Customer Onboarding Manager


DataFin was established in . We pride ourselves on the fact that we have established relationships with industry leaders and a vast majority of our business is repeat business.ENVIRONMENT:A fast-paced global provider of Managed Service and Cloud Solutions seeks an ambitious Customer Onboarding Manager who is able to effectively communicate technical information and ideas. Your role will entail proactively engaging with customers ensuring that you are the main point of day-to-day contact for them, that customer interactions with other parts of the business is successful and the delivery of high-quality customer service is maintained. You will require 5+ years relevant experience delivering IT projects of which 1 should be onboarding customers, hands-on technical experience & proficiency in Microsoft Azure & Office, Virtualisation / Cloud platforms, Datacentre strategy and operations, Backup, Storage and Disaster Recovery, UC & Networking, Dynamics CRM & ServiceNow.DUTIES:*Key Responsibilities * * Engage with customers in the closing stage of sales to begin to plan the onboarding process.* Manage a comprehensive onboarding process through from welcome packs through to live running of our products or services.* Ensure all departments fulfil their role in the onboarding process and troubleshoot any issues that arise during the process with the parties affected.* Look to refine and improve the onboarding process and ensure new products or services are incorporated into it. *Onboarding Management * * Manage a portfolio of customer onboarding projects from simple single product onboards to complex multi-product/service onboards.* Own the onboarding lifecycle from immediate post-sale to live running.* Where onboarding involves a Professional Services project, integrate the onboarding plan with the project plan to ensure a successful transition to live running and support.* Liaise with the Sales/Account Manager/Customer Service Manager so the customer receives a seamless experience during onboarding.* Setup and continually manage onboarding plans according to our onboarding processes), manage external and internal expectations and report on onboarding status and success criteria - analysing and troubleshooting problem areas.* Develop and manage all aspects of onboarding engagement from planning, vendor relationships, communications, resources, change, risks and issues.* Set and continually manage expectations while delegating and managing deliverables with team members / stakeholders / Customers / Vendors.* Provide leadership and coaching around the onboarding process for the company.* Participate in establishing practices, templates, policies, tools and partnerships product and service onboarding.* Continue professional development to keep abreast of emerging technologies, methods and best practices used in onboarding management, adopting as required to increase team & customer onboarding success. *Personal Performance & Development -* * Monitor and understand own performance against KPIs and vision summary.* Prioritise workload and manage working time effectively.* Take personal ownership for maintenance and development of role-based skills and expertise.* Own your own Personal Development Plan. REQUIREMENTS: * At least 5+ years relevant experience delivering IT projects of which 1 should be onboarding customers.* Technology background with early career hands-on technical experience.* Proven ability to organise and execute projects in a consistent, repeatable and reliable manner.* Technical/conversational knowledge & track record in delivery of onboarding/projects in some or all of the following areas:* Microsoft Azure & Office* Virtualisation / Cloud platforms* Datacentre strategy and operations* Backup, Storage and Disaster Recovery* UC & Networking* Device Management* Hybrid environments* Legacy Environments* Security * This role requires the use of the following company systems Dynamics CRM, ServiceNow, Provide, Office email and productivity tools such as Word, Excel, PowerPoint etc.* Service control portals for key products. ATTRIBUTES: * Excellent time management, communications, decision-making, presentation, human relations and organisational skills.* Ability to resolve problems in a timely manner.* Able to communicate technical information and ideas.* Can adapt to a rapidly changing environment. *While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.*COMMENTS:When applying for jobs, ensure that you have the minimum job requirements. *Only*SA Citizens will be considered for this role. If you are not in the mentioned location of any of the jobs, please note your relocation plans in all applications for jobs and correspondence. Please e-mail a word copy of your CV to (******)(mailto:******) and mention the reference numbers of the jobs. We have a list of jobs on ( Datafin IT Recruitment - Cape Town Jobs.Customer, Onboarding, ManagerNegotiableCustomer, Onboarding, Manager
Posted
05/05/2022
Location
Cape Town, WC, ZA