We seek a dynamic and detail-oriented Client Onboarding and LMS Specialist to join the team. This role is integral in ensuring a seamless onboarding experience for new clients onto the Learning Management System (LMS) platform. The ideal candidate will be responsible for training clients and their employees, providing engaging demonstrations, managing ongoing account needs, and handling various customer service tasks. This role requires a blend of technical proficiency, excellent communication skills, and strong organizational abilities.
Job Responsibilities
Client Onboarding:
- Lead the onboarding process for new clients, ensuring a smooth transition onto the LMS platform;
- Customize onboarding plans to meet the specific needs and goals of each client.
Training and Support:
- Conduct training sessions for clients and their employees on the use of the LMS platform;
- Develop and maintain training materials, including user guides, tutorials, and video content;
- Provide ongoing support and troubleshooting assistance to clients to address any issues or questions.
Client Demos:
- Prepare and deliver live demonstrations of the LMS platform to prospective clients and existing users;
- Tailor demos to highlight features and benefits relevant to each client’s needs.
Account Management:
- Build and maintain strong relationships with clients, serving as their primary point of contact;
- Monitor client satisfaction and proactively address any concerns or feedback;
- Manage and track client accounts, ensuring timely follow-ups and resolution of any issues.
Reporting and Analysis:
- Generate regular reports on client usage and performance metrics;
- Analyze data to identify trends, opportunities for improvement, and areas of concern.
Customer Service:
- Answer client inquiries and provide support via inbound calls, emails, and other communication channels;
- Handle general customer service tasks as needed, including addressing and resolving issues or complaints;
- Serve as a backup for the customer service team, ensuring continuous support coverage.
Continuous Improvement:
- Stay updated on LMS platform updates, industry trends, and best practices;
- Collaborate with the product and development teams to provide client feedback and contribute to platform enhancements.
Requirements
- Proven experience in client onboarding, training, or account management, preferably within a SaaS or LMS environment;
- Understanding of LMS platforms and their functionalities;
- Excellent communication and presentation skills, with the ability to engage and educate diverse audiences;
- Highly organized with strong attention to detail and the ability to manage multiple tasks simultaneously;
- Proficiency in using CRM and LMS software, as well as Microsoft Office Suite;
- Ability to work independently and as part of a collaborative team;
- Problem-solving skills and a customer-centric approach.
Minimum Technical and Work Environment Requirements:
- Internet Connection:
- Primary internet connection with a minimum speed of 15 Mbps.
- Backup internet connection with at least 10 Mbps.
- Backup connection must be capable of supporting work during a power outage.
- Primary Device:
- Desktop or laptop equipped with at least:
- Intel Core i5 (8th generation or newer), Intel Core i3 (10th generation or newer), AMD Ryzen 5, or an equivalent processor.
- A minimum of 8 GB RAM.
- Backup Device:
- Must meet or exceed the performance of an Intel Core i3 processor.
- Must be functional during power interruptions.
- A functioning webcam.
- A noise-canceling USB headset.
- A quiet, dedicated home office space.
- Peripherals and Workspace: A smartphone for communication and verification purposes.
Benefits
- Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.
- Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.
- Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.
- Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.
- Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.
- Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.