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Successfully implementing and onboarding a new customer will be the main responsibility of the Senior Customer Onboarding Specialist. Coordinating cross functional efforts between the Customers' teams and ours will ensure continuous growth and maximize their usage of our services. A proactive approach at handling deadlocks and managing senior stakeholders will require strong communication skills. Your strong project management skills will be essential in ensuring a smooth and timely customer onboarding process.
Your Day-to-Day Will Involve:
Project Management:
- Own and manage the entire customer onboarding and implementation project lifecycle, from kick-off to go-live.
- Develop and execute comprehensive implementation project plans, including timelines, milestones, and resource allocation.
- Monitor project progress, identify potential risks, and implement mitigation strategies.
- Ensure timely delivery of onboarding tasks and adherence to SLAs.
Customer Success:
- Build strong relationships with customers, acting as their primary point of contact throughout the onboarding and implementation process.
- Address customer enquiries and concerns promptly and effectively.
- Proactively communicate project updates and progress to customers.
- Navigate internal and external stakeholders: Leverage strong interpersonal skills to navigate through customer companies, identifying and engaging with key decision-makers to overcome hurdles and expedite approvals.
- Hold stakeholders accountable: Maintain clear communication and expectations with internal and external stakeholders, fostering a collaborative environment while ensuring timely completion of assigned tasks.
- You may be required to travel internationally to meet with customers face-to-face, fostering strong relationships and addressing specific needs directly.
Coordination:
- Collaborate closely with cross-functional teams (Sales, Account Management, Compliance, Product) to ensure efficient and coordinated implementation.
- Allocate tasks and responsibilities to stakeholders as required, monitor progress, and provide guidance as needed.
Requirements
- Certification in Project Management is a plus
- Foreign languages are a plus (incl. Chinese)
- Project Management - 3+ years of experience in project management roles, with a track record of successful project delivery
- Customer Onboarding - Strong understanding of customer onboarding processes and best practices
- KYC/CDD - Worked in, or closely with, KYC and Customer Due Diligence teams
- Maritime and/or Payments experience is a plus
- Project Management and CRM Tools - Such as Monday.com, Asana and Salesforce.
- Change management - communicates clearly and manages change effectively.
- Oral and written communication - excellent communication skills, can explain complex risk terms in business language - in English.
- Interpersonal skills - build strong relationships with both internal and external stakeholders.
- Strong problem-solving and analytical skills.
- Ability to work independently and as part of a team.
- Organisational awareness - knows how to get things done and gain commitment.
- Credible - able to hold senior colleagues to account.
- Microsoft tools - Proficient in Microsoft Office applications including Outlook, Excel, Word & PowerPoint
Benefits
- Competitive Salary and Bonus: We reward your expertise and contributions.
- Inclusive Onboarding Experience: Our onboarding program is designed to set you up for success right from day one.
- Marcura Wellness Zone: We value your work-life balance and well-being.
- Global Opportunities: Be part of an ambitious, expanding company with a local touch.
- Diverse, Supportive Work Culture: We're committed to inclusion, diversity, and a sense of belonging for all team members.
