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Customer Onboarding Specialist
2 weeks ago
**ABOUT JANIO**
Janio is a cross-border smart logistics solutions provider in Southeast Asia (SEA), connecting merchants, logistics partners, and major industry players across the globe. As we advance towards building this integrated end-to-end logistics network of key players, our evolving data-intelligent platform will empower SEA’s ecommerce businesses to scale quickly and reliably.
Our platform will look to use AI and machine learning to enable real-time tracking, route optimization, warehouse management, and dynamic forecasting — in order to build Southeast Asia’s leading logistics network.
THE ROLE
- As the adage goes, you only get one chance to make a first impression. This is especially true for a new account that just signed on with Janio’s services. The onboarding stage is a critical initial time frame where we need to put our best foot forward to ensure that they are set up for success.
**As a Customer Onboarding Specialist,** you will be the key person in-charge of designing, implementing and running a successful customer onboarding process. As part of the onboarding process, you will need to:
- Take charge of project managing the customers journey after the sales handoff, working cross functionally with all departments to ensure the best possible experience for them
- Understand the goals and objectives of the customer and adapt the implementation and onboarding process to address them
- Define and set clear milestones and deliverables to guide the customer through to instill confidence and build trust with them
- Serve as the main point of contact to ensure all requisite customer information is correct, complete and disseminated to the relevant internal functions (e.g. billing details, platform configuration, customer support etc.).
- Identify and address any issues that were not captured in the sales handoff process.
- Familiarise and educate customers on how to best utilize our platform and services.
- Proactively ensure that all parallel work streams by other functions are no problems, e.g working with the logistics operations team to ensure their initial batch of shipments go as smoothly as possible.
- Use the information and experience gathered during the initial onboarding to draft a plan to best prepare the Account Managers for the post-onboarding phase.
As part of the overall team effort you are also required to:
- Be an expert in Janio’s products and services, collaborating closely with the product and engineering team to give relevant feedback to improve our platform and keep up to date with changes.
- Maintain a knowledge base of information related to the process and issues surrounding onboarding to enable the team to work more productivity and deliver higher levels of service more consistently.
- Continuously improve on existing processes in onboarding and account management.
- When needed, assist in the pre-sales process to help the sales team overcome any objections related to the service or platform
WHO ARE WE LOOKIING FOR
- Strong project management skills being able to manage multiple onboarding processes that are happening in parallel for different customers
- 3+ years’ experience in a customer-facing role
- Great people skills, being able to engage stakeholders across all levels of an organization
