Senior Onboarding Coordinator

As a Senior Onboarding Coordinator, you will handle all aspects of getting a new customer live with Lavu’s product offering. You will use industry and hospitality experience to delight our customers as you guide them through the implementation process and be their single source of truth during the onboarding ramp period. You will work cross-functionally with internal partners and department heads to ensure our customers' successful integration into the Lavu family. You will become an expert at using our product and at showing our customers how to use it, making sure customers are live at their requested date and reducing churn by ensuring they are fully prepared to use the software.

Responsibilities:

• Single point of contact responsible for all communication between Lavu and the customer during the product onboarding process, from the close of the initial sale to go-live and handoff to Account Management.
• Develop, execute and lead a project plan specific to the client, ensuring deadlines are met
• Multi-task and manage a large portfolio of diverse merchants with different software and hardware requirements
• Understand business priorities and how to prioritize customers based on their stage in the process
• Develop an expert knowledge of Lavu’s product offering and be able to offer insight and entry level support as needed
• Advocate on behalf of the customer, bringing a “Customer First” approach to the Onboarding Process
• Advise on configurations and upsell customers on hardware and additional software
• Work closely with our Sales, Payments, Fulfillment and Account Management teams to help facilitate a seamless onboarding experience.

Qualifications:

• At least 2 years of customer service experience, with hospitality experience preferred
• At least 1 year of experience in the project management space, or equivalent experience
• Restaurant POS experience is a plus, but not required.
• Experience with HubSpot preferred but not required
• Embraces and is an ambassador of Lavu's culture.
• Committed to professional development including soft skills, product knowledge, integrations and industry knowledge.

Working conditions

This role is open to highly qualified remote candidates working EST 8am-5pm/9am-6pm. This is an independent contractor, remote role. The compensation for this role is $9-$11USD hourly, dependent on experience.

This role is office based, meaning if remote, a suitable space that allows for uninterrupted work is required. This role requires customer facing interaction including scheduled meetings using Video and Phone Conferencing tools. Hardware required: laptop, headset, stable internet connection, iPad. 

Physical requirements

Job requires sitting, typing, and talking for long periods of time on both phone and video conferences.