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&apos 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
- Fluent in both written and spoken English and Mandarin.
- 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
- Maritimeand/orPaymentsexperience 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&aposre committed to inclusion, diversity, and a sense of belonging for all team members.
