Onboarding Specialist

 

JOB FAMILY SUMMARY: 

Leads new Mindbody customers through software configuration, training, and onboarding to ensure successful setup with our products. Conducts virtual face-to-face onboarding sessions, ensuring the successful deployment of systems while meeting client requirements and timelines. Provides training and support for a smooth transition and effective use of implemented solutions. Recommends and helps implement additional value-added services available through Mindbody. 

 

JOB SUMMARY: 

The Onboarding Specialist position provides software configuration and onboarding support to Mindbody customers through multiple methods of contact, specifically on camera interactions over video conferencing and email communication. They collect customer requirements during initial kick-off calls and configure the customer site accordingly to help them achieve their goals. This role acts as a liaison between the customer and other Mindbody teams, recommending and helping implement value-added services. 

 

MINIMUM QUALIFICATIONS AND REQUIREMENTS: 

• Bachelor’s degree or High School diploma and equivalent experience required. 

• 1+ years of customer service experience. 

• Fluency, both written and spoken in French and/or Spanish

• Strong time management skills with the ability to use time effectively and efficiently. 

• Ability to read, analyse and solve customer questions. 

• Ability to clearly write procedures in response to customer questions. 

• Ability to effectively present information (verbal and written) and respond to customer questions in one-on-one and group settings. 

• Demonstrable attentive and active listening skills. 

• Knowledgeable in current industry practices, trends, technology, and other information affecting clients’ businesses. 

• Knowledge of database and internet-based software. 

• Knowledge of Microsoft Outlook, Excel, and Word. 

• Familiar with internet browsers and settings. 

• Familiar and skilled with online chat tools, and email. 

 

PRINCIPAL DUTIES AND RESPONSIBILITIES: 

• Manages accounts for assigned customers to provide configuration, as well as training and onboarding support consistent with department expectations and procedures in a face-to-face Zoom environment. 

• Gathers and records customer requirements, then builds customer sites in alignment with their needs and use cases 

• Identify customer needs and recommends and/or coordinates, additional value add services and products. 

• Works with customers to identify, correct, and advise on how to align business objectives within the Mindbody software. 

• Proactively follows up with assigned accounts as needed to accommodate the customer needs, whilst promoting engagement. 

• Build trust and confidence with the customer using first-hand knowledge of products, services, and processes. 

• Uses product and onboarding specific logic to solve problems with effective solutions. 

• Sets appropriate objectives and workload for the customer, lays out work in a well-planned and organised manner and maintains two-way dialogue with customers on work and results. 

• Schedules additional training sessions for customers after each completed training session as needed. 

• Continue ongoing training to increase training skill sets, Mindbody software technical knowledge, company knowledge and industry knowledge. 

• All other duties as assigned.