Company OverviewRex Software is a 80-person digital product and service company based in Brisbane, Australia and London, UK. Rex Software develops products for the Property Industry in both regions. with thousands of customers using our CRM, digital advertising suite and site builder every day!Role OverviewAt Rex Software, Onboarding Specialists play a crucial role as the key account owners for all newly onboarding clients. They share a primary responsibility within the company: ensuring that newly signed accounts transition smoothly onto the product and that users are actively engaging with it. Acting as teachers to our clients, who are our students, they guide and support them through the onboarding process.They act as advocates for the product, both internally and externally, striving to provide excellent customer service throughout the onboarding period and in any subsequent communications with clients.In addition to these responsibilities, an Onboarding Specialist will also be responsible for various levels of client training in our product/s.An ideal Onboarding Specialist is someone who continuously iterates on existing processes and is deeply involved in raising the standard of the entire customer care team. They ensure high levels of product engagement among all clients and consistently work to enhance the overall client experience.ResponsibilitiesAs an Onboarding Specialist at Rex Software, you will be the key account owner for newly onboarding clients. Your primary focus will be to ensure a smooth transition for new accounts and drive product engagement.Core Responsibilities:Onboarding: Oversee the onboarding of new accounts over a 4-12 week period, including specific training and Q&A sessions.Health Checks: Conduct health checks at specified stages for all onboarded clients.Training Sessions: Facilitating best in class training sessions to support the onboarding process.Product Engagement: Drive product adoption and engagement with onboarded clients.Reporting: Provide monthly reports on onboarding progress, health checks, account churns/issues, and project work.Secondary Responsibilities:Client Engagement Projects: Participate in client adoption and engagement projects.Ongoing Customer Service: Provide continuous professional education and customer support.Training Material Development: Improve training videos and written content.Webinars and Training: Conduct scheduled webinars and Q&A sessions as required.Success FactorsThe following experience, skills, qualifications and attributes are required or desirable in team members who perform the Onboard Specialist role. They are -Real Estate Agency Experience (preferred but not essential)Strong written and verbal communication skillsAble to calmly navigate conflict with customersStrong Rex CRM product knowledge - most likely gained through at least 6 months working with a Rex CRM customerStrong time management and task triage skillsA team player who loves to support other people within the teamAble to problem solve customer issuesComfortable working in a fast-paced, scaling start-up environmentWell-developed customer service focus with excellent communication skillsExceptional organisational and planning skills that contribute to effective and efficient task completionA curious learner who is willing to continuously learn new things
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