The Company:talech is an innovator in the POS space for small and medium businesses (SMB). The Palo Alto-based software company helps SMB, predominantly in the Retail, Restaurants and Services verticals simplify operations and make better decisions through an integrated point-of-sale system. In late 2019 it was acquired by US Bank and is now a division of the company. Within US Bank, talech is tasked with leading the charge on the digital transformation required to enable the development and execution of a comprehensive digital experience for SMBs where the interface to the customers is the talech POS and from it a comprehensive set of additional solutions (software and banking alike!) are enabled to the customers. Ultimately, we aim to empower business owners with the tools and insights needed to grow their business and achieve their goals.
As a talech Customer Onboarding Specialists, your primary objective is to help our new merchant's set up and configure their talech system in the best way. This entails being the merchant's main POC through their onboarding journey starting with their initial Welcome Call, through the SUCCESS call, and to the Post Go-live call, and everything in between. You will validate the solution sold to the customer matches their needs and, start their journey with us on the right foot.
Expected Results of Position:
You will be measured by your ability to get customers live:
- On-Time: ensure projects completed in the shortest duration from signature to go-live
- On-Budget: ensure projects completed with the minimal effort - for both us and more importantly, the customer, and
- On-Quality: ensure projects are delivered with the best customer experience, minimal re-work, and best results in terms of usage, adoption and ultimately value generated from the solution.
Lead the onboarding projects for designated customers and be accountable for their success.
Educate customers on the onboarding process: tasks, resources, timelines, who does what, etc.
Ensure that our new clients smoothly deploy and configure their talech hardware and software and (if needed) transition from their older system.
Engage directly with customers with a white-glove experience ranging from calls, emails, and meetings to gather/relay information to ensure a quality onboarding, including the Welcome call, the SUCCESS call, the Pre and Post Go-Live calls and more
Ensure customers are ready to manage the talech system on their own post Go-Live and are confident doing so by arming them with the right knowledge and help trouble-shoot problems they may encounter.
Assist in the coordination of “behind-the-scenes” activities needed to complete the onboarding process, such as hardware delivery, menu building and more.
Capture in our system all customer notes and information
Advocate for the customers' needs by relaying unique customer desires and wants to the Product team as an Enhancement Request for future consideration.
- High school diploma or equivalent
- One to two years of customer service experience
-Problem-solving and negotiation skills as well as the ability to handle difficult customer calls
- Ability to identify and resolve/escalate complex problems with minimal guidance
-Time management skills to maximize the number of clients that can be assisted while maintaining a high level of customer service
Apply on company website