[Hiring] Onboarding Specialist @Wordly.ai

Role Description

Wordly is seeking an Onboarding Specialist that speaks both German and English to help drive customer loyalty by setting them up for success through their implementation of Wordly solutions. Reporting to the Director, Client Success & Support, you will foster strong client relationships by providing exceptional customer service, being the primary point of contact for clients during their initial moments with Wordly, addressing their inquiries, resolving issues, and coordinating with internal teams to deliver solutions that meet and exceed client expectations. Success for you means you have a great relationship with our customers while making sure they are happy with the solution and using it to achieve their goals.

Qualifications

• Natural story-telling abilities with clear and concise communication.
• Ability to explain technical concepts to a non-technical audience.
• Passionate about languages and accessibility.
• Extra passion for events and event technology (#EventProf to the front of the line!).
• Strong English skills both written and verbal.
• Experience presenting to groups of customers virtually.
• Experience in customer service, onboarding, integration of software, or equivalent experience.
• Familiarity with CRM systems.
• High level of enthusiasm, curiosity, initiative, commitment, and professionalism.
• Strong work ethic.
• Ability to thrive in a fast-paced and changing environment.

Requirements

• Deliver training in German.
• Work remotely; location preference in the UK or anywhere in Europe.

Benefits

• Energetic and dynamic startup environment.
• Passion for innovating and solving hard problems.
• Focus on system performance and customer satisfaction.
• Remote work with a great work-life balance.

What you’ll be doing

• Onboarding new clients.
• Serve as the customer’s main point of contact through their initial onboarding.
• Own the onboarding process, working with clients and internal teams.
• Lead onboarding kick-offs, training workshops, escalation calls, and ad-hoc meetings.
• Train customers in their use of the platform via coaching sessions, video, and email.
• Provide technical and consultative support to customers.
• Guide customers on best practices when using Wordly.
• Assist the Customer Success Team with workflows and data for accurate tracking and reporting.
• Act as an advocate on behalf of the customer, offering in-depth understanding of their experience and product needs.
• Develop, improve, and innovate the onboarding playbook.
• Answer emails and chats for some customers.
• Investigate and troubleshoot situations from customers.
• Answer the 24/7 emergency line on a rotating basis.