Customer Onboarding & Accounts Specialist

DECOPAC INC.•Ramsey, MN

About The Position

THE CUSTOMER ONBOARDING & ACCOUNT SPECIALIST WILL ONBOARD AND PROVIDE ONGOING SUPPORT OUR CUSTOMERS (BAKERIES) AS THEY ADOPT AND USE DECOPAC’S TECHNOLOGY SOLUTIONS AS A SERVICE. AS A CUSTOMER ONBOARDING & ACCOUNT SPECIALIST YOU WILL BE RESPONSIBLE FOR BUILDING AND MAINTAINING STRONG RELATIONSHIPS WITH NEW AND EXISTING CUSTOMERS TO ENSURE THEIR SUCCESS AND SATISFACTION WITH OUR TECHNOLOGY SERVICES.

Requirements

Strong problem-solving abilities and a customer-centric mindset.
Goal-driven and able to drive strategy and independently make recommendations for success.
2 years’ experience in training and/or customer support strongly preferred. Experience collaborating with customer to support software onboarding/learning a plus.
Bachelor’s Degree in sales, business, communication, marketing, or software development preferred.
Ability to learn and retain new information and concepts.
Project management and strong organizational skills.
Attention to detail required.
Strong interpersonal skills with the ability to relate to customers, peers, and management.
Effective verbal and written communication skills.
Must be will and able to execute administrative tasks as well as strategic initiatives.

Responsibilities

Conduct onboard meetings. Conduct virtual Software demos, onboarding training sessions, and technology service support.
Understand and analyze customer requirements and goals in order to effectively tailor services and program solutions that meet their needs and drive sales growth.
In partnership with the Sales team, Develop and execute customized onboarding plans tailored to each customers specific requirements and objectives.
Gather feedback from customers regarding their onboarding experience and use insights to enhance the onboarding process for future clients.
Monitor customer progress and engagement with the software platform, identifying areas for improvement or additional training needs to ensure customer growth.
Partner with Sr. Manager, the DecoPac Digital team, and the customer to provide support for DecoPac’s customer technology components to achieve customers’ goals.
Become a subject matter expert on DecoPac technology solutions and implementation steps to support customers as needed in partnership with Sales.
Partner with Customer Solution Analyst and facilitate a process for managing customer escalations.
Solve problems with curiosity and creativity; embrace challenges and change.
Collaborate with internal teams to develop customized solutions that align with customer objectives and deliver exceptional service experiences.
Provide customers with full cycle program needs and set up including placement and product needs.