Onboarding and Migrations Specialist

3 weeks ago

Melbourne, Victoria, Australia Momence Full time
About Momence

Momence is a next-gen booking and communications platform for experience-based businesses, such as yoga and pilates studios, gyms, dance schools, salons and spas, golf facilities, swim schools, etc. We help thousands of businesses with scheduling and payments, communication, and automation of their business backend. We also have a customer-facing Momence app, where tens of thousands of customers book their wellness experiences every month.

As a remote-first company backed by Y Combinator (Summer 2020), we are revolutionizing the experience economy by providing modern software solutions to an underserved industry.

About the role

Momence Onboarding and Migrations Specialists leverage their detail orientation and customer-obsession to manage the migration and onboarding process for studios and businesses transitioning from other platforms to Momence. This customer-facing role is crucial in ensuring a seamless and successful migration of data, contributing to a positive experience for our clients. Onboarding and Migrations Specialists' day-to-day work supports these core responsibilities:
  • Onboarding Coordination: Guiding new clients through the onboarding process, providing necessary support and resources to ensure they are comfortable and proficient with our platform
  • Migration Management: Overseeing the migration process as customers' primary point of contact, from initial contact, to needs assessments, to completion, ensuring data integrity and a smooth transition to the Momence platform
  • Data Migration: Overseeing accurate migration of data (client information, schedules, payment details, and other relevant data) from a client's previous platform to Momence
  • Client Communication: Regularly communicating with clients throughout migration, addressing concerns, providing timely updates, and prioritizing responsiveness as means of showing customer care and service
  • Troubleshooting: Identifying and resolving issues that arise in the migration process, working with technical support and development teams as needed
  • Training and Support: Conducting training sessions and providing ongoing support to clients, ensuring they fully utilizing the Momence features and benefits to best support their businesses
  • Documentation: Accurately documenting customer interactions, progress, and key information in our CRM system to ensure data integrity and knowledge sharing; creating and maintaining process documentation, step-by-step guides, and FAQs
  • Collaboration and Escalation: Working with various teams at Momence (Sales, Product, Support, and Customer Success) to ensure alignment and effective communication through the onboarding process and post-launch handoff; proactively addressing customer concerns, providing timely resolutions and escalating to the appropriate teams when necessary

This is a full time, fully remote, contracted position, for which we're currently considering candidates residing in Australia, New Zealand or Singapore, who can largely work in AEST hours.

About you

You're driven by the opportunity to genuinely help clients and set them (and their businesses) up for success. You recognize that customer obsession requires trust, rapport, and connection, and that responsiveness, accuracy, and detail-orientation are just as important to show you care about customers' best outcome.

While you needn't have deep experience analyzing, manipulating, or managing data, you are comfortable working with large data sets, and can successfully and accurately manage data migration. You're humble and proactive in resolving issues you encounter along the way in any project you manage, working independently to delight customers, and collaborating cross-functionally to serve their best outcome.

If you're savvy with Excel and/or Google sheets, comfortable working with large data sets, doggedly customer-obsessed, and have experience in onboarding, implementation, project management, customer success, or other client-facing roles, we might just be a great fit

What you should have

While we welcome experience from a wide range of career and industry backgrounds, all candidates should meet the following qualifications for consideration:
  • Proven success in a similar role (customer service, onboarding, implementation, project management, or other client-facing role), ideally in a software or technology company
  • Very solid proficiency in Excel + Google Sheets, data management tools, and CRM systems
  • Experience working with large data sets; strong understanding of data migration processes and best practices
  • Excellent verbal and written English communication skills; communicates complex information to diverse audience
  • Strong interpersonal skills; can build trust, rapport, and positive relationships with customers
  • Exceptional organization and attention to detail; can prioritize, manage multiple projects, and meet deadlines
  • Ability to work independently and collaboratively in a team environment, leveraging cross-functional expertise to drive customer success while managing multiple projects and client needs simultaneously

We'll be particularly excited if you also have
  • Experience in the fitness or wellness industries
  • Experience working and managing projects remotely

What we offer
  • Flexible vacation policy - we encourage you to take time for yourself, whether it be a vacation, mental wellness day, etc.
  • A peer recognition program that celebrates teammates across the company globally

At Momence, we celebrate diversity and strive to create an inclusive environment where there is respect, regardless of your background or identity. We are committed to being an equal opportunity employer and welcome you as you are.
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