Senior Customer Onboarding Representative

Source Support Services - Lawrenceville, GA
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Source Support Services

Senior Customer Onboarding Representative

Organization/Department: Customer Success 
Reports To: Director, Customer Success 

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

Position Overview

Source Support Services, a world leader in global technical product support and services has been growing at a tremendous pace. To maximize our new business growth potential in the coming year, we are actively searching for aggressive and experienced Senior Customer Onboarding professionals to work closely with our Sales executives and Operations teams helping Source continue on its excellent growth pace.

The Senior Customer Onboarding Representative will work directly with the Sales Directors with a key function of achieving the “Agreed Upon Run Rate” (ARR) for the customer. The Senior Customer Onboarding Representative will be responsible for the onboarding and expanding of newly signed accounts signed by the sales team, to ensure an efficient and effective onboarding that maximizes revenue potential as quickly as possible, in accordance with a pre-determined set of mid- to long-term objectives. The Senior Customer Onboarding Representative will establish and maintain operational level relationships with all customers in his or her purview, they must be an excellent communicator, documenter and enjoy working in a team environment.

The Senior Customer Onboarding Representative will benefit from an attractive compensation structure based around a competitive salary, and bonus program to ensure focused new business growth and delivery of clear objectives.

Essential Job Functions & Responsibilities 

  • Responsible for achieving new business goals to comply with “Agreed Upon Run Rate” (ARR) goals for identified customers
  • Development of customer specific onboarding execution plans to achieve the ARR
  • Contact and work closely with operations teams and sales to define growth opportunities within each account.
  • Provide updates on the onboarding strategies and plans for identified accounts.
  • Ensure actions assigned to Sales & operations are well communicated and executed on a timely basis
  • Ensure reporting and communications are frequent and bi-directional
  • Proactively support key specific existing accounts in all RFQs/RFPs and sales quotes.
  • Handle a variety of administrative responsibilities including Project Planning & CRM (salesforce.com) database management

Position Task & Duties  

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Supervisory Responsibility 

This position has no direct supervisory responsibilities but does serve as a coach and mentor for other positions in the company.

Requirements 

  • College Degree and minimum 2 years’ experience in an account management environment with a successful track record
  • Knowledge of the IT, medical and industrial equipment industries is preferred, but not mandatory
  • Working knowledge of Microsoft Office products – Excel, PowerPoint, Word as well as Salesforce.com CRM
  • Must be willing to occasionally work extra hours and with a keen sense of urgency
  • Must be able to multi-task and have excellent follow-up and follow-thru abilities
  • Demonstrated success in managing onboarding of strategic customers
  • Works continuously towards self-development to stay current on information technology services
  • Strong sense of ownership for Source Support’s success and achieving personal objectives
  • Excellent communication skills
  • Excellent documentation skills are required daily (via salesforce CRM)

Other Skills / Abilities  

  • Communication Proficiency & listening skills
  • Results Driven with a sense of urgency
  • Organizational & Time Management Skills
  • Initiative
  • Customer/Client Focus
  • Technical Capacity

Physical Requirements  

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, it is regularly required to sit; use hands to finger, handle, or feel and talk or hear. It is frequently required to operate a computer.

Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

Work Environment 

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

The noise level in the work environment is usually low to moderate volume.

Travel

Although the position is based in Atlanta, it does require flexibility with up to 20% of travel, primarily out-of-the-area and overnight travel may be expected.

Office

3505 Newpoint Place
Suite 450
Lawrenceville, GA 30043

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