Customer Onboarding Specialist (Remote)

About Us

Kegmil is revolutionizing the way mission-critical facilities and assets are repaired and maintained via complex systems of people and processes. We are on a mission to empower millions of deskless field service professionals in Southeast Asia with technology and data to supercharge their operational efficiency and service performance. Our cloud-based, mobile-first software intelligently automates and optimizes field activities for maintenance heroes who keep our world running across industries from elevator to data center equipment servicing.

We are a curious and collaborative team that derives purpose and joy from putting our customers at the center of our innovation, helping them to transform and grow their businesses profitably. Our culture also inspires our employees to be their best in an inclusive and supportive environment. We listen to and learn from one another, take ownership and deliver on our promises with grit, resilience and speed to lead the age-old field service industry into the future.

Role

Kegmil is seeking an empathetic and service-oriented team member to join our Customer Success team that focuses on cultivating strong relationships and loyalty with our customers. As a Customer Onboarding Specialist at Kegmil, you will own the critical early phase of the customer lifecycle by delivering a phenomenal onboarding experience and positive first impression with new users of our product. You will be responsible for account setup, configuration and initial training, driving implementation and adoption against a defined onboarding schedule, and ensuring that customers’ desired business outcomes are achieved by realizing our product’s benefits and value. Rooted in a culture of continuous learning, you will be empowered to provide constructive suggestions to improve our onboarding processes and work closely with Product and Engineering team to make important product enhancements based on customer feedback. We are an ambitious bunch with big targets to meet in the year ahead – and you will be instrumental in driving our success!

Responsibilities

▪ Manage portfolio of new customer onboarding projects to ensure successful and timely completion by their deadlines, and report weekly on the progress of those assigned customers.

▪ Coordinate, schedule and host regular strategic calls to get customers started and proficient in using our solution with domain specific configurations, customizations and/or integrations.

▪ Develop a comprehensive understanding of customers to appropriately address their business objectives based on our solution capabilities and benefits throughout the onboarding process.

▪ Train and empower new customers to derive maximum value out of Kegmil as a solution expert.

▪ Identify and escalate issues quickly as well as channel customer feedback towards feature enhancements and prioritization to shape our product roadmap and winning use cases.

▪ Drive efficiency in our onboarding process by developing best practices and process improvements on an ongoing basis.

Requirements

▪ Good listener and empathetic communicator who is naturally interested and eager to probe, ideate, and hunt for solutions to customers’ technical and non-technical problems.

▪ Ability to multi-task, prioritize and manage time effectively in handling multiple projects.

▪ Keen attention to detail and excellent follow through – the ball is never dropped.

▪ Comfort with ambiguity in a fast-paced, dynamic environment where change is the only constant.

▪ Excellent verbal and written communication skills in English.

▪ Previous experience in a customer facing role, including account management, customer support, product or project management and sales – preferably in software/tech industry.