Customer Onboarding Specialist
Monta, Denmark
Job Description
At Monta, we are developing the charging solution of the future for electric vehicles!
Do you enjoy helping people and do you have experience providing best-in-class customer support?
Do you have a sharp overview, technical understanding, and a voice that can make people smile through our support chat?
The role and tasks
The Customer Onboarding Specialist will set up customers for immediate success by facilitating the implementation process for new and existing accounts. As a Customer Onboarding Specialist, you will educate new customers, help solve technical problems, and ensure smooth adoption of our products and services in all parts of the customer life-cycle. We prioritize delivering an amazing customer experience and this is a cornerstone in the process.
Your primary tasks will therefore consist of, among other things:
- Understand the requirements and needs of a customer during their customer journey
- Provide detailed account walkthroughs and assist many new customers with the implementation
- Clearly communicate account setup requirements and expectations with customers and key stakeholders
- Educate customers on features, capabilities, and best practices to simplify adoption and align expectations
- Ensure customers receive superior service
- Measure and report upon the onboarding experience.
- Spend time on calls, listening and talking to customers
- Deliver exceptional service, troubleshoots on issues that arise, and ensure every customer is satisfied with the handling of questions/issues during their onboarding experience.
- Help our customers accomplish their goals with our solutions by improving feature adoption and ensure consistent onboarding for new users and customers.
- Educate customers and users on how existing and new product features work, and how the platform can contribute to their business objectives.
Requirements
Your profile
- Bachelor’s degree preferred
- Experience with web technologies
- Excellent communication skills
- Strong problem solving and analytical skills
- Ability to work independently and manage multiple priorities
- Excellent written and verbal communication skills
- Ability to multitask, prioritize and complete a high volume of tasks and projects autonomously
- Proven track record of diagnosing and solving complex problems in a fast-paced, ambiguous environment; understand when to take ownership of a decision and when to involve other parties or escalate
- Excellent judgment, discretion, and sensitivity when dealing with confidential information
- Ability to make informed and timely decisions; understand when to take ownership of a decision and when to involve other parties
- Reacts with appropriate levels of urgency and tenacity to situations that require quick response or turnaround
- Thinks ahead and troubleshoots; removes obstacles before they become problems
- Impeccable attention to detail and problem-solving skills
- Have previous experience in a customer success role, technical support, or in managing client relationships.
- You’re excited by the idea of guiding people to execute their ideas using a powerful product and seeing the massive impact your guidance can have on customers.
A bit about you
The ideal candidate is high-energy, experienced with web-based technologies and mobile applications, passionate about helping customers, and excels in communication via phone and email.
Successful candidates will have the ability to quickly learn new technologies and communicate those concepts to customers with varying degrees of technical expertise. A collaborative approach is key as this role is expected to contribute ideas and initiate tactical improvements to the overall onboarding process.
Benefits
What’s in it for you?
You will make your mark on the digital charging solution of the future for electric vehicle owners, and your daily walk will be at our office in the middle of Copenhagen.
Due to Corona, we would like as much as 50% of your work to take place from home.
During your work at Monta, you will get your hands on many different things, and we are constantly testing new technologies that push the limits of what you can expect as an electric motorist.
Professional sparring with brilliant colleagues and good development opportunities.
You become part of an entrepreneurial company that oozes drive, has a great team spirit, and an ambitious growth strategy.
At Monta, we focus on following up on the things we do, so we are constantly learning individually and as a team.
We have a delicious canteen scheme, snacks to die for, as well as Friday b