Client Onboarding & Training Specialist
Department: Customer Operations
Employment Type: Permanent - Full Time
Location: Sydney
Reporting To: Director, Global Onboarding
Description
Dye & Durham, a leading global provider of cloud–based software and technology solutions, provides critical information services and workflows used by clients all over the world to manage their process, information, and regulatory requirements. The company is focused on an unwavering commitment to customer excellence and to the personal and professional growth of its employees. It offers rewarding opportunities for those with legal, tech, financial services and government relations expertise. With clients that include major law firms, financial service institutions and government organizations in Canada, the United Kingdom, Ireland, South Africa and Australia, a fulfilling career awaits you at Dye & Durham.
Job Purpose:
A seamless end to end client experience is key to the value proposition Dye & Durham brings to market.
An essential component of this is the client onboarding experience. You will be a part of the Australia onboarding team working in tandem with the Sales and Customer Success Team to ensure clients are set up across one or several of our applications in a timely and seamless manner
Key Responsibilities
Across all Dye & Durham products, you will:
* Facilitate account set up, including back-end application and billing set up for new clients in a timely manner.
* Carry out client training and onboarding support.
* Action account administration requests on behalf of clients and Sales team.
* Support the Sales team with pre-sales demos as required.
* Upkeep and iteration of documentation for onboarding procedures.
* Assist in the implementation of onboarding guidelines for new products.
* Measure and identify key onboarding trends and collaborate with the wider team to improve the client onboarding experience.
Skills, Knowledge & Expertise
* Experience building out operational workflows and processes.
* Experience in facilitating client demos and training sessions (both online and in person).
* 2+ years' experience in onboarding operations (ideally in a legal SaaS business).
* Strong attention to detail, highly adaptable, agile and comfortable with change.
* Operates with humility and high integrity.
* Hands on, action-oriented individual and a pro-active problem solver.
* Data and process driven.
* Track record of working as part of a team to meet individual and team objectives.
* Excellent written and verbal communication, interpersonal and presentation skills.
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