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Customer Onboarding Specialist

2 months ago

Dubai, Dubai, United Arab Emirates Oak HCFT Full time
About the Role

Oak HC/FT is a leading healthcare and financial technology investment firm, and we're seeking a highly skilled Customer Onboarding Manager to join our team. As a key member of our organization, you will play a critical role in shaping the future of our customer onboarding experience.

In this position, you will be responsible for building strong relationships with new customers, serving as their dedicated point of contact throughout the onboarding process. You will work closely with cross-functional teams to ensure a smooth and efficient onboarding journey, proactively addressing any roadblocks that may arise.

Key Responsibilities:

  • Customer Onboarding: Design and execute a seamless onboarding experience for assigned customers, managing the entire process from pre-boarding to activation and beyond.
  • Relationship Building: Build strong relationships with new customers, understanding their business goals and providing personalized guidance to maximize their value from our solutions.
  • Process Improvement: Track and analyze onboarding metrics to identify areas for improvement, continuously refining the onboarding process internally and with the customer for enhanced customer success.
  • Resource Development: Develop and maintain onboarding resources, such as manuals and knowledge base articles, to equip customers with the knowledge they need to succeed.
  • Product Expertise: Maintain a deep understanding of our product offerings and features to provide customers with accurate and insightful information.
Requirements
  • Minimum 3 years of experience in customer onboarding, customer success, or a related field.
  • Solid understanding of complex business systems and technical solutions, with a preference for experience working hand-in-hand with Solution Architects/Engineers.
  • Proven track record of designing, implementing, and optimizing customer onboarding processes.
  • Strong understanding of customer journey mapping and best practices.
  • Excellent communication, collaboration, and interpersonal skills.
  • Proficiency in project management methodologies and tools.
  • Ability to manage multiple priorities and deadlines in a fast-paced environment.
  • Experience working in a cross-functional, high-growth global environment.
  • Experience with CRM/CSM systems.