Onboarding & Customer Support Specialist

2 days ago

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Mintago

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Better financial health and cost of living support.

Financial Wellbeing • Employee Benefits • Human Resources • Technology • Pension Wellbeing

11 - 50

Description

• The Mintago Onboarding Specialist will play a crucial role in ensuring that our clients experience a seamless and impactful onboarding process, setting the stage for a successful and enriching financial wellness journey. • Onboard new clients efficiently, within 2 weeks where possible • Ensure clients experience a seamless and impactful onboarding process • Manage client expectations as to avoid any drop off during onboarding • Ensure all important client information is shared cross functionally • Manage data and platform configurations • Drive adoption during onboarding process, 60% activation after month 2 of implementation • Create client advocacy through positive onboarding survey feedback • Handle customer inquiries, resolve issues, and provide guidance to ensure a positive customer experience. • Lead the end-to-end onboarding process for new clients, ensuring a smooth transition from sales to implementation, and collaborate closely with the sales to understand client requirements and expectations. • Understand client requirements and tailor the implementation process to meet their unique financial wellness goals. • Conduct thorough needs assessments with clients to understand their goals and expectations. • Facilitate client interactions with Mintago benefits partners • Develop comprehensive project plans outlining key milestones, timelines, and deliverables for the onboarding process. • Work closely with internal teams to configure the software to align with client specification, this includes managing sensitive data. • Proactively identify and address any issues or roadblocks that may arise during onboarding. • Develop and deliver comprehensive demo sessions for clients, ensuring they are well-versed in utilising our financial wellbeing platforms. • Create and maintain user-friendly documentation of the onboarding process, collateral and training materials where required • Utilising feedback from Customer Success software, improve the onboarding process and address areas of concern • Facilitate a smooth transition from the onboarding phase to ongoing customer success management. • Respond to customer inquiries via phone, email, intercom, hubspot promptly and professionally. • Diagnose and resolve customer issues efficiently, escalating complex issues to product team • Maintain a thorough understanding of our products/services to provide accurate information and support. • Document customer interactions and transactions, including details of inquiries, complaints, and comments, as well as actions taken. • Gather and report customer feedback to help improve products, services, and processes.

Requirements

• Minimum 2 Years in a Customer Implementation / Onboarding role in a SaaS B2B company. • Background in establishing systems, building processes and structure where little exists, and demonstrated flexibility to get things done. • Ability to learn about and communicate financial wellness solutions and understand their implications. • Experienced in facilitating meetings and virtual workshops with strong written and verbal communication skills, exceptional organisational abilities for managing multiple projects concurrently, and a keen attention to detail in documentation and reporting. • Demonstrable skills and experience working directly with clients and external stakeholders in program/project management, sales, negotiation and/or mediation. • Experience working in fintech/financial wellness preferred

Benefits

• Your choice of work kit (ThinkPad or MacBook Pro). • Hybrid work (2 days in office) • Budget for equipment to set up your home office. • A flexible company discretionary unlimited leave policy + your birthday off. • Flexible company hours so you can fit your life commitments - no company fixed hours as we trust you to manage your time and focus on outcomes delivered. • A £300 yearly budget for your own learning and development. • Mintago matches your pension contributions up to 4% • Private medical insurance (provided by Vitality) • Life insurance (provided by MetLife) • Cash plan (provided by Medicash) • Access to retail & travel discounts • Access to salary sacrifice benefits across cycle to work, mobile, gym, tech, groceries and EV