Implementation Consultant  

Position Overview:

We are seeking Onboarding Consultant to assist business customers in configuring and training them to use our security software products. Your responsibility is to make sure the client is fully Onboard in using our security software from start to finish of Onboarding.

This role is the customer advocate and session facilitator throughout the Onboarding Process. His/her job is to ensure our customers’ interests are considered in all instances to promote a positive completion of the onboarding process and translate complex technical concepts into plain speak terms. The Onboarding Consultant has a high level of emotional intelligence and client empathy which he/she uses to relay the client’s best interests to internal staff and drive the best outcomes for them.

Key Responsibilities

• Conduct Online Consultations – Conduct consultations and product related sessions (walkthrough, go-live, OTA, adhoc) with clients.
• Onboarding Escalation and Oversight – Manage the customer experience through the onboarding process and oversee the process from the customer (non-technical) perspective. Check and ensure support workload is balanced between resources, service types, items. Take responsibility for Escalations
• Coordinate Scheduling & Follow Up– Manage meeting/consultation schedules with clients and prospects for Product, Sales, Service and Executive teams.
• Other Adhoc tasks – This is a client facing role and occasionally, tasks outside of the above scope may be required.

The role requires the following:

• At least 2 years of work experience in a customer-facing service role
• Strong English communication skills both verbal and written
• Engaging personality and the ability to build professional relationships quickly
• Active listening skills and the ability to empathize with customer concerns
• The ability to hold direct and assertive conversations with foreigners
• Impeccable physical presentation
• An understanding of technical concepts is highly desirable