ABOUT TRIBUTE TECHNOLOGY:

At Tribute Technology, we make end-of-life celebrations memorable, meaningful, and effortless through thoughtful and innovative technology solutions. Our mission is to help communities around the world celebrate life and pay tribute to those we love. Our comprehensive platform brings together software and technology to provide a fully integrated experience for all users, whether that is a family, a funeral home, or an online publisher. We are the market leader in the US and Canada, with global expansion plans and a growing international team of more than 400 individuals in the US, Canada, Philippines, and Ukraine.

POSITION SUMMARY:

Our Client Onboarding Specialists are responsible for managing the customer’s progress from the original sale of a website, management system, and/or quote builder tool through to the point of adoption. The right candidate will strive to understand each client’s individual needs in order to deliver an outstanding final product, and they will bring urgency to the setup processes in order to ensure timeline metrics are met.

In general, this role is responsible for managing client expectations, overseeing all project communication throughout the setup processes, educating clients on platform capabilities/limitations, and delivering best-in-class online solutions for our customers’ business needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Build and maintain relationships with new and potential clients while promoting our company values.
• Act as a coordinator and primary point of contact for multiple projects across various stages of the onboarding process.
• Develop an understanding of individual business operations and objectives in order to deliver a personalized setups for every client.
• Ensure projects maintain momentum by keeping clients engaged throughout their onboarding and adhering to strict deadlines.
• Perform basic administrative tasks for each project (e.g. requesting information and files from the client, scheduling follow-up meetings, assisting with questions as they arise, etc.).
• Proactively manage client feedback, and assist with minor system edits as needed.
• Collaborate with internal teams to execute major change requests and perform technical processes.
• Lead client training sessions on the use of our software products (potentially on-site), and communicate system concepts to clients with varying degrees of technical expertise.
• Work cross-functionally to provide clients with outstanding products, customer service, and high-level support throughout the onboarding and post-launch periods.
• Troubleshoot and resolve platform issues as needed for internal and external stakeholders.
• Stay up to date on current onboarding practices and platform capabilities.
• Assist with additional internal training responsibilities as needed.

EDUCATION AND/OR EXPERIENCE:

• Minimum of Associate degree or 1-2 years of sales, project management, or customer service related work experience.
• Experience with web-based technology.
• Proven ability to learn new processes and systems quickly.
• Basic understanding of what constitutes clean website design a plus (no coding experience needed).
• Prior experience with Salesforce and/or design programs a plus!

KNOWLEDGE, SKILLS, AND ABILITIES:

• Excellent organizational and multi-tasking skills with a strong attention to detail.
• Effective time management to include establishing priorities and meeting deadlines in a fast-paced environment.
• Strong oral and written communication skills with both internal and external stakeholders.
• Ability to troubleshoot and resolve issues timely and accurately.
• Ability to maintain a high level of confidentiality when handling sensitive information.
• Continuously takes initiative to improve knowledge/skills and make processes more efficient.
• Ability to adapt to new technologies quickly.
• Ability to effectively work as a team player.
• Intermediate to advanced computer skills and knowledge of Microsoft Office products.

TRAVEL:

• Drive occasionally for events, meetings, etc.

WORK ENVIRONMENT / PHYSICAL DEMANDS:

Work is generally performed in an office environment and routinely requires employees to perform the following while carrying out the essential functions of this job:

• Use standard office equipment (computer, phone, printer/photocopier, etc.)
• Sit for long periods of time
• Lift and/or move up to 10 pounds and occasionally lift and/or move up to 20 pounds

Psychological conditions:

• Contact with clients on regular basis, multiple priorities and deadlines, pressure of sales targets

DISCLAIMER

Because of the changing nature of work and work to be done, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. The incumbent may be asked to perform other duties as required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.