Customer Onboarding Specialist

Roles and responsibilities

Cairo Sales – Sales Operations / Full-Time / On-site + Working closely with the sales and account management teams to ensure a seamless transition from sale to onboarding.
+ Being the main point of contact for new customers during the onboarding process. Guiding them through the necessary steps to get set up on the platform.
+ Conducting product demonstrations and training sessions to educate customers on how to use the platform's features and get the most value out of it.
+ Assisting customers with data migration and integration with Rewaa platform. Helping them properly configure the platform to fit their needs.
+ Troubleshooting any issues that arise during onboarding and answering customer questions in a timely manner.
+ Providing ongoing support and check-ins with customers for a set period after launch to ensure they are utilizing the platform successfully.
+ Collaborating with colleagues in consulting, support, account management, and other departments to deliver a top-notch onboarding experience.
+ Keeping thorough documentation of customer onboarding processes and tracking success metrics. Using this data to identify areas for improving and streamlining onboarding.
+ Staying up-to-date with the latest technologies, features and releases in order to best assist customers.
+ Provide support to the direct manager in tasks related to the Customer Success department, ensuring smooth operations and effective coordination within the team.

• Creating policies and handbooks that detail company operations.
• Emailing new hires with details about the company, including parking information, work schedules, and dress codes.
• Welcoming new hires with prepared onboarding kits and an office tour.
• Introducing new hires to their team members.
• Providing new hires with manuals, guidelines, and passwords, as needed.
• Detailing all new hires' initial tasks and answering any queries.
• Ensuring new hires have the necessary technical assistance to set up their hardware and software.
• Gathering and filing all paperwork related to new hires, including contracts and nondisclosure agreements.
• Arranging product and company demos and presentations.

Desired candidate profile

• A bachelor's or associate's degree in human resources management or a related field.
• Experience as an onboarding specialist or in a similar HR role.
• Experience with HR standard software, such as IRIS and MS Office.
• Experience with ATS and resume databases.
• Good working knowledge of HR practices and labor legislation.
• The ability to work with sensitive and confidential information.
• Excellent verbal and written communication skills.
• Strong teamwork skills.
• Good organizational and time management skills.
• + 1 year of customer experience (Previous experience with SaaS customer onboarding is a plus.).
  + Excellent English (written and spoken).
  + POS and accounting background is a plus.
  + Excellent Excel skills.
  + Excellent verbal and written communication skills
  + Ability to explain technical concepts clearly to non-technical users
  + Customer-focused mindset with problem-solving abilities
  + Experience with web-based platforms and ability to learn new technologies quickly
  + High energy and drive to help customers accomplish their goals
  + Strong organizational skills to manage multiple customers.