your customer-focused approach will ensure efficient product activation and successful outcomes. Our primary objective is to accelerate revenue by delivering exceptional onboarding experiences for all customers.
Customer Onboarding Support at Conferma is responsible for:
* Conferma Setup Portal: Take ownership of the daily management of the implementation setup portal, including reviewing new requests, completing technical implementation, and pushing live within agreed SLAs.
* Service Now Case Management: Manage the onboarding case management queues within Service Now, ensuring all queries are dealt with within agreed SLAs. Identify, prioritize, and escalate incidents to resolver teams within SLA, highlighting any potential major incidents to the major incident management team.
* Issuer and Platform Integrations: Work with the Product Operations team to ensure a thorough handover of any new integrations for both platforms and issuers to ensure readiness to serve new business.
* End to End Card Activations Process: Take full responsibility using a holistic approach to process card pool activations from the initial activation date to the first transaction.
* Customer Relationship Management: Serve as the point of contact for specific clients during the implementation process, addressing their needs and ensuring satisfaction, striving to become the best in class onboarding team.
* Issuer, TMC and Platform Engagement: Actively participate in regular calls with key partners including Issuers, TMCs, and Platform providers, ensuring any onboarding delays are dealt with quickly and efficiently.
* Progress Updates / Communications: Provide timely updates on onboarding status back to internal Account Managers, collaborating to communicate timely progress to partners and customers.
* Risk Management: Identify potential risks and issues early in the customer lifecycle and support the wider team to develop effective mitigation strategies, ensuring successful customer outcomes.
* Issue Troubleshooting and Resolution: Work with Banking Support and Customer Success Managers to support the early identification of any banking integration issues (e.g., missing transactions), minimizing any risk to the customer experience as early as possible.
* Team Metrics and KPIs: Have a full understanding of team KPIs and metrics to ensure that strategic goals of the team are met, while fostering a team culture that recognizes that we all own the numbers.
* Internal Meetings: Attend internal calls and meetings as required to collaborate with key stakeholders throughout the business, sharing process knowledge and updates.
* Sales Pipeline Awareness: Regular communication with internal account managers to gain updates on incoming pipelines of accounts to ensure departmental readiness.
* Customer Feedback: Ensure that customer satisfaction and feedback are gathered, recorded, and acted upon to ensure continuous focus on customer experience.
* Onboarding Documentation: Maintain onboarding process documentation and share internally. Support the creation of new documentation and FAQs to help clients through the onboarding process. Ensure existing documentation is maintained, and work with the Technical Writing team to ensure that all internal and external documentation is relevant and accurate.
* Customer Journey Enablement: Effectively close the onboarding process for each newly activated account to ensure the customer journey flows successfully to the onward stage of Customer Success / BAU, including a thorough handover and signposting to the customer to the correct resources for onward support – e.g., training and service desk.
* Wider Operations Unit Collaboration: Support the Service Desk Team with cross-department knowledge sharing, actively take part in cross-team collaboration fostering a team culture across the whole organization.
Product Enhancement Suggestions: Make recommendations for improvements to processes and software using the AhA Ideas portal.
#J-18808-Ljbffr