About Open Point
Open Point is a leading global digital engagement company that develops software to help organisations manage their entire community and stakeholder engagement process, from initial discovery to final delivery. We serve government clients and organisations throughout the United States, Canada, Australia, New Zealand, and Europe.
Our products, Social Point and Open Point aim to provide governments and consultants throughout the United States, Canada, Australia, New Zealand and Europe with the online tools they need to help their communities (people like you) have their say on projects that impact them, and efficiently manage all ongoing interactions with stakeholders.
About the role
The Onboarding Consultant is responsible for serving as the primary point of contact for new customers, overseeing the onboarding process from end-to-end while managing customer expectations, efficiently configuring our product solutions, and executing project management.
What you'll do
- Manage and deliver implementation projects while tracking key metrics for customer adoption.
- Deliver onboarding training to users and administrators of the solutions to ensure each customer is comfortable and proficient in their use and management.
- Deliver technical requirements and professional data services to customers.
- Develop effective project plans with milestones based on customers’ desired outcomes, use cases, and timelines; carry out practices to keep customers on track.
- Work with Development and Support teams to configure solutions per customer requirements.
- Proactively identify and mitigate or escalate any risks to the project or customer relationship.
- Work closely with cross-functional colleagues to ensure seamless handoffs, efficient problem-solving, and a positive customer experience.
- Act as the first point of contact and escalation point for the customer and internal teams during the onboarding period; drive resolutions in a timely, proactive manner.
- Ensure visibility on customer project status and health of assigned accounts through detailed documentation and CRM hygiene.
- Act as the voice of the customer during the onboarding journey to champion their needs and priorities with cross-functional teams such as Product Management, Customer Success, Marketing, and Customer Support.
- Provide feedback to internal teams on product enhancements and customer trends to aid in the development of technical education, marketing, and sales material.
- Contribute to a supportive and collaborative team culture by sharing knowledge, offering mentorship, and participating in continuous improvement initiatives.
Skills & Experience
- 3+ years’ experience in Implementation, Professional Services or Project Management.
- Demonstrated ability to work with data, including bulk imports, data mapping, cleaning, validation, and manipulating large volumes of data in Microsoft Excel.
- Excellent organisation of data, timelines, and processes/procedures.
- Strong interpersonal, problem-solving, and communication skills.
- Ability to self-manage in a remote-first environment, working independently.
Nice to Have
- Project Management Professional (PMP) designation.
- Experience using agile and scrum methodologies for project management.
- Experience using software such as Confluence, Jira, Slack, and HubSpot.
- Experience working with SRM platforms (e.g. Borealis, Jambo) or CRM platforms (e.g. Salesforce, HubSpot).
- Experience performing community engagement activities.
What We Value
- Collaboration and Teamwork: Successful outcomes are never achieved alone. You need to work well with others and be accountable for your work. We also expect you to communicate often, be honest and take initiative when appropriate. You will be working openly using modern collaborative platforms.
- Passion for Learning: You need to love what you do. We expect you to always be motivated, challenge yourself and continuously learn without having to push you into it. This will include learning things outside your area of expertise and making others around you better.
- Talent and Courage: We aim to produce great outcomes. When solving problems, we expect creativity and a focus on the end user. We want you to have tough conversations if things are not right and the courage to ask when you don’t know.
Why Join Open Point?
- Paid birthday leave annually
- Professional development reimbursement
- Annual wellness reimbursement
- One-off home office allowance
- Generous paid parental leave options
At Open Point, we believe that diversity drives success. We are an equal opportunity employer that provides a safe and supportive environment where everyone and anyone can grow. If you require any accommodations or adjustments to participate in the recruitment process, please let us know by including your request in your application.