Client Onboarder

As a Client Onboarder, you will work under the direction of the Onboarding Team Manager, to provide support to field-based Commercial Managers and onboard new clients into the business.

Working within the sales team, you are assured of a fast-paced, exciting role that is varied each day. The purpose of the role is to welcome new clients into the business and ensure the experience is as seamless and efficient as possible in order to create a positive working partnership with a new client. An effective onboarding process will result in both the needs of the client and the business being met.

 

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Overview

As a Client Onboarder you will work under the direction of the Onboarding Team Manager,to provide support to field-based Commercial Managers and onboard new clients into the business.

Working within the sales team, you are assured of a fast paced, exciting role that is varied each day. The purpose of the role is to welcome new clients into the business and ensure the experience is as seamless and efficient as possible in order to create a positive working partnership with a new client. An effective onboarding process will result in both the needs of the client and business being met.

A successful Onboarder will be an extremely good administrator, highly motivated and confident in nurturing client relationships in their early stages and in liaising with a range of internal departments. The ability to multi-task and be proactive about workload is key, as well as being able to provide updates on where workstreams are up to in the onboarding process.

Onboarders work closely with Commercial Managers to understand the needs of each individual client and site and assist in translating that into a viable solution that meets the requirements of the client whilst also allowing the business to be fully compliant from an industry point of view.

Onboarders, alongside the Commercial Managers will be the first point of contact that a client will have with the business and so are expected to engage with customers in a friendly and professional manner, ensuring a positive customer journey at all times.

 

Key Duties & Responsibilities

  • Complete a variety of administrative tasks in connection with the onboarding process from PSQ through to go live and communicate these stages where necessary to clients and with internal departments
  • Ensure a high degree of accuracy and process quality control through attention to detail and proactive problem-solving
  • Manage the expectations of clients; when disruptions/issues occur during the service delivery process, it is imperative to work quickly with internal departments and the client to resolve the situation
  • Work to deadlines and help to achieve weekly and monthly team sales targets
  • Liaise on a daily basis with your colleagues and update them on any developments in your work, ensuring a high level of team cooperation
  • Ensure that the Commercial Managers are kept informed of any developments relevant to the accounts you are supporting them on

    Specific Responsibilities

  • Conduct and interpret land registry searches and examine lease/ownership documentation from clients
  • Complete PSQs on behalf of Commercial Managers and with clients in order to initiate a survey
  • Check all PSQs before submission to ensure that they meet the correct standard to initiate a survey
  • Submit survey requests to Operations and oversee the scheduling and completion of this part of the process including survey date reconfirmation to the customer and Commercial Manager 48 hours before the visit
  • Ensure your surveyed sites are written up by Operations in a timely manner and tabled for ROI meetings
  • Attend ROI meetings and document the outcome of the decision to all involved
  • Fulfil the administrative duties required on Cayenne/CRM when a site has been evaluated in the ROI meeting
  • Formal introduction to the client as their Onboarder and the Sales Operations bridge post the clearance for installation (CFI) of a site in the ROI meeting – the Onboarder becomes the owner of the client and their voice internally
  • Signage requested and drafted based on knowledge built up throughout the process as to how the solution will and distributed to the client along with the installation documents and signage plan for the Commercial Manager to gain client clearance to install
  • Pre-contract form to be completed and submitted to Legal and sent to the client for signature with the Onboarder positioned as the person to deal with any queries about the commercials/T&Cs
  • Submission of PID to Operations once the relevant documentation is approved and signed by the client
  • Owner of the installation process which will involve attending cross-department meetings to track the status of your sites and remove/resolve any blockages
  • Weekly reviews with the Commercial Manager and Line Management to review the stages of all sites being worked on to ensure the pipeline is progressing as required

 

Formal qualifications and experience required:

  • Results and target driven
  • Strong computer and English language skills
  • Confidence in dealing with all levels of personnel both externally and internally
  • Willingness to assume responsibilities and take ownership of tasks
  • Aptitude to work both independently and as part of a team
  • Experience in an administrative support role
  • Capacity to work under pressure as customer requests can often occur in an unpredictable manner

 

Personal Attributes/Skills

  • A passion and enthusiasm for dealing with customers
  • Good commercial acumen
  • Solutions-oriented with good problem-solving skills
  • Strong communication skills and excellent manners are essential
  • Professional approach and results-driven with great attention to detail
  • Ability to work towards strict deadlines
  • A real knack for building rapport quickly over the telephone
  • The ability to construct well written, friendly responses to emails
  • Excellent time-management and multitasking/prioritising skills
  • The ability to “think outside the box” and have the confidence to put forward ideas to help improve processes, often to other departments
  • Self-motivated, proactive and shows initiative
  • Hands-on and flexible approach

 

This Job Description is a guide only and is not exhaustive. Additional duties may be required as and when the needs of the business or position dictate.

Submit your CV

Known for superb performance and the utmost professionalism across the industry, the hard work and quality results we bring our clients wouldn’t be possible without the 350-strong team of dedicated employees that make up Parkingeye. Looking to join the ranks of a pioneering company that continues to grow year on year? You can get in touch regarding this role via the form – by doing so, you are agreeing to the recruitment privacy policy

Alternatively, you can email [email protected]

Strictly no recruitment agencies, please – any speculative CVs we receive from recruitment agencies will be classed as our property.