Customer Onboarding Specialist

The Customer Onboarding Specialist is responsible for guiding customers through our onboarding process to ensure a smooth transition, a passion for delivering exceptional service, and successful integration of our services, contributing to revenue growth.

Responsibilities

• Facilitate the customer account setup and onboarding process.
• Serves as the main point of contact for customers during the onboarding phase, providing expert guidance and support.
• Initiate and maintain proactive communication with customers, building strong relationships and understanding their unique needs and objectives.
• Manage the end-to-end onboarding process, collaborating with internal and field teams to ensure timely delivery and a seamless customer experience.
• Conduct virtual training sessions to empower customers to utilize tools and resources effectively.
• Retain, grow, and achieve departmental and organizational goals for office customer base.
• Proactively contact customers on a structured basis utilizing call volumes to drive existing office growth and retention.
• Identify incremental sales opportunities within the customer base.
• Tracking and managing deals through various stages of the sales pipeline to streamline sales processes.
• Oversee/identify offices whose business is lost or declining, document reasons for decline or loss.
• Provide comprehensive service to offices and dentists, addressing inquiries related to pricing, products, and complaints.
• Educate offices on emerging products and industry trends, maintaining credibility through an in-depth understanding of current market conditions and competitors' products.
• Act as a liaison between technicians and offices, offering product and technical advice.
• Collaborate with other departments, ensuring prompt resolution of all questions, issues, and follow-ups regarding cases within a 24-hour timeframe.
• Record all customer information and interaction.