Customer Setup Specialist (SaaS) | NZ | Hybrid

• Update the settings for all new customers in line with existing known best practices.
  
• Working with customers and the broader Customer Experience team continue to develop the understanding of best practices for account setup.
  
• Liaise with customers to get the information required to complete the setup process.
  
• Aid the customers in completing the parts of account setup that they need to do themselves.
  
• Work to drive the acceleration of customer setup to aid in the broader CX teams push to decrease the time to value for customers.
  
• Once setup is complete or earlier if requested and in alignment with the Partner Success Manager coordinate with the customer to book them in for a power hour training session with a Training Partner.
  
• Develop expertise in customer account setup and the nuances therein.
  
• Assist the Partner & Customer Enablement team to develop resources to simplify the setup process and help the customer self serve.
  
• Undertake additional admin duties as and when required (within reason).
  

Requirements

• An ability to develop excellent customer relationships.
  
• Ability to work independently manage deliverables and accurately estimate project lead times.
  
• Strong communication skills and ability to drive customer behavior
  
• Capable of taking initiative in driving time to setup completion via process improvement plans and efficient reporting and flow of information.
  
• Demonstrable success and hands-on experience in a customer relationship role in the software industry and a thorough understanding of the market place.
  
• Ability to write and edit documentation both internal and external pertaining to the product use by customers.
  
• Educated to degree level or equivalent preferable.
  
• Knowledge of Workflow systems SAAS Cloud based software and their precepts.
  
• Commitment to providing excellent customer service.
  
• Accuracy and grammar are essentials for credible written representation. You must perform these duties to a high-degree. Being fast but accurate ensures operational credibility.
  
• Demonstrable ability to balance a large number of competing commercial creative and technical priorities and to assign resources effectively for success.
  
• A good general understanding and knowledge of relevant product technology including traditional workflow web and mobile technical standards and the product development lifecycle.
  
• Strong self-starter with high standards and excellent attention to detail.
  
• Creative and innovative in developing solutions to business and technical issues.
  
• Ability to talk across disciplines and ensure understanding by all parties.
  
• Problem Solving - Uses Rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesnt stop at the first answers
  
• Decision Quality - Makes good decisions (without considering how much time it takes) based upon a
  
• mixture of analysis wisdom experience and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.
  
• Functional/Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
  
• Interpersonal Savvy - Relates well to all kinds of people up down and sideways inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
  
• Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
  
• Patience - Is tolerant with people and processes; listens and checks before acting; tries to understand the people and the data before making judgments and acting; waits for others to catch up before acting; sensitive to due process and proper pacing; follows established process.
  
• Written Communications - Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.
  

Benefits

• HMO Dental and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents).
  
• Paid Leaves: Birthday Vacation Medical and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary).
  
• Employee Engagement Activities: Year-End Party Family Day Team Building and more!.