Onboarding Specialist Job in Parentpay

The purpose of this role is to manage the Implementation of ParentPay Group application forms from new sales and issue elearning and welcome emails to allow new customers to become fully conversant with the features and benefits of the solution(s) they have purchased. You will identify opportunities to improve internal processes and training materials to ensure the continual improvement of the services provided. You will provide relevant assistance to colleagues to ensure all teams are working efficiently and intelligently to deliver our customers requirements. You will determine when project customers have completed their onboarding by reviewing their progress against specific targets and manage their transition to the BAU support function. You will be expected to maintain a record of all actions in regard to the Implementation of a school using the ticket management system provided. This should include the solution provided by the sales team, any changes to that original configuration, a record of any setup and training material provided or direct training delivered, any issues encountered and how they were overcome. You will determine when project customers have completed their onboarding by reviewing their progress against specific targets and manage their transition to the BAU support function. You may be required to act as overflow for the onboarding team during busy periods You will assist with project deliverables where appropriate. To determine when the customer has become sufficiently skilled by reviewing their progress against specific targets and manage their transition to the BAU support function. Ensure that questions are responded to in a timely manner and that all actions are recorded professionally and accurately using the current customer or ticket management system. Key Responsibilities Individual performance against application setup SLA s Individual performance against project schools onboarding experience3. Team performance against CSAT scores