Onboarding Consultant (HSC)

The Access Group
11 Nov 2017
16 Nov 2017
Contract Type
Full Time
PeoplePlanner OnBoarding ConsultantAccess UK Ltd Since 2012 we have gone from 380 employees to now currently just over1000 through growth organically and through acquisition. Access have a2020 vision to be the UK Mid-Size Market leader in cloud based softwarewhich will create huge opportunity for employees and see us gain evenmore market share. At the moment we have over 10,000 customers who useour range of software and services including ERP, finance, HR, Payroll,CRM, warehousing, business intelligence, professional servicesautomation and manufacturing. We exist to free people from complexity so they can move with speed andease. We achieve this by delivering simple, friendly, smart and reliablesolutions. We take business operations online and mobile Access UK Ltd aims to be an equal opportunity employer and is determinedto ensure that no applicant or employee receives less favourabletreatment on the grounds of gender, age, disability, religion, belief,sexual orientation, marital status, or race, or is disadvantaged byconditions or requirements which cannot be shown to be justifiable. Background As an On Boarding Consultant you will form part of the PeoplePlannerTeam and will be based in Brighton, reporting to the, Head of Operationsfor Peopleplanner. The focus of the role is to provide an excellentcustomer experience to customers signing up to Peopleplanner from pointof Order through to being Live with the service. Performance will bemeasured on Project delivery, Customer Satisfaction and utilisation ofyour time. The vast majority of the customer on-boarding process will be deliveredremotely and will incorporate data importing, configuration of clientenvironments, web-based training and remote installations. An excellentphone manner, tenacious attitude , drive to ensure each customerreceives an excellent service and the ability to deliver intuitive andengaging training sessions over the web are essential. The Job - Overview The role will involve working alongside the Sales, Infrastructure,Development and Support teams. Sales of PeoplePlanner applications willincorporate a set up fee that will entitle the customer to a number ofhours of assistance in getting their application(s) up and running. Theset up process will incorporate a number of key stages, including:Creation of the organisation (and application) within aCloud, import ofdata, system configuration and web-based training (both admin and user level). A key focus of the role will be on continuous improvement of thedelivery process, in that we will constantly strive to empower ourcustomers to self-serve through the use of user-friendly, structureddocumentation and video, without compromising the customer journey. Adynamic approach will be required to question where these efficienciescan be found and then implement changes to the set up process where applicable. The final component of the delivery will be a handover to the supportteam at Access in such a way that the customer receives the relevantcommunication and our support team are able to pick up the support ofthe solution without compromising the customer's perception of the service. You will work closely with the Head of PeoplePlanner Operations torefine and improve the processes and service to customers. The Job in more detail PeoplePlanner set up tasks Configuring client environments to match their unique terminology and processes, often over more than one session with newly established businesses On-line training with clients, often via conference call facilities where clients have more than one site. You will be the face and voice of Access to the client throughout the whole of their on-boarding experience. Maintaining detailed training and configuration records to pass on to the support team once on-boarding is complete Reporting Weekly update on current project status by customer, sites going live. Ad hoc reporting of software issues and bugs to the development team Handover of sites to the support team How to succeed at the role The role requires a tenacious, and very patient individual with aninquisitive and investigative nature who constantly strives to improvethe processes involved in setting up new customer site. Excellentcustomer service skills and telephone manner is also required. Theability to communicate well and build relationships internally and workas part of a broader, very busy team is also essential. Skill requirements Data manipulation and importing An understanding of relational databases and web technologies Proven Customer Service skills GoldMine Enterprise Edition (training to be provided)? A passion for delivering high quality reports and communicating these to the business A drive to continually improve processes and systems The ability to plan, prioritise and work on several projects at once The ability to quickly learn new applications and technologies including PeoplePlanner and Care Blox The ability to work autonomously and as part of a team with effective communication skills, actual and virtual A knowledge of the care sector would be a distinct advantage, but is not essential as the ideal candidate will pick this up quickly from customer interaction Other To work in accordance with the companies policies and procedures Any ad-hoc duties We reserve the right to amend and vary these duties in line withbusiness requirements.You agree that the company may undertake regular background or policechecks, including but not limited to a County Court Judgment check asappropriate to your systems access rights, role or status within theCompany. - provided by Dice CLOUD, CRM, ERP, GOLDMINE, MOBILE, SAP CRM