Customer Onboarding Specialist

This role is open due to internal promotions within the team - It is an entry level job with scope for progression in time.

This role may involve weekends and evening work with some flexibility but Monday-Thursday hours expected to be approximately 12:00 to 20:30.

Clubforce has transformed the way sports clubs are managed. It is the leading club management platform, used by teams worldwide to unify their membership, to take the pain from admin, and to drive fundraising forward. Clubforce technology allows volunteers, parents, and players to work together more effectively and receive information at the right time so every member can participate to their best.

Clubforce is looking for a Customer Onboarding Specialist to assist our customers in transitioning to our new platform and getting the best from our products and services.

What You'll Do
At Clubforce, the Customer Onboarding Specialist will join a growing team focused on engaging with our existing client database and assisting them with upgrading them to the latest platform. This will involve resolving customer queries, recommending solutions, and guiding product users through the new features and functionalities.

To be successful in this role, you should be an excellent communicator with a good working knowledge of software. The successful candidate will be responsible for enhancing the Clubforce reputation as a company that offers excellent customer support throughout the customer journey. The role will provide an insight to Customer Success, SaaS operations, Client Management, and project coordination.

Responsibilities

• Engage with our client database and assist them with updating to the new platform. This involve contacting clubs, arranging schedule for upgrade, answering their queries on the new platform and providing a full overview of the process.
• Coordinating and facilitating onboarding upgrade process. This will require providing walkthroughs and delivering training seasons.
• Coordinating with Technical, Sales, Support, and Operations teams throughout the process
• Running progress meetings and tracking onbaording progress/issues/blockers
• Liaise and coordinate with different departments (Technical, Sales, Support) as we process club upgrades.
• Managing post-migration aftercare and support, responding to customer queries in a timely and accurate way, via phone, email or chat
• Gathering and relaying client feedback or suggestions

Personal Traits
Personally driven by working with other people
Natural empathy for others with a highly personable approach to communication
A natural desire for harmony
Good problem-solving abilities

Requirements
Excellent communication and problem-solving skills
Understanding of how CRM systems work
The ability to multi-task and communicate with various stakeholders at once.
Patience when handling customer support cases
Open to working flexible hours to suit client needs

Desirable
Some relevant experience as a Customer Support Representative or similar role
Experience using help desk software (Zendesk preferably) and remote productivity tools.

To apply: Add a Cover Letter telling us about yourself and any relevant experience along with a copy of your CV.

Ensuring a diverse and inclusive workplace where we learn from each other is core to the Clubforce values. We welcome people of different backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer.

Do your best work and grow at Clubforce.

Job Type: Full-time

Pay: €28,000.00-€29,000.00 per year

Work Location: In person