Client Onboarding Specialist

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Department: NOC Team Reports to: Support Team Lead
Classification: Salary Location: St. Cloud, MN

 

SUMMARY OF RESPONSIBILITIES:

Onboarding is our first chance to make a lasting impression and to “Get it Right" in the eye’s of our customers. The primary responsibility of the COS position is to provide a world class onboarding experience for our customers. The COS is an onsite, client-facing role that will work with our team and customers to provide onboarding services to ensure that our customers are setup for success at the beginning of our relationship. This position will be directly responsible for the initial CSAT and our ability to effectively support our customer’s needs.             

ESSENTIAL FUNCTIONS:

  • Be the face of NCI and drive an amazing onboarding experience
  • Ensure onboarding requirements are completed and communicated
  • Communicate with customer during onboarding to ensure alignment and satisfaction
  • Learn, document and communicate business specific knowledge of the customer’s technical environment and operations
  • Collaborate with the team members to ensure steps taken support the customer’s needs
  • Take the lead in communicating and documenting offboarding processes from previous support company
  • Perform follow-up to verify onboarding satisfaction level
  • Provide customer with NCI contact information, procedural information, and access to technical platforms as needed
  • Deploy and manage support tools
  • Own/Coordinate the customer onboarding/offboarding processes to ensure timelines are met
  • Communicate timely and effectively with team members regarding task progression and status
  • Create, update and validate documentation
  • Create, update and validate processes for recurring procedures
  • Train customer onsite team on customer
  • Work with team to enhance onboarding and offboarding procedures
  • Anticipate and help prepare for major technology changes to ensure a competitive advantage
  • Identify inefficiencies and offer suggestions for improvement when applicable
  • Recognize opportunities to offer new technical solutions that fit the customers’ business needs
  • Contribute to the continuity of computer services by providing technical leadership

REQUIREMENTS:

  • Associates degree and/or 3-5 years relevant work experience
  • 2 certifications | A+, Network +, Server +, MCSA, VTSP or other industry certifications
  • Strong ability to work under pressure and multitask to meet customer satisfaction