Summary:: XOi is expanding the Customer Success organization and looking for an experienced Implementation/ Onboarding Consultant to join the team.
As an XOi Implementation/ Onboarding Consultant , you are someone who thrives on creative problem solving with a keen attention to detail. You have experience working with a diverse portfolio but most comfortable working with SMB and Mid-Market clients to successfully onboard them seamlessly to XOi's platform through proven discovery and change management expertise. You have a passion for technology and are eager to become a subject matter expert on our products and industries we serve (eg, field service related industries). You have a consultative approach to working with customers and understand the right questions to ask ensuring there is full comprehension of the client's workflows/ processes while also being able to effectively identify gaps that might exist. Your goal as an Implement Consultant is to ensure our clients are onboarded thoroughly and set up for success as they continue to transition to their next customer lifecycle phase.
Responsibilities: Partner closely with Sales team during hand-off to understand the needs and goals the client has for the XOi platform and ensure XOi is able to meet those expectations
Own configuration of XOi's console with appropriate functionality and integrations
Conduct client discovery to learn client's existing internal business processes and aligning XOi's product offering to enhance or in some cases, replace client's existing processes
Develop and implement the scope and schedule of the project and orchestrating the onboarding process for the client
In partnership with the client, establish Key Performance Indicators (KPIs) that drive towards customer success, satisfaction, and adoption
Continuously advise on implement plan improvements and identify opportunities for greater efficiency with a focus on ensuring client satisfaction through the onboarding process
Lead and facilitate meetings with onboarding client providing a clear agenda, collaborating with client to determine and manage to defined and agreed upon goals, and providing appropriate follow-up to clients post meeting
Work closely with internal and external stakeholders, as needed, in anticipation or to elevate project risks and issues to ensure timely resolution
Be a customer advocate communicating desired feature requests to Product Management and Customer Success team to work through validation of use case and potential alignment with product roadmap
Continually refine onboarding efforts working closely with the Product team and the Implementation Manager to refine process, materials, and technology needed to create a delightful customer experience
Qualifications: Bachelor's degree preferred
2+ years of experience in customer facing role such as SaaS enterprise software implementation, Technical Account Management, Solutions Engineering/ Consulting, or equivalent customer-facing project management experience
Strong level of experience working with and managing internal and stakeholders including client executive sponsors, program managers, and other senior leaders to set expectations, identify those responsible for accountability and escalations, and success metrics
Exceptional organizational and multitasking abilities, with experience managing across time zones,
Comfortable breaking down complex technical concepts with a clear, concise approach to users at various levels of technical expertise via multiple communication channels
Experienced working with a Customer Success Tech Stack, including but not limited to ChurnZero, Salesforce, G-Suite, Jira, Slack, Pendo, etc (or related technologies)
Familiar with leveraging LMS software to support customer onboarding would be a plus
Must be willing to travel up to 50% of the time
You Will Be a Great if You: High degree of emotional intelligence (EQ) with an ability to create meaningful relationships quickly and with results
Client first mindset! You value the importance of putting yourself in your technicians' boots!
Never stop learning and growing. You appreciate the ebbs and flows of technology and needs of customers and ensure you are constantly refilling your toolbox.
Thrive in a dynamic, fast paced environment and undaunted by ambiguity.
XOi Technologies is an Equal Opportunity Employer At XOi, we value individuality and the unique qualities we all bring to an organization. We believe we all bring experiences that have an incredible impact on our product and the experience our customers gain from using our products. We do not discriminate against employees based on race, color, religion, sex, national origin, gender, identity or expression, age, disability, pregnancy (including childbirth or other related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state, or local laws.
