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Client Onboarding Specialist

Full Time
  • Full Time
  • United States [Telecommute]
  • Booksy profile

Website Booksy

Job descriptions are kinda like insurance policies: long, boring, skimmed not read, but everybody needs what they’re offering. Our take is, if you’re going to spend time doing something, why not make it semi-enjoyable? We say “semi” because we know work is called work for a reason, but we like to have fun too. Don’t just take our word for it.

Needless to say if you do get hired, we’ll still give you insurance policies to read But for now, here’s who we are.

At Booksy, it’s always been our passion to help beauty professionals amplify their artistry. It’s our job to provide them with tools to make running their business smoother and their lives simpler. Taking a 30,000 foot view of the world today, our vision broadens: We strive to be the most trusted solution for appointment-based service providers. PERIOD. We could really use your help to get there.

What you’ll do

• Work together with the Migrations Team to process migration requests for providers moving from their old booking platform to Booksy

• Monitor and track the lifecycle of a migration and participate in quality management reviews before specified cut off dates

• Perform quality control checks to each migration ensuring that all of the confirmed information from the previous booking system has been transferred correctly to the providers Booksy account

• Understand how to navigate other booking platforms and translate the information requested to be added to Booksys system

• Communicate efficiently to providers on how the migration process works and set realistic expectations as to when the migration will be complete

• Follow up with providers once the migration is complete and train them on necessary product features via phone, SMS or online chat

• Provide QA time estimates internally and externally based on necessary time needed to complete the QA check after migration

• Monitor, track and prioritize workflow based on process stages and estimated deadlines

• Identify potential roadblocks for scheduled completion and manage escalations; provide appropriate solutions with a sense of urgency and follow up to ensure resolution

• Keep records of provider interactions, inquiries and concerns via CRM management

• Listen to provider needs, troubleshoot technical problems and address provider concerns

• Provide timely feedback to the company regarding service issues, bug issues or provider concerns

• Work closely with Global CS teams in Poland, UK, Brazil and Spain to solve problems

• Own the quality of the migrated data and validity of the migrations process

Requirements

Have at least 1+ year(s) of Customer Success or Account Management experience, preferably with technology/SaaS companies

• Ability to combine technical know how with empathy, patience and strong communication skills

• Experience supporting customers using SaaS solutions or internet/mobile products

• Success working in a fast-paced, dynamic and forward thinking environment

• Coachable and eager to learn; maintains a positive attitude and thinks big picture

• Comfortable making outbound calls and providing innovative solutions to meet customer needs

• Strong organizational skills with attention to detail

• You’re a self-starter, We’re a start-up. Innovation is a requirement and ideas are expected

• Familiarity with CRM systems and ability to learn new software

• Excellent written and verbal communication skills

• Must be customer-obsessed and able to adapt and respond to a diverse client base

• Adaptability – you embrace new challenges and aren’t afraid of tough conversations

• Ability to multitask, prioritize and manage time effectively

Benefits

• Health/Dental/Vision/Commuter Benefits

• Awesome (paid) Parental Leave Policy

• Unlimited Paid Time Off

• Eligibility for quarterly performance bonus

• Work/Life Balance

• Weekly Happy Hour

• Ample Opportunities for Professional Growth

Let us apply for you (from 10$)

To apply for this job please visit apply.workable.com.