Role
What You Will Do
The Account Manager & Onboarding Representative will be a dual role and will form part of the Customer Success Team. This means that you will be responsible for onboarding new clients from South Africa, Africa and other International regions, as well as being the point of contact for the existing clients that have been assigned to you.
At Octiv, client relationships are our top priority where the first step in relationship building starts with a great onboarding experience which extends to building meaningful, long-lasting relationships that move our business forward.
Multi-tasking will play a crucial role in this position as you will be expected to liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of our customer’s needs.
In Summary you will need to ensure an exceptional onboarding process for new customers and drive them to activation. While establishing strong customer relationships with existing customers. This will include bridging the gap between customers and support to solve customer needs, advocating for customers, and creating a loyal customer base.
This is a fantastic opportunity if you have a passion for helping others, a drive for providing exceptional customer service, craving ownership, and eager to build your career and make a difference in a fast-growing B2B SaaS business.
As the Account Manager & Onboarding Representative, you will be reporting to the Customer Success Manager and the Onboarding Manager who work closely within the subdivision of the Customer Team.
At Octiv, client relationships are our top priority where the first step in relationship building starts with a great onboarding experience which extends to building meaningful, long-lasting relationships that move our business forward.
Multi-tasking will play a crucial role in this position as you will be expected to liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of our customer’s needs.
In Summary you will need to ensure an exceptional onboarding process for new customers and drive them to activation. While establishing strong customer relationships with existing customers. This will include bridging the gap between customers and support to solve customer needs, advocating for customers, and creating a loyal customer base.
This is a fantastic opportunity if you have a passion for helping others, a drive for providing exceptional customer service, craving ownership, and eager to build your career and make a difference in a fast-growing B2B SaaS business.
As the Account Manager & Onboarding Representative, you will be reporting to the Customer Success Manager and the Onboarding Manager who work closely within the subdivision of the Customer Team.
Your Responsibilities Will Include
ONBOARDING
- Crucial understanding of the nature of clients’ business functions and needs in accordance with Octiv from the point of inception.
- Ensure that customer expectations have been met and that they feel comfortable using the product from the first moment.
- Ensure customers get exceptional customer service and an amazing customer experience while ensuring the onboarding experience is as frictionless as possible
- Acquire the information needed to assist the client to set up their account and in some cases facilitate in the creation of the account
- Sort, upload and migrate member templates
- Assist new clients with migrating over to Octiv
- Help customers complete their account setup and implementation thereof
- Assisting clients with third party integrations such as payment gateways and Vitality
- Drive product adoption and retention from the very first steps of the user journey, basically setting customers up for success by helping new customers achieve the “Aha” moment in a fast manner.
ACCOUNT MANAGEMENT
- Serve as the main point of contact for all client concerns and their needs through email, video call, or in-person meetings.
- Build and strengthen client relationships to achieve long-term partnerships.
- Maintain accurate client records and keep track of discussions or updates regarding their needs.
- Handle support inquiries and requests from clients and address their needs.
- When necessary, log, test, and sign off any identified bugs, workflow issues, or feature requests.
- Develop a thorough understanding of our product and features while driving product adoption.
- Understand the client and the nature of their business. This includes the application of Octiv product knowledge to accommodate their needs.
- Collect and act on client feedback.
The Ideal Candidate For This Role Possesses The Following Qualities
- Preference will be given to applicants who are fluent in English and preferably German.
- Prior experience in a customer service/onboarding role.
- Tertiary education or at least 2 years experience in the customer service or Saas industry.
- Ability to multitask and juggle several responsibilities simultaneously.
- Strong written and verbal communication skills.
- Excellent organisational skills and attention to detail.
- Outgoing personality with strong communication skills and EQ.
- A strong desire to work in a SaaS space.
- Flexible to change and willing to adapt to new processes.
- Willingness to learn and share skills with your team members.
- A team player.
- Enthusiasm for health and fitness– because we live our brand.
What We Offer
- A positive, performance-driven work environment in a young, dynamic team with a shared vision.
- Ongoing training and mentorship.
- Direct communication channels and encourage creative input.
- Room for personal and professional development.
- Working in a fast-growing company with international clients.
- HQ in Cape Town CBD with a hybrid home/office structure.
- An open-minded and dynamic working culture.
- A team culture that values people.
- We work hard and play hard.
