Business Operations Specialist
Há 5 dias
Customer Onboarding & Implementation SpecialistXenia is a leading operations management platform that helps restaurants and retail businesses streamline their daily operations, ensure compliance, and drive accountability through digital checklists, audits, and real-time reporting.This role is critical to ensuring our customers achieve maximum value from the Xenia platform through expert guidance, training, and problem-solving.
As a Customer Onboarding & Implementation Specialist, you will lead customer implementations, provide ongoing technical support, and drive successful customer onboarding.Key Responsibilities:Lead Customer Implementations: Conduct comprehensive onboarding sessions via Zoom to guide new customers through platform setup and configurationWorkspace & Application Configuration: Assist clients with set up & configuration of customer workspaces including locations management, user roles & permissions, organizational structure, checklist templates / digitizations, and operations workflows / assignmentsTraining Delivery: Train customers on both web and mobile applications, covering all core features and best practicesGo-Live Support: Ensure smooth rollout to store locations with hands-on assistance during initial deploymentOngoing Support: Provide expert assistance via email and Zoom for customer questions, feature requests, and optimization needsRelationship Management: Maintain strong relationships with key stakeholders throughout the customer journeyFollow-up & Check-ins: Schedule and conduct regular progress reviews to ensure successful adoption and identify expansion opportunitiesBest Practices Guidance: Share industry best practices and platform optimization strategies to maximize customer ROIIssue Resolution: Diagnose and resolve technical issues including document uploads, user access problems, notification settings, and feature configurationBug Documentation: Document technical issues and work closely with the Engineering team to prioritize and resolve platform improvementsKnowledge Management: Maintain customer support help center and update implementation guides, video tutorials, and support documentationRequired Qualifications:Technical Skills: Strong aptitude for learning software platforms and ability to troubleshoot technical issuesCommunication: Excellent verbal and written communication skills with ability to explain complex concepts clearlyTools Proficiency: Experience with video conferencing platforms (Zoom), CRM systems, and project management tools
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