Onboarding Specialist - Toronto, Canada - Mortgage Automator

Mortgage Automator

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

The Onboarding Specialist is responsible for leading the process of bringing new customers onto our company's platform.

3+ years of experience in a customerfacing role within the SaaS, fintech, or mortgage industry.
Exceptional interpersonal and communication skills, both written and verbal.
Strong problemsolving skills with an ability to analyze situations and provide innovative solutions.
Proven track record of maintaining high customer satisfaction rates.
Able to work independently, manage multiple priorities, and thrive in a fastpaced environment.
Post Secondary education (An Asset).
Conduct onboarding with new clients, including discovery sessions, system set ups training, checkins, and 360 feedback sessions.
Improve client sentiment and Customer Lifetime Value (CLTV).
Document and resolve customer inquiries.
Provide Client updates as required.
Highlight key features and functionality during the onboarding process and track usage to ensure client goals are met.
Work with customers to identify their business goals and challenges and provide guidance on how our platform can help them achieve those goals.
Identify opportunities for upselling or crossselling additional products or services to existing customers.
Document and Provide feedback to the product development team on customer needs and pain points.
Stay up to date with industry trends and best practices and share that knowledge with customers and internal teams.
Contribute to the development of customer success strategies and processes to drive customer engagement and retention.
Work with Sr. Product Managers and the Head of Product to analyze the user's problems and needs and ensure you're articulating product value proposition and product positioning to clients.
Gather and analyze user feedback and other sources of customer intelligence.
Define and monitor KPIs to ensure the product goals will be achieved.
Other duties as assigned.