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Customer Onboarding Specialist

3 months ago

North York, Canada iLobby® Facility & Visitor Management Full time

About iLobby Visitor Management:


iLobby is the global leader of SaaS-based enterprise visitor management system, with an easy, reliable and innovative platform that has become an integral part of day-to-day operations for major governments, banks, airports, manufacturers, and Fortune 500 companies worldwide. With iLobby, we help clients succeed in tracking, managing, and monitoring who is in their building – while increasing security and efficiency.


At iLobby, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas.


In being a great place to work, we are proud to offer a range of experiences and opportunities that will help our employees to achieve their career and personal goals and enable them to live a healthy and balanced life.


About The Role:


To support our growth, we are expanding our Customer Experience team and are looking for a Customer Onboarding Specialist . Working in Customer Onboarding, you will be responsible for owning the entire iLobby onboarding process, from training to kiosk hardware delivery, delivering first value, and project managing a successful implementation. In implementing iLobby to large global enterprises, you’ll be focused on helping customers achieve a fast time to value, building confidence in our platform’s solution by owning the entire post sales setup experience.


This role is a hybrid position where you'll be required to come into our office twice a week.


Client Consultation:


  • Run productive onboarding calls and training sessions with customers to educate and guide through configuration process - you thrive on teaching and are a very extroverted person. This is a very customer facing role.
  • Consult with the client to gather and document use case configuration requirements.
  • Take point on resolving implementation issues: Hardware delivery, software setup accuracy.
  • Make sure iLobby’s software product is configured according to customers’ use cases and outlined configuration workflow in order to drive fast adoption upon launch.


Onboarding Project Management:


  • Own and manage the customer relationship from the point of sale through successful implementation of iLobby.
  • Coordinate hardware deployment either internally or to 3PL.
  • Project manage assigned onboardings, regularly reviewing data to assess where clients are not progressing, and take action where required.
  • Focus on achieving high customer onboarding satisfaction scores and delivering fast time to value.
  • Build customer accounts within the iLobby portal according in alignment with compliance guidelines.
  • Handle customer workflow, facility, and personal information according to sensitive data handling best practices.
  • Review Deals won notes to determine roll out challenges and plan accordingly.
  • Take initiative on special projects to improve onboarding processes in alignment with iLobby’s customer journey.
  • Oversee the deployment function, handling the packaging for deployments as needed.


Experience You’ll Bring:


  • You are very extroverted and are comfortable leading multiple training sessions a day
  • You love talking to clients from all walks of life - we are a tech company with clients across the globe
  • Be very solution oriented and able to communicate and collaborate with your team members and colleagues
  • You are very strategic and organized - you will be in charge of many onboardings at once
  • You have an owners mindset, with an ability and inclination to be hands on in all aspects of the customer onboarding.
  • Effective multi-tasking, outgoing communication, to maintain implementation SLA and positive CSAT.
  • As part of a fast-growing startup, you are willing to wear multiple hats when needed and want to provide feedback to help mature the onboarding process based on your experience.
  • You have experience working in SaaS companies with a client-facing role onboarding clients.
  • You are independent and proactive - You can search in all available resources available and if you can’t find the answer, you reach out and document the answer for future use.
  • 2+ years of project management, SaaS onboarding, account management or involvement in other customer success positions
  • Ability to juggle priorities and thrive under pressure.


Why work at iLobby?


iLobby is the global leader in enterprise visitor management, helping complex enterprises digitize, optimize, and automate their key facility process – from streamlined visitor management to emergency evacuation, our Facility OS Platform is cutting edge and driving significant value with our customers.


We work hard and play hard and we do both with passion and respect for one another. Our company promotes a fast-paced, fun, friendly, and highly collaborative work environment that provides: