Onboarding Specialist in Makati at Notified

Job Description

Job Summary: 

Responsible for executing and, managing the support and delivery of services to contracted to clients. Serves as a subject matter expert for Notified products. Builds and maintains strong client relationship that allow for an understanding of each client’s individual needs and workflow and provide specialized consultative service during the onboarding phase. Maintains tight control over the project delivery, risks, scope of work and budget. Promotes the organization’s capabilities to clients, identifies sales opportunities to be forwarded to the account managers and sales.

Essential Duties: 

Duties include any or all the following (other duties may be assigned as needed): 

• Acts as the primary point of contact for new client onboarding and provides consultative support for assigned clients. 

• Collaborate with internal groups such as configuration, account managers as well as service managers to ensure quality and timely services are delivered to clients. 

• Educates and trains clients on product features, enhancements, and industry best practices during customer lifecycle. 

• Aggressively manage technical and program issues to ensure operational excellence and timely resolution. 

• Consistently exceed client satisfaction by openly and thoroughly evaluating all requests, proceeding with recommended solutions that are mutually beneficial 

• Escalate to management any situation outside the employee's control that could adversely impact the service provided to the client 

• Provide feedback to management when client expectations appear to be unreasonable or unrealistic and recommend feasible solutions 

• Identify any obstacles to providing the highest quality customer service and communicate constructive feedback to management 

• Prepares for and participates in any at-risk meetings as needed. 

• Maintains a working knowledge of the investor relations and public relations space and keeps apprised of its changes.

Project Coordination: 

Coordinate, prioritize, and participate in activities associated with completing assigned projects or project task(s).

• Ensure the program is setup in a timely, accurate, and quality manner striving to exceed expectations 

• Update project plan as necessary 

• Communicate and continually update client on development timeframes, monitoring and ensuring all client deliverables are received on time and in proper order 

• Provide management with status reports detailing project status and timelines

Minimum Qualifications:

• Bachelor's degree from an accredited college or university in communications, marketing or, business administration required. Equivalent work experience in a similar position may be substituted for educational requirements. 

• Minimum of 2 years of experience in a customer/client service required. 

• Minimum of 2 years of project management experience required or equivalent 

• Proficient in English, both written and verbal required. 

• Based on area of responsibility, previous experience working in a SaaS environment may be preferred 

• Strong Computer Skills (MS Word, Excel, Outlook, Internet research skills, ability to learn new software quickly). 

• Excellent customer service skills and a genuine enthusiasm in regards to servicing clients. 

• Must be able to work independently and proactively with minimal supervision. 

• Ability to work effectively with a variety of people in a team environment. 

• Experience working in a fast-paced environment. 

• Detail oriented & ability to juggle multiple tasks simultaneously. 

• Team player with a positive attitude & diligent work ethic.

Travel / Physical Demands:

• Hybrid Setup: Monday and Friday (Work from home). Tuesday, Wednesday, and Thursday (On-site)
• Night shift Only