Client Implementation Specialist

Location

Remote | Canada

Job description

About Us:

Veta Virtual is a rapidly growing company that is redefining the traditional virtual receptionist industry. We are actively seeking energetic and passionate people who are eager to learn and grow. We aim to change how businesses work by streamlining how they interact with their customers. Veta Virtual was founded in 2021 and is currently growing very fast year over year. We are bootstrapped and our mission is to make a long term positive impact with sustainable business practices. Culture and people drive our mission, not money.

Companies have a tough time handling lots of phone calls and other client interactions, and we're here to help. We make communication smooth and easy. Our strength is in providing a flexible and highly personalized service that meets the unique needs of each of our clients and makes our client's customers extremely happy. If you're excited to be part of a company that's trailblazing a new path in an old industry and want to immensely grow your skills and career, Veta Virtual is the place for you!

Who You Are:

We are seeking a friendly and knowledgeable Client Implementation Specialist who loves helping our new clients get started! You'll spend most of your day setting up new client accounts in our systems, making them feel at ease and excited about getting started, and ensuring they are successful with our services in their initial 60 days. You are adept at solving problems and are able to empathize with new customers, who come with a wide range of expectations and emotions. Your role has a high impact and you will quickly see the direct results of your efforts. If you have a talent for making clients feel welcomed and comfortable, we'd love for you to join us!

What Your Team Does:

Our Client Success team really loves helping our clients have the best experience from the start and all through their time with us. Our team is dedicated to making a real difference in our clients' businesses. You will work closely with, and report to the Manager of Client Success, and you will also work with other Client Success Managers who manage the client relationship directly. 

What You Will Do:

Client Onboarding (60%): You'll be the main person to welcome and launch new clients, primarily within the first 60 days. You'll make sure they have a smooth start, understand everything well, and manage expectations. You'll work closely with our sales and operations teams to make sure we exceed the client's expectations before handoff to the CS team. You will set up clients in our CRM, contact center software, create client scripts, make booking and intake forms using Calendly and Jotform, and build no-code automations using Zapier. You'll handoff the client to the CS Ops team once all of the initial onboarding steps for the client are complete.

Problem-Solving (20%): If any issues come up while new clients are starting, it's your task to diagnose, resolve, and make sure our clients are happy with how we solved any challenges. We understand that each and every new account has tweaks and hiccups, and you'll keep on top of these obstacles to overcome them quickly. You'll relay any operational changes to the ops team, and any necessary long term product improvements to the product team.

Process Improvement (20%): You'll look at how we do client onboarding and operations and find ways to make them better. Processes can always be improved, we really value feedback and suggestions across all areas of the business. You will manage a backlog of onboarding process improvements to be implemented. You will manage the onboarding documentation and procedures in preparation to hire additional onboarding associates.

You'll work closely with our CS team to make sure client transitions are as smooth as possible. You'll work together with our sales, operations, and tech teams to make sure our service is great and keeps getting better. You'll be part of our regular team meetings, help make onboarding materials for new clients, write new support articles and share what you know to help the team learn and grow.

During downtime or for higher priority tasks, you'll work on smaller implementation projects across the company to help facilitate these and other improvements and other business demands as those needs arise.

What You Must Have and/or Highly Preferred:

• Bachelor's Degree in Communications, Business Administration, Engineering, or a related field that provides a strong foundation for this role
• Minimum 3-5 years of experience in client onboarding, account management, implementation, or similar fields; or the ability to demonstrate a similar skillset
• Minimum 3 years of experience with Hubspot or other CRM tools
• Minimum 2-3 years of experience working with No Code applications such as Zapier and Make (Integromat).
• A proactive, robust client-centered focus coupled with a dedication to delivering exceptional experiences.
• A proactive mindset on innovative thinking, exploring creative solutions where suitable to address various challenges, and weighting them appropriately
• Fluent and effortless communication skills, both verbal and written, with the confidence and sensitivity to address the needs of all client stakeholders.
• Comfort and assurance in facilitating live sessions ‘in person' through platforms like Zoom, effectively engaging with participants and managing the session dynamics

Bonus Points If You Have:

• Any previous experience in consulting or working with key stakeholders in executive positions is highly preferred, although optional.
• Any technical background or experience with the software/web development process is highly desirable, although optional.

What's In It For You:

• Competitive Compensation: A competitive compensation package with base salary and performance bonus
• Growth Opportunities: We prioritize promoting from within, allowing dedicated individuals to move into leadership or specialized roles based on their skills and interests.
• Learning and Development: We support continuous learning by providing access to a range of training programs, workshops, and courses. We encourage our team to broaden their skills and knowledge, which can lead to more responsibilities and diverse project engagements.
• Performance Recognition: We recognize and reward exceptional work. Regular performance reviews and feedback sessions are conducted to discuss achievements, areas for improvement, and career aspirations, allowing for tailored development plans.
• Innovation Encouragement: We highly prize innovative thinking and encourage our team members to bring forward new ideas and solutions. Those showing a high level of initiative and creativity may have the chance to lead new projects and initiatives.
• Remote Work Environment: Enjoy the flexibility of being fully remote, and access to company HQ in Toronto for occasional business meetings and company events. Preference for individuals within commuting distance of Toronto, but not mandatory.
• Paid Time Off: We offer a 15-day minimum paid time off and unlimited unpaid time policy as we believe that rest and rejuvenation are key for high performance.
• Culture Building Initiatives: Company-wide events hosted by our Culture Committee, as well as regular team events, designed to foster connections between team members.

Application with video submission will be prioritized.

Job tags

Salary